How we helped improve the online donor journey for Red Cross

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.

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.