Understanding the user
The charity had limited insight into the motivations of its online supporters, which WPNC addressed through a number of research activities including stakeholder interviews, a competitor review, end user interviews, usability study of existing donation journeys and a stakeholder workshop including SWOT analysis.
Internal organisational requirements — from supporter care, finance, digital, data and IT — were also addressed, and all of these learnings were combined with WPNC’s extensive donation experience to create a working, device responsive, prototype that was then user tested.