PITCH BACK -Improving feedback mechanisms in charity organisations


The introduction of the PITCH BACK idea is to support collaborative and cooperative work using new digital realities. It is a feedback tool that propose a healthy feedback culture in charity organisations. Further, within the study a design workshop was held with members of a charity organisation to finalize the design idea. With the help of this tool, members will be able to give feedback to each other using augmented reality. Main functionalities of PITCH BACK are acknowledged to get constructive feedback, avoid misunderstandings, support the feedback dialogue within charity organisations and anonymous feedback giving which requires less courage of feedback senders.


Design case study ideally consist of three phases: Empirical Pre study, Design and Appropriation.

In the first phase a pre-study has to be carried out to understand the existing practice, technological, organisational and social perspective and identifying the problem/ need/ opportunity by carrying out a qualitative empirical research. In the second phase technical options will be applied to the identified problem/ need/ opportunity, the process and product will be described with in a participatory approach in possible design iterations. In the third phase the prototype will be appropriated by reflecting on it with the practitioners, the study will be repeated to capture long-term effects to achieve a change in practice.

Empirical pre-study:

The pre-study included an initial research, qualitative interviews and a thematic analysis. In the initial research, the literature review has been done to find out the research gap and to critically evaluate research in the field . Three qualitative semi-structured interviews, field notes and voice recordings has been carried out to better understand the needs and the requirements of the target group . Thematic analysis was used to analyze and examine interviews to identify several codes within themes.


Prototyping was the main focus of this phase. To emphasize the participatory approach a design workshop was conducted. Data sources like video recording, field notes and many useful pictures were kept for further analysis.


The pre-study included a broad literature research and qualitative interviews with charity organisation members and leaders. The findings in the pre-study demonstrated the need for a feedback tool in charity organisations and first requirements of a possible tool as well as an initial design idea. In the phase of design and concept a design workshop emphasized a list of requirements which are addressed by the features of the PITCH BACK tool. Through several activities in the workshop usability problems were anticipated, requirements and a deep understanding of the daily routines and contexts in charity organisations were captured. Across a further analysis of the workshop results the list of requirements was narrowed down to the most important aspects which lead to the final concept and (video) prototype. This tool will help charity organisations in future to establish a healthy feedback culture and thereby improve their collaborative group work.