How might we design a donor experience for Rock Your Life to attract recurring online donations?
Rock Your Life online donations increased by 60% post our intervention.
Principle: What matters?
Intervention: Generating empathetic insights
Outcome: Discovered customer value points and pain points
“ I loved the structured process, the very clear moderation and also the insights. It was always an experience that went by so fast. Also liked the check-ins and little energizers.ROCK YOUR LIFE
Principle: What happens?
Outcome: Uncovered gaps and blind spots
It is not just a feeling that our digital donation process is not attractive, it is a fact. I loved doing the actual donor journey and also finding out about his/her emotions during this process”.ROCK YOUR LIFE
Principle: What could be?
Intervention: Creative nudges & storyboarding
Outcome: Collectively designed the future experience
I always felt very welcoming, that I could share any thought or opinion and that we still were very focused to keep going. I felt very productive. And I had fun!ROCK YOUR LIFE
Principle: What ‘s needed?
Intervention: Blueprinting and commitments
Outcome: Clear goals, buy-ins, and next steps