Case Study

Enham Trust and Alix

Alix had the privilege of partnering with Enham Trust, a disability charity that is part of Aster Group. .

Challenge

Desire to provide accessible information to customers about policies, regulation and processes to manage direct payments

Test an innovative approach to service provision that complements existing advisors

Solution

Real-time video chat solution that “feels human” and is available 24/7 via WhatsApp

Co-designed solution with beneficiaries, carers, family members and professionals from the field

Bite-sized video creation based on existing documents and resources

Chat functionality that processes questions delivered in text, voice note or video from users to enhance usability and meet diverse accessibility needs and user preferences

Solution

Hyper-local newsletter on WhatsApp for the Kings Cross area specifically. This included:

Real-time video chat solution that “feels human” and is available 24/7 via WhatsApp

Desire to raise awareness of local initiatives and opportunities on estates in Kings Cross, London

Co-designed solution with beneficiaries, carers, family members and professionals from the field

Hear from more residentson local issues, including those “seldom heard”

Bite-sized video creation based on existing documents and resources

Test an innovative approach to resident engagement and regulatory alignment

Chat functionality that processes questions delivered in text, voice note or video from users to enhance usability and meet diverse accessibility needs and user preferences

Results

Successful delivery of real-time chat functionality

Positive feedback from local authorities on extending service provision to users who are “digital first”, have busy lives caring for others and managing the pressures of work and life more generally

Potential to address service delivery cost pressures

Addresses a desire to support this form of service provision that often results in better outcomes for beneficiaries

Alix selected as Finalists for Impact AI Award

Resident Feedback

Exiting to see how AI can be applied to their lives to solve real problems, such as time pressures and the desire to address questions “on the go”

Easy to use

Quick responses

Debbie

enham trust

To listen to what people wanted, and you interacted with the group really good. And I think that's really important that a company listens to what somebody wants more than giving it to them."

George

Peabody Resident

It’s about having people who care about the place, want to take care of the estate, and make it nice for their neighbours."

Sahil Khan

Peabody

It could really build goodwill and trust… it’s doable and could solve a lot of engagement communication, and satisfaction issues."

Ashleigh

Digital Directory User

Couldn’t be easier to use! This should be in every GP surgery and hospital too.”

Louise Thorp

Aster Group

Alix helped us re-imagine our future service provision and we’re excited about how easy it is to use. We aren’t really ‘techie people’ and we feel more confident about technology now.”