Habitat for Humanity Canada
User Research | Stakeholder Interviews |
Digital Strategy | UX Design Oversight
Habitat for Humanity Canada is a national nonprofit organization with local affiliate chapters across the country, dedicated to building affordable homes with the help of volunteers and homeowners.
The site is a complex ecosystem offering its target users a diverse number of ways to donate and participate, from donating used appliances to a local Restore to going on a build trip abroad through the Global Village program. In the spring of 2018, we began working with Habitat on a project to redesign & re-platform the national website.
I conducted 8 one-on-one interviews + usability testing sessions with participants who had donated to Habitat, volunteered on a Habitat build (either locally or abroad) or had purchased furniture/appliances/fixtures from a Restore.
To gain an understanding of why people volunteer their time and money to charitable organizations such as Habitat for Humanity.
Using the newly redesigned Habitat.org website, reveal how the national and affiliate Habitat websites can work holistically to support prospective volunteers and donors in completing key tasks.
Identified participant criteria
Wrote screener for recruitment
Wrote research brief & interview guide
Moderated in-person and remote interviews
User Research Synthesis
I went through the notes for each interview and used Milanote to begin pulling out findings from the research.
I worked with another business analyst on the team to conduct 16 interviews with Habitat Canada stakeholders to better understand the business needs and priorities for their respective departments, including Marketing and Communications, Direct Marketing, Global Village, Corporate Team Building, ReStore, Donations and the Technology Team.
We were interested in learning:
A vision for how the national Habitat website and the numerous local chapter websites would support different target user needs.
Key barriers that hampered site visitors from donating online, and measures to help with increasing donations.
Overall requirements for integrating the Global Village program on to the national website.
How Habitat engaged with corporate sponsors to fund corporate team building events, and how the national site could better support these needs.
Pain points with the current CMS and web maintenance process.
Stakeholder Research Synthesis
I began by identifying the 5 key experiences on the website: Donations, Global Village, Local Builds & Restore, Corporate Partnerships and Content Management/Governance.
For each section, I mapped out the current experience and pain points, and then identified:
current state optimizations
net new opportunities
An example of this process for the Donations experience can be found below.
Website Digital Strategy
The final output of the discovery process was a digital strategy for the site redesign and re-platform, which included both feature & content opportunities.
I presented this strategy to the Habitat team as part of a workshop to align on timeline & opportunities for the redesign project. Later on, I worked with the PM and team, using this document as a baseline to create a project roadmap and sprint plan for the website development phase of the project.