2. Tactics for more efficient fund-raising
through better user experience
›
Digital communications for charities 2009
21st January 2009
www.cogapp.com
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3. Who we are Our clients
/ Pete Gale / The British Museum
Head of User Experience / Macmillan Cancer Support
/ Arthritis Research Campaign
/ The Home Office
/ Cogapp / Transport for London
/ The National Portrait Gallery
23 years in business / The Institute for Philanthropy
100s of successful projects / BBC
User centred approach to development / National Environment Research Council
Dedicated user experience & usability / A major UK mobile & broadband provider
consultancy team / Shakespeare's Globe
A wide range of public sector, government / The Department of Health
and charity clients.
and many more...
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4. Over view
Tactics for effective / What do we mean by user experience?
fund-raising / Why is it important
through better user
/ Developing a business case for improving
experience user experience
/ Designing to meet the business case
/ Common issues and solutions
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5. What do we mean by
user experience?
Cogapp Digital communications for charities 2009 January 2009
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6. User experience is not
1. just user interface design
2. just a step in the process
3. just about technology
4. just about usability
5. just about the user
6. expensive
7. bug fixing
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7. Defining user experience
• The sum of an individuals experiences with a product,
service or organisation.
• In more concrete terms, for an online interaction:
~ Does it meet needs?
~ Is it intuitive?
~ Is it satisfying?
~ Does it conform to expectations?
~ Is it in tune with touch points?
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8. Why is it important?
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9. Poor UX in online fund-raising
• Research in the US last year has shown that the majority of would
be web donors never complete their gifts.
~ In some cases as many as 98% of visitors to an organisations
donate page left without giving *
* Sea Change Strategies, December 2007
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10. What is the impact of that?
~ Reduce overall task completion
~ Increase support costs
~ Reduce loyalty
~ Lost transactions = lost relationships
~ Poor UX in business critical interactions will impact
revenue
Cogapp Digital communications for charities 2009 January 2009
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11. The business case for
better user experience
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12. The steps to building a business case
Justify the results you expect, not the process
of achieving those results
• Estimate the cost of the problem to your organisation
• Estimate the potential for improvement
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13. Sources of data
• Site statistics provide evidence of behaviour on your site.
~ How many complete specific process?
~ How many abandon, and at what point?
• Usability studies of the process:
~ Pinpoint specific exit points & causes of problems.
~ Build an understanding of the desired experience.
~ Identify best practice examples.
~ Identify potential scope for improvement.
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14. Pulling it together
Map out the user
journey
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15. Pulling it together
Identify drop-out
14% 17% 0%
points
Cogapp Digital communications for charities 2009 January 2009
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16. Pulling it together
Identify drop-out
14% 17% 0%
points
Issue 1 Issue 3 Identify user
Issue 2 Issue 4 experience issues
Issue 5
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17. Pulling it together
Identify drop-out
14% 17% 0%
points
Issue 1 Issue 3
Issue 2
** Issue 4
** Rate their severity
* Issue 5
***
**
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18. Pulling it together
Estimate potential
Issue Drop-off Potential revenue
for improvement
Issue 1 10% 0%
Issue 2 4% 100%
Issue 3 5% 50%
Issue 4 7% 75%
Issue 5 5% 25%
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19. Pulling it together
Estimate potential
Issue Drop-off Potential revenue
for improvement
Issue 1 10% 0% £0
Issue 2 4% 100% £15,000
Issue 3 5% 50% £9,000
Issue 4 7% 75% £19,500
Issue 5 5% 25% £4,500
Cogapp Digital communications for charities 2009 January 2009
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20. Designing to meet the
business case
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21. How do we build a better user
experience?
No-one gets it perfect first time, no one is that good,
regardless of what they say:
“Iterative design, with its repeating cycle of design
and testing, is the only validated methodology in
existence that will consistently produce successful
results.”
Bruce Tognazzini, Nielsen Norman Group
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22. Building a better user
experience?
User Research
Concept-level wireframes
iterative revisions User Test
Refinement
iterative revisions User Test
Document
Create & Build
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23. Common user
experience issues
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24. What sor t of problems should you look
for?
• Approaching
~ Issues relating to first engagement with the process
~ Issues that may prevent people from attempting the task.
• Interacting
~ Issues that may cause people to abandon the task
~ Issues that may cause errors within the task
• Ongoing
~ Issues relating to the ongoing relationship
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25. Cost benefit evaluation
• Balance cost and benefit..
~ Reinforce motivation to act
~ Show how easily or quickly a task will be
accomplished
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26. Behavioural norms
• We like to behave as others do.
~ Increasing the visibility of user activity
can act as a powerful persuasive tool.
~ Ensuring behavioural norms for the site
are quickly established to support the
site’s objectives.
~ Just like a sponsorship form
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27. Apparent complexity & scaled interaction
• Many will abandon an interaction that seems
more complex than expected.
~ Any interaction should always be as simple
as possible.
~ The first steps should always be the
simplest.
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28. Only ask for what you absolutely need
• Only ask for the minimum information necessary to
process the interaction
~ Be careful not to overload and clutter your pages.
~ Keep forms as simple as possible.
~ Don’t ask for registration to complete transactions.
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29. Justify the information you do need
• When asking people to enter personal data, consider explaining the
reasons why it is needed.
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30. Handle errors gracefully and clearly
• Where possible, errors should be anticipated and handled seamlessly
~ Those errors that cannot be handled by the back-end should be clearly
highlighted.
~ Error messages should clearly identify the source of the error
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31. Alternate channels
• Not everyone is happy to conduct
transactions online
~ Where possible, provide alternate
channels for those unwilling to
complete transactions online.
~ Ensure alternate channels provide a
unified experience with the online
experience.
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32. Conform to interface conventions
• Increasingly, conventions are being established for a
number of interactions.
~ Where possible, any interaction should conform to
existing conventions.
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33. Finally, the ongoing relationship
• When people have completed tasks, don’t leave
them hanging
~ Task completion provides an ideal opportunity
to introduce new topics and build the ongoing
relationship.
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We need to set the scene - what it is we’ll be talking about - specifically, lessons from the commercial world that are applicable to online giving
We need to set the scene - what it is we’ll be talking about - specifically, lessons from the commercial world that are applicable to online giving
The first point is the most obvious I think, we must acknowledge the imperfections of our systems at a business planning stage, thus allowing ourselves to make realistic predictions. However, acknowledgeing these imperfections is not enough, we need to attribute them to specific causes. Only then can we start to discuss the specifics of what we need to do to improve the effectiveness of our fundraising.
The first point is the most obvious I think, we must acknowledge the imperfections of our systems at a business planning stage, thus allowing ourselves to make realistic predictions. However, acknowledgeing these imperfections is not enough, we need to attribute them to specific causes. Only then can we start to discuss the specifics of what we need to do to improve the effectiveness of our fundraising.
The first point is the most obvious I think, we must acknowledge the imperfections of our systems at a business planning stage, thus allowing ourselves to make realistic predictions. However, acknowledgeing these imperfections is not enough, we need to attribute them to specific causes. Only then can we start to discuss the specifics of what we need to do to improve the effectiveness of our fundraising.
The first point is the most obvious I think, we must acknowledge the imperfections of our systems at a business planning stage, thus allowing ourselves to make realistic predictions. However, acknowledgeing these imperfections is not enough, we need to attribute them to specific causes. Only then can we start to discuss the specifics of what we need to do to improve the effectiveness of our fundraising.
The first point is the most obvious I think, we must acknowledge the imperfections of our systems at a business planning stage, thus allowing ourselves to make realistic predictions. However, acknowledgeing these imperfections is not enough, we need to attribute them to specific causes. Only then can we start to discuss the specifics of what we need to do to improve the effectiveness of our fundraising.
The first point is the most obvious I think, we must acknowledge the imperfections of our systems at a business planning stage, thus allowing ourselves to make realistic predictions. However, acknowledgeing these imperfections is not enough, we need to attribute them to specific causes. Only then can we start to discuss the specifics of what we need to do to improve the effectiveness of our fundraising.