CASE STUDY

Red Cross

 
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OBJECTIVE

The Australian Red Cross wanted to increase the percentage of donors who commit to and make a financial donation once they entered the online donation form. We were called in to help improve the online donor journey flow and ultimately help increase conversion of online donations.

 
 
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SCOPE 

We captured data and insights from multiple sources including on-site analytics 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.

 
 
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APPROACH

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.

 
 

OUTCOMES

Through our iterative design and development process we ended up with a solution that was responsive to work across any device, whilst still delivering a great user experience. We were also able to work collaboratively with the Red Cross team along the way and arrive at a solution everyone was happy with and which we believe will start to deliver increased online donation conversions once live. The final form design is currently in development.