UX Case Study - Charity Donation App
DucHai
Who are we ?
Our mission is to provide the most seamless way to raise funds
Experience for donors and charity partners
The power of technology
Chado - charity donation app
Chado is a technology platform that supports direct fundraising and helps users to know who is around you in difficulty
UX Case Study
World
Red Cross
Tools Used
About “ Chado”
Chado is a technology platform that supports direct fundraising and helps users to know who is around you in difficulty
Where individuals and charities can start fundraising campaigns.
Covers many different areas from health, animal welfare, education to facility support.
Why donate with Chado?
Transparency
All donations are publicly visible
Verified
Chado verified all charities and campaigns
Safety
Encrypted campaigns for your safety
Society
Chado uses the media to spread kindness
Project duration
10
Weeks
30+
Screens
21+
Questions
6
Interview
Project overview
Chado is a technology platform that supports direct fundraising and helps users to know who is around them in difficulty, where individuals and charities can start fundraising campaigns, covers many different fields.
Problems & solutions
Problems
They are rather vague about the organization's campaign transparency.
They’re not sure if the money from charitable donations could reach to the right people, in the right places?
They don't have much time to go to the charity headquarters.
Difficulty in finding disadvantaged people around the living area.
Solutions
Show transparent, clear information of the organization.
Easily search, check the results of the charity campaign
Optimizing the charity donation process quickly and easily.
Support those in need around the area as quickly as possible
our team
Ánh Minh
Teacher
UX/UI Designer
Đức Hải
UX/UI Designer
Hồng phúc
Product owner
UX/UI Designer
design process
To work on this project, we took the Design Thinking framework as a basis. It’s a non-linear, interative, process that we used to understand users, challenge assumptions, redefine problems and create innovative solutions to prototype and test.
The main advantages of this process are that is allows us to accurately define our user, their task and environments, involving user in design and development, feedback from user during design
Empathize
User Research
Competitive
Analysis
Define
User Persona
Empathy Map
User Journey
Ideate
Information
Architecture
User flow
Design
Wireframes
Visual Design
Prototype
Test
Usability Testing
Feedback
User research
User research on understanding user behaviour, needs, and motivations through observation techniques, task analysis, and other feedback methodologies
Qualitative research
After receiving a brief about the project , stakeholder interviews are essential because these interviews help us to make the right decisions, moreoverview about project and determine the strategy to be used during the project.
We interview 6 people from various sectors who are actively or passively related with donating for charity what difficulties thay came across while completing the tasks, so we surveyed their process for their understanding.
Below the questions for Interview.
What is your attitude when receiving calls for donations for charity purposes?
How do you know about charity funds?
What topics are you interested in funds about?
How would you rate the level of information provided to organizations calling for charitable donations in cash or in kind on online platforms?
Which of the following factors do you consider when deciding to donate things for charity?
Which of the following information affects your confidence when making a donation? (More than one element can be selected)*
What do you need to know about the publicity of the donation campaign?
Empathize
Define
Ideate
Design
Testing
Quanitative research
Survey
We surveyed around 52 people from various sectors for understanding what people think about the services and they want.
Male
Female
Others
57.7%
40.4%
Gender (N=52)
1 - 5 times
5-10 times
More than
10 times
13.5%
7.7%
78.8%
Frequency of donations in 1 year (N=52)
Single
Married
86.5%
13.5%
Marital status (N=52)
Immediately
Consider
15.4%
84.6%
Reaction when asked for donations (N=52)
Not working
Below 5.000.000 VNĐ
From 5.000.000 VNĐ - 10.000.000 VNĐ
From 10.000.000 VNĐ - 20.000.000 VNĐ
Over 20.000.000 VNĐ
21.2%
21.2%
17.3%
23.1%
17.3%
Income level(N=52)
88%
86%
84%
82%
80%
78%
76%
74%
72%
70%
68%
0
75%
18-30
80%
31-45
87%
46-60
84%
61-78
Attention
Level of interest in activity donations by age
600
500
400
300
200
100
0
280
65
Other
541
200
Business
Average (thousand dong)
Median (thousand dong)
Comparing the level of charitable contributions in 2012 of people doing business, trading and services with other people
Other Contributions
9%
Helping the poor
80%
Disaster relief
67%
Disability support
26%
Study promotion
24%
Raising disadvantaged and orphaned children
15%
Environmental protection
11%
Blood donation
7%
Free medical examination
4%
Accident and Emergency
3%
Cấp cứu tai nạn
0%
20%
40%
60%
80%
100%
Donate to charitable causes (%)
Summary of results
To further improve the project, we have conducted surveys and interviews with users to discover and better understand the problems, experiences, and needs that users encounter. Here are some statistics we surveyed:
80%
Number of people who have donated to charity in the past year
87%
Philanthropy by NGOs is generally necessary or beneficial.
75%
Number of people who have known about situations of need for help through loudspeakers, radio or television, social media.
81%
Number of people who are interested or very interested in philanthropy
competative analysis
Competitive analysis is a the process of comparing items to one another and their similiarities and differences
DeeDa
Strength
Meaningful interface design
Knowing how to use social media to spread messages
The organization and the campaign are both verified
Show all accounts that have donated
Weakness
Showing too much information makes user difficult to focus on reading the crucial news
The remaining days and campaign plans are not showed yet
Not having some functions of calling, chatting
Share The Meal
Strength
Neat interface design
Supporting both website and mobile
Sponsored by great organizations
Meaningful and humane campaign
Having influence in the world
Weakness
The campaign and organization information is quite sketchy
Information hierarchy is not clear
No features (search, filter, ...)
Difficult to follow campaign status
Empathize
Define
Ideate
Design
Testing
User persona
Persona are fictional users whose goals and characteristics repersent the needs of a larger group of users. Personas can help us identify patterns of behavior in users. These patterns might point to a common pain point that a group of users experiences.
Thu quyen
Tuổi tác: 45
Giới tính: Nữ
Địa điểm: Long An
Tình trạng hôn nhân: Đã kết hôn
Nghề nghiệp: Kinh doanh
““I don't always have time to go to the place to donate.
-Thu Quyền, 45 yrs old
Brief
Thu Quyen is a self-employed person and she actively participates in charity work, making donations to support difficult situations. She is interested in children's funds, flood victims or environmental protection through reading newspapers, watching on television, newspapers and social networks. She often donates through the local government or goes to the organization's headquarters to donate, but now with her work, she is very busy. Going to the organization's headquarters to donate takes time. She wishes there was a way that could help her despite her busy schedule, but she still participates in charitable donations regularly.
Painpoint
Having not much time to go to the charity headquarters
Goals
The charity donation process is quick, easy to use, and saves time.
tran Trung
Age: 32
Gender: Male
Location: Thái Bình
Status: Single
Occupation: Office worker
“I'm not a high earner so I always check carefully before donating to charity
-Tran trung, 32 yrs old
Brief
Trung is an office worker, he cares and donates to charity 2-3 times a year. With a stable, not high income, every time he donates, he is always very careful about the authenticity of the situation of the person in need. He considers it through the words of friends, social networks and some websites. Sometimes he has difficulty verifying the legitimacy of the campaign because the information he’s got is not complete and clear.
Painpoint
Not knowing if the money could reach to the right people
Having not enough information from organizations which are raising funds
Goals
The money is used for the right purpose
Clear, transperant information about organizations
Phuong anh
Age: 25
Gender: Female
Location: Quảng Ngãi
Status: Single
Occupation: Student
““In my opinion, once you donate, don’t wait. If people in trouble need money right away and take a long time to wait, maybe they won't be able to overcome.”
Phuong Anh, 30 years old
Brief
She’s just gradutated from university. When she was a student, she often went to mountainous areas to help poor villages. But now, she’s just got a job and she doesn't have time to do that anymore.
Painpoint
The authenticity of the person in need of support and donation
Not knowing how to find people in need nearby
Goals
Help people in need quickly
Have clear, accurate information about people in need
Want to share the mental and physical pain with them
Empathy Map
An emphathy map is an easily understood chart that explains everything designers have learned about a type of user. An empathy map consists of four shapes, which show what the user says, does,thinks, and feels. The word user goes in the middle.
People who want to donate through an intermediary
Says
Charity is good but it has also multifaces. Who can believe in stories on media
I'm quite upset. Whenever I give something, I won’t regret. But I really hope it will reach the hands of those in trouble
I'm quite busy, so sometimes I don't have time to go to the local committee or charity headquarters to donate.
The information about charitable organizations on online platforms is limited, incomplete and unclear.
There are so many poor. orphanage villages but I don't know who could really help them
Thinks
More information about the organizations or individuals who are raising funds
Publicize campaign results (in details)
More information on the process of distributing money/gifts to people in need
Too many steps to complete the charity donation process
Does
Find out stories through relevant people and ask them about the accuracy of charity
Look closely at the plans for what the donated money will be used for.
Demand to publicize the results of the donation process (amount, purpose of use, ...)
Searching for information, behavior, habits and donation history of a benefactor vaguely
Donate passively because don’t know who is raising funds
Feels
Uncertain about whether my money is going to the right person, in the right situation.
Confused, suspicious about unreliable information sources
Not satisfied, not convinced when the campaigns lack of information
Inconvenient because it takes too much time in the charity donation process.
Tran Trung
Pains
Wondering if the money will reach the right people
Having not enough information from organizations which are raising funds
Having not much time to go to the charity headquarters
Gains
The money is used for the right purpose
Have clear, accurate information about patient, campaign, organization
The charity donation process is quick, easy to use, and saves time.
People who want to support those around them
Says
In my opinion, once you have donated, don't wait. If people in trouble need money right away and have to wait for us, they won't overcome it
Scams are rampant these days
I'm not sure if that is fake news. Are they really in trouble?
I would rather help those who are nearby than those who are far away
Thinks
Want to know more about the victim's information which has been confirmed by local authorities or reputable organizations
What do they want to help?
Need to know more information about them
Does
Meet in person to verify their circumstances.
Find out stories through local people
Feels
Curious about their story
Feeling happy to hand gifts to the right people and meet them in person to empathize with them
Phuong Anh
Pains
The authenticity of the person in need of support and donation
Not knowing how to find people in trouble around
Gains
Help people in need quickly
Have clear, accurate information about patient
Want to share the mental and physical pain with them
User journey map
A journey map is just what it souds like , an illustration of what the user goes through to achieve their goals. A user journey is the series of experiences a user has as they achieve a specific goal . User journey built off the personas and stories that have been already created.
Tran Trung
Male
32
Hà Nội
Office worker
Scenario
Trung is a office man . He often knows disadvantage people through friends. Sometimes he sees them on social networks, but the information she receives is not convincing enough. It makes his hesitant when donating to charity.
Goals
Have clear, accurate information about patient, campaign, organization
The charity donation process is quick, easy to use, and saves time.
STAGES
TOUCH POINTS
ACTIONS
PAIN POINTS
FEELING
OPPORTUNITIES
Awareness
Consideration
Decision
Service
Loyalty
Hear from friends, local people
See on the road by chance
See on social media posts, TV, newspaper
Verify information by asking friends, local people living nearby
Search information on the internet
Support, donate through local authorities, committees
Go to the headquarters of the donation organization
Contact them to give gifts/ help them
Wait for the reply from the local government/ Contact to check if the money has been given to the right person, to the right place.
Share posts
Share experience
Traditional media
Social media
Word of mouth
Social media
Word of mouth
Website
Word of mouth
Phone
Web
Phone
Chat box
Word of mouth
Social media
Review sites
Hesitant
Confused, curious
Excited
Interested,
Satisfied
Too many sources of information are confusing, not clear
Not having enough information of campaigns
The donation process is complicated and slow
It takes quite a while to wait for responses
Very few people know about the charity campaign
Optimize the source of information that users receive
Provide complete and clear campaign information.
Optimize your donation process with ease
Help users find information proactively, easily
Help users get responses as soon as possible
Help connect with people through referrals, sharing
Emphatize
Define
Ideate
Design
Testing
Ideate
Information Architecture
Information Architecture (IA) is a process that forcuses on the structure and organazation of content within a digital product.
The goal of information architecture is to organize content in a way that makes it easy for users to learn , adapt to, and navigate a product quickly and with mininal difficulty
Onboarding
Splash
Discover
Home
Campaign
Donate
Profile
Location
Search
Catergories
Popular Campaign
Urgent Campaign
Watch the impact
Donors
Discover
Photos
Name of campaign
Catergory
Button Donate
Fundraiser
Patient
Latiest Update
Story
Prayers
Enter the amount
Anonymous
Form infor user
Button Donate
Method Payment
Continue
Enter OTP
Successful
Name User
Basic information
About
Interest
Setting
Menu
Help
FQA
Log out
User Flow
User Flow is a type of diagram used in UX design. It represents the workflow or process from users perspective . In the basic form , User Flow represents the task in form of picture with blocks connected by arrows. Diagram does not have to be linear , just like taks in the application. It may have alternative paths , loops, etc.
Scenario
Trung is a office man . He often knows disadvantage people through friends. Sometimes he sees them on social networks, but the information he receives is not convincing enough. It makes his hesitant when donating to charity.
Flow 1: Search campaign
Flow 2: Check Campaign Details & Donate Successful
Emphatize
Define
Ideate
Design
Testing
Design
Welcome & Log in Screens
Upon entering the App User can sign up to create new account . If user had an account before , User can sign in by phone number or social media accounts.
Home Screen
A hub of application . User is directed after logging and see overview of recent offers and most popular fundraising campaign . From this screen user can know most important features : Searching campaign, filter campai gn, watch the impact,etc.
Search
To Find what campaign the user cares.
Map
Use the map to scan campaigns near the area, easy for support.
Profile
View and edit user information
My donation
Easily check your charity history
Community
Spread love through the community
Catergories
You can choose and make decision which campaign to want to support.
Location
Easy to change location by searching
and texting.
Fundraising
You can look up campaign information and make donations
SOS
Urgent Assistance
You can directly support people in need around your area
Watch the Impact
A few short clips telling the story of the campaign
Campaign
the main feature of the application to help users find the campaign of your interest
Search Campaign & Check Map
In addition to the campaigns that appear on the main screen, users can actively use the search bar and map to find campaigns of interest, and use the map to display urgent campaigns, around your area.
Campaign List & Campaign Details
The campaign list screen shows all the campaigns and the user can easily search for any campaign by phrase, topic, campaign type. Each campaign provides a brief overview of the organization or its victims.
The campaign details screen provides the user with basic information about the organization, the campaign purpose, victims, activities, prayer people, etc. From that screen, the user can start donating. contribute and support.
Donate & My donation
After the user checks the details of the campaign, the user is redirected to the donation process.
Each screen will display a summary of transactions in terms of amount, form of payment, enter a confirmation code to complete the donation process.
On-screen steps allow users to easily track their progress.
After completing the donation process, users can check the donation history, participated campaigns, and at the same time track the performance of the campaigns they are interested in.
Create campaign & Follow your fundraising
For fundraisers, users can easily create a campaign for an organization or representative to call for support by filling in some legitimate information about the status and circumstances of the event.
After your fundraising was approved , and published , you can follow and check the status of your fundraising easily.
Chado
Thank you, I’m greatful
for your support.
Please let me know your valuable feedback in the comment section