Industry

Non Profit Organization

Timeframe

June 2024 - August 2024

Role

Product Designer

TL;DR

This project set out to transform the Furniture Repair Bank (NGO) website by tackling key user frustrations around finding essential information. Despite having the content available, users struggled to navigate the site, leading to a flood of inquiry emails. By conducting in-depth UX research and a thoughtful redesign, we streamlined the site’s structure and presentation, delivering a clearer, more intuitive experience that significantly reduced confusion and inquiries.

Furniture Repair Bank

Overview of Furniture Repair Bank

Case Study

1. Understanding Requirments from Stakeholders

Working closely with the team at FRB, we identified key areas for improvement that would significantly enhance their overall user experience. After a thorough analysis, we assessed the Effort and Impact of each potential task.

Using the Lean prioritization method and considering the project's timeline, we strategically chose to focus on :

Quick Wins — improving Volunteer sign-up process
Big Bets — Information Architecture & Content Design.

2. Research Methods : Survey & Open Card sorting

Techniques used to gather valuable insights and data.

UX Research, UX Design, User Interviews,

Information Architecture, Wireframing, Prototyping

My Design Process

(Inspired by Jon Ayre's double diamond)

Basis our observations, we updated the sitemap for more intuitive navigation and easy access of important information that was otherwise buried deeper.

The key changes we made were:

VOLUNTEER:
- An umbrella information page that gives out details about volunteering experience which users often enquire about to the client
- Better division of information between Individual and Group volunteers via separate pages
- Repair Calendar for easy scheduling

DONATE/SUPPORT US:
- Was initially a single page that focussed on furniture and tool donations, it is now segregated into different ways anyone can donate for the cause (furniture, tools, funds)

ABOUT US:
- Aims for a better segregation of information via separate pages about the organisation, announcements, the team and contact details. Initially it was clubbed together, which made it difficult for users to find the right information needed.

Problem 1: Information Architecture

The client had often received email queries from users not being able to find some information on the website. That was our first evidence for the information architecture to be improved upon

We conducted a survey and a card sorting exercise to understand the user pain points, and to take an informed decision for the new Information Architecture.

Users grouped different types of volunteering experiences together but wanted distinct pages for each type of volunteering
Different services were often grouped together