ReSupply is a software company that seeks to help local nonprofits by connecting them with potential donors and streamlining the process in which donations are made. The company offers both B2B and B2C products that work together in one ecosystem to help local nonprofits run more efficiently and drive more revenue to support worthy causes.
Product Designer
6 Weeks
The existing donor app has low usage and the people who have used it, often stumble through the primary flow and fail for submit a donation. Users who do manage to submit a donation often have no idea as to what follows.
A redesign of the existing donor app to create an easy and guided donation experience that will keep users informed and up to date.
To get a better idea of all potential users, I identified common traits that they would all likely possess.
Older age group (35s - 65s)
Lower on tech proficiency
Very thankful and willing to give more to the nonprofit
Often repeat & loyal donors
Only need to donate 1 - 3x a year
In order to figure out exactly where the existing app was failing, I spoke with our customer success team, watched user sessions via AppSee, spent a day at a local nonprofit, and connected with some users to get insight about the app. The pain points that I discovered are as followed:
A lack of clear directions often left users unsure as to what their next steps were, find what they were looking for, and where to get the help they need when they needed it.
A lack of clear direction paired with a clunky look and feel to the app made users feel distrust and hesitant on providing information
With the research done and the user understood, I worked to identify all the needs of the user and the business to ensure my redesign will be mindful of those needs.
Simplified experience
Guided donation flow
Easy donation management
Always informed
Find-ability of information
Increased donations
Increased operational efficiency
To get me started in forming solutions, I used a “how might we…” framework centered around the user and business goals.
A guided experience that brings everything a user is looking for right to them with a focus on simplicity
A professional and cohesive experience free of errors that keeps users informed every step of the way
An intuitive experience that focuses on getting users though the donation flow and a “tipping” feature
I redesigned the app to have an intuitive experience by keeping the user informed at every step of the donation. A “donation home screen” experience was implemented to allow the user to perform all of their primary needs right from one screen.
A homescreen pattern was implemented to allow users a single place where they can submit a new donation, manage any existing donations, and view any past donations & tax receipts
A smarter and simplified donation flow that gets users through the flow without getting in the way. Users will be able to submit a donation without the need to create an account first.
Donation cards visually show status as well as any important information relevant to that stage of the donation.
A monetary donation funnel was added at the end of the donation flow allowing users to make an additional donation to further help the nonprofit and the causes they believe in.
