Gideons Canada’s ShareWord portal for ministry members and ministry leaders. The portal’s purpose is for members to keep up with other ministries in the Gideons Canada family, access resources and the data centre (ministry leaders).
The ShareWord portal is confusing to navigate and lacks relevant information for members. As a result, members become frustrated using the portal which results in low engagement and unnecessary calls to Gideon’s home office.
As part of similar work being done for this client, the marketing team was looking into engagement levels of members online vs engagement through word of mouth and direct mail marketing. The marketing team sent out a supporter survey to over 300 current *supporters of Gideons.
Some key insights were taken from this survey. We saw ~33% of respondents wanting a more personalized member centre and of those who replied identified more stories as being a primary motivator for the use of a unique website portal. Additionally 50% of respondents currently use Facebook.*Supporters include members, as well as individuals who do not see themselves as members, but strictly as donors. These supporters interact with Gideons at least once a year.
To better understand these members, I wanted to speak directly with members who are active on the portal. I spoke with the communications manager at Gideons Canada who provided me with contact information for 10 members. I conducted phone interviews with these 10 members. Before jumping into questions about the portal I asked a few questions so I could get a better sense of who these members are, then proceeded with questions about the portal. The interviews were 11 questions lasting about 20-40 minutes.
"Let others see what our ministry is doing so that ideas and inspiration can be provided to one another."
"Lots of topics I don’t know what they are such as 'minister builders'. A bit more clarity on some of these sections."
"Should be easy to access and navigate regardless of age."
After collecting insights from the user interviews, I created two personas. The first persona is a general member of a ministry who wants to share information with other members, and wants to see what other ministries are doing. The second persona is focused on a ministry leader who wants to access resources, and smedia of events they’ve held.
During the user interviews, a few members mentioned pain points they were facing with the current UI layout. Each pain point is labeled in red.
During the interviews, I realized that the current menu had confusion labels, and multiple options of the same thing. I white boarded the current IA structure to get a better visualization and to make notes.
Incorporating everything learned from our user research, I began sketching ideas of what the new UI would look like making notes along the way. After a few versions, I was ready to move on to the final design.
The handoff was well received by the client, but unfortunately due to budget constraints the client decided to put a pause on this project. During the 4 weeks on this project, I learned a lot about time management, and best ways to speak with people when conducting interviews to get them to share their opinions.