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How we helped improve the online donor journey for Red Cross

We captured data and insights from multiple sources to understand what current pain points were in the process. We also ran workshop and stakeholder interview activities to gain a wider understanding of the technology infrastructure and gather requirements from across the organisation.

Armed with data from website analytics we then spent a period of time running in-depth interviews with donors and potential donors to understand their mental model and thought processes towards donating. Off the back of this we quickly moved into a phase of iterative design and usability testing to arrive at a potential design solution.

Off the back of this we quickly moved into a phase of iterative design and usability testing to arrive at a potential design solution.

Airteam wings

We followed a simple process

ideate

ideate

discover

discover

define

define

design

design

develop

develop

improve

improve

Outcomes

1Delivery of improved user experience for online donations

2Significant improvement in form conversion and task completion as identified in user research

3Successful stakeholder buy-in of UCD process

Methods

Human Centred Design (HCD)

Prototype / proof of concept

User journeys

User research

Conceptual designs

Design asset library