Digital Transformation of the Bounce Back Program
- Role: UX Designer and User Researcher
- Objective: Enhance sponsor engagement and retention by transitioning the program to a digital format.
- Challenge and Solution
- Challenge: Low participation in the existing Direct Mail (DM) program.
- Solution: A digital bounce back initiative, transforming the physical card into an email format, encouraging donors to send donations for storybooks to their sponsored children.
- User Research
- Conducted moderated interviews to understand why participation was low.
- Identified key pain points: inconvenience of mail and lack of program understanding.
- Design and Implementation
- Applied insights from user research to design a user-friendly digital platform.
- Developed an engaging landing page, email templates, and a digital storybook format.
- Achieved the highest conversion rate for storybook requests.
- Success attributed to user-centered design and effective digital transition.
- Insights from actual users were crucial in delivering an enhanced sponsor experience.