Improving the providers’ registry

Yesterday I shared some highlights of my demo talk showing off the New Mexico Respite Provider Registry, and as promised, here are some additional thoughts on improvments we're considering to make it even better.

To be sure, the New Mexico registry is doing its job quite well. Providers are registering, and folks who need their services are finding help.

So what, you might ask, could be better than that?

If you’re thinking of creating your own provider directory, that’s a great question to ask.

Here are a few ideas:

1. Make it more beautiful

In line with thoughts on the value of good design (and examples) that I’ve shared recently, there’s no denying that a beautiful presentation has significant power to create trust and buy-in among users. — even if precisely quantifying that value can be a challenge.

As an example, take a look at the soon-to-launch New York State respite registry (not my project BTW, just one that was also showcased during our recent presentation at the ARCH National Lifespan Respite Conference). It’s a great example of what can be achieved with a little (or a lot of) judicious investment in typography, color, and stock photography.

2. Add helpful content

First-time visitors to your directory — whether they’re seeking services or offering them — probably won’t already be sold right away on how they’ll benefit by participating.

Adding some instructive information can go a long way. Consider topics like:

• Is this service right for me?

• How does this directory work?

• Are your providers screened, trained, or otherwise specially qualified?

• Why would I want to be listed as a provider?

• Am I qualified to be listed as a provider, and how could I become qualified?

3. Provide testimonials

It goes without saying that you think your directory is useful. But does anyone else think so?

First-time (or fifth-time) visitors may not be so sure.

Trusting one of your providers is an investement of effort on the part of those seeking services.
Creating a listing is an investment of effort on the part of the providers.

Collecting — and sharing — testimonials from both of these groups is an incredibly effective way to let your visitors see the value they’ll get from that investment.

Here’s the thing:

The beauty of a public service provider directory lies in its ability to connect people who really want to be connected. People who may be not able to find each other in any other way.

To make that truly effective, something of a “critical mass” is necessary: Shoppers don’t like to visit a shopping mall with empty stores; and retailers don’t like to maintain stores in a mall with no foot traffic.

By making your directory beautiful, adding helpful content, and providing testimonials from happy folks (both providers and seekers), you can help ensure that there’s a healthy give-and-take of traffic between both audiences.

All the best,
A.