People first: Our data and learning from those with addiction
April 25, 2025
Real change happens when people feel seen, heard and empowered. That belief has long shaped the way we approach our work, and it's at the heart of how we measure impact.
In the last year, we’ve deepened our commitment to this philosophy through an ongoing customer-first measurement collaboration with Stand Together. While this partnership brings new energy and insights to our work, it’s not a departure from what we’ve always done. It’s an evolution—an opportunity to more fully realize our mission by centering the voices of the people we serve.
What is customer-first measurement?
Customer-first measurement is a shift in perspective. Rather than starting with funder requirements, we begin by asking: What matters to the people at the center of this work? It’s about honoring lived experiences, listening deeply and co-creating ways to understand progress and impact.
This approach allows people to share when and how coaching has truly made a difference in their lives. We’re able to learn alongside our members and amplify their voices.
Embracing voice-driven measurement means we’re choosing a different definition of success than what is typical. It means we don’t rely solely on numbers or checkboxes. Instead, we value relationships, resilience and self-determination.
Why it matters
Connection is the foundation of thriving communities. We know that when people feel like they belong, when trust is built and when they have agency in shaping their own lives, real transformation happens. Measurement should reflect that. It should empower, not extract.
That’s why this approach feels like such a natural fit for Face It TOGETHER. We’ve long embraced a holistic view of impact, one that values relationships just as much as results.
Our collaboration with Stand Together allows us to build on that foundation by developing tools and practices that bring even more humanity into data collection.
From listening to action
A powerful example of this in action is the evolution of our programming for loved ones, those supporting a family member through addiction. Rather than designing a solution from the top down, we started by listening.
Through interviews, listening sessions and ongoing feedback, loved ones shared not just their needs, but their hopes. They told us what resources they wished they had, what kind of emotional support felt meaningful and how they defined progress for themselves. What emerged was a clearer picture of where traditional programming was falling short—and what could truly make a difference.
Alongside this resilient community, we shaped a program that reflected those voices. We focused on peer support, flexible resources and tools for navigating relationships, because that’s what people told us they needed. It was a process and remains a program rooted in trust, dignity and lived experience.
As one participant shared, “I appreciate the openness of our conversation and dialogue… how my coach goes to ‘where I am’ rather than trying to steer me in a different direction.”
That kind of feedback tells us we’re on the right path. Not because we’ve followed a script, but because we’ve chosen to follow the lead of the people we serve.
What sets us apart
In a landscape where data is often used to prove, we’re more interested in how it can be used to improve. That mindset—combined with our commitment to co-creation—sets Face It TOGETHER apart.
We don’t just report outcomes; we work to understand the why behind them. We don’t just collect feedback; we integrate it into decision-making in real time.
This values-driven approach to impact, rooted in co-creation and human-centered learning, is more than a technical solution.
Placing people at the center of our learning may sound simple, but it’s incredibly meaningful. It puts our values into action, demonstrates how we define success and shows how ready we are to think differently for something better.
What’s next
In the coming months, we’ll be sharing more about how this work is unfolding. We’ll share the questions we’re asking, the stories we’re hearing and the ways this approach is shaping not just our data strategy, but our culture.
We’re grateful to Stand Together for walking alongside us in this journey. We're even more grateful to the individuals and families whose perspectives continue to guide our path.
This isn’t a new chapter, it’s a deeper one. And we’re honored to keep learning, growing and listening as we go.