The Project
After user testing the honor card process at the end of 2019, the decision was made to rework the entire experience before the next holiday season in 2020. With the old process, donors would get confused at different points throughout the experience and some would exit the process entirely out of frustration. Using notes from the testing, my team and I set out to brainstorm a better way for our donors to create honor cards.
The Challenges
There are four different types of honor cards that users can create — and each card requires its own unique flow. One of the first challenges was thinking through each experience and how to guide users through them.
1. Print Cards: Donors are able to download and print honor cards at home.
2. Email: Cards can be customized and emailed to the honoree immediately or at a later date.
3. Blank Mail Cards: Heifer will send a blank card to the donor for them to fill out to mail or deliver personally.
4. Personalized Mail: Donors can personalize their card and Heifer will mail it to their honoree.
2. Email: Cards can be customized and emailed to the honoree immediately or at a later date.
3. Blank Mail Cards: Heifer will send a blank card to the donor for them to fill out to mail or deliver personally.
4. Personalized Mail: Donors can personalize their card and Heifer will mail it to their honoree.
The Solution
Donors needed a better way to enter into the honor card creation process. As they are checking out, they can now clearly select which donation they would like to give in honor of someone. On the checkout confirmation page, they have the option to start creating an honor card immediately. They also get a confirmation email that allows them to enter the creation process at a later date.
While designing the pages for the new process, I created flow charts for each honor card to clearly illustrate how a donor will create all four types. This helped my team visualize the process and made it easier for developers to build out the new experience.
While designing the pages for the new process, I created flow charts for each honor card to clearly illustrate how a donor will create all four types. This helped my team visualize the process and made it easier for developers to build out the new experience.
