Leading charity sought to understand why and when clients would donate through mobile channels.
Client Manager, UX Designer
Charity lacked psychometric data on donors. The mobile channel is seen as key for the future of giving, but seemed to be massively underperforming.
Designed a new mobile donation process from user and data insights.
- User Surveys
- User Interviews
- Google Analytical Analysis
- Comparative research.
- Psychology of giving research.
- Customer journey map
- Service blueprint
- Feature prioritization
The research and learnings have been fed back into The Smith Family.