Charity navigator
Problem
Charity Navigator is an American independent charity watchdog organization that evaluates charitable organizations in the United States.
Inefficient registration process and poor user experience of internal microsite resulted in low participation of NGO members. Therefore Charity Navigator used its own resources in order to update financial information needed for accountability evaluation of NGOs .
Solution
Redesigning registration process
Improve overall user experience of internal microsite
MY ROLE
Audience Research
UX/UI Redesign
Usability Testing
YEAR
2016
Research
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Improve NGO's ratings
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Clear requirements
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Fast updating process
UX
User
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Admin system
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Separate accounts (donor and NGO)
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efficient dashboard
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Increase reps registration
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Decrease customer support call volume
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increase engagement and satisfaction
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Improve NGO's ratings
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Clear requirements
-
Fast updating process
Charity Navigator
UX
User
Persona
Registration User Flow
According to user interviews, the biggest challenge with registering NGO was one account for both: donors and NGO representatives. In order to access NGO representatives' account on internal microsite users had to log into their personal accounts (donor's) on Charity Navigator site
Former User Flow
We introduced two different registration forms in order to separate accounts. New user flow accommodates 2 different kinds of users: donors and NGO representative
Redesigned User Flow
design
Separated Accounts
We introduced two different registration forms in order to separate accounts
Admin System
We introduced new user flow of admin system which allows Charity Navigator validate NGO representatives and grant them access only once. In the future NGO will assign their own representatives
Representative Registration
Redesign allows for support of multiple representatives through the use of an admin account. An admin can add and/or remove email addresses in Profile tab to either give or revoke their permission to edit organization's page.
Rating Response Button & Dynamic Notification Box
Rating response helps representatives comment on the current rating of NGO. If the rating is low representative can explain why the rating is low by submitting response, CN will display the response on NGO’s page for donors to see. After extensive research we concluded that this is one of the features that helps NGOs to improve rating and should be very prominent.
Dynamic notification box will let representatives know what information is missing and what information can help improve the rating. Different kinds of notification boxes are for different kinds of messages
Accountability & Transparency Tab
Pre-polulated fields with live links and marked fields with missing links help NGO representatives to immediately see what links are missing, what links are currently in the system and what fields need to updated
We relabeled Rating Response tab to Rating Response History tab as the label was confusing to users.
Included all the previous ratings and responses given for tracking purposes.
Organization's Stats
We decided to make Giving Basket the landing tab in order to address many representatives’ concern about uselessness of Charity Navigator to their NGO. This is the only tab that shows direct benefits NGOs get from Charity Navigator and encourages NGO engagement
Rating & Response History Tab
