Venture: Crisis Text Line
Crisis Text Line is a free, 24/7 text-messaging support line for people in crisis
Expert: Saurin Shah
VP Product, Rue Gilt Groupe
• VP Product, Care.com
• Founder/CEO, Sift
• VP Social Games, Digital Chocolate
Crisis Text Line’s top priority was increasing the retention of its volunteer crisis counselors in order to scale its services. Crisis Text Line partnered with Rippleworks to create a roadmap for improving volunteer retention that is rooted in hypothesis-driven experimentation.
With Rippleworks, we designed lightweight tests to find scalable ways to boost our volunteer retention.
We based multiple future product briefs on the strategies that came out of those sessions.
—Crisis Text Line Director Darren Mastropaolo
Crisis Text Line teamed with Saurin Shah, was has led user retention strategies at companies including Rue La La, Care.com, and Sift. Together, they:
• Brainstormed and prioritized solutions to improve counselor retention after identified key drivers for retention
• Learn best practices in rapid experimentation, and immediately put to use by applying principles in 6 experiments
• Created a 6 month product roadmap to improve retention of crisis counselors
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