Crowdfunding Flexible Payments

The challenge

JustGiving Crowdfunding was birthed in September 2012. A lot's been learnt over the last few years that has helped sculpt the product. The Net Promoter Score (NPS) was a lever that we wanted to increase as part of our first quarter objectives. So, what was going to make our users happier?

What we knew

users want control of when they get paid
almost 40% of bank accounts were rejected
only 0.01% of PayPal accounts failed verification
JustGiving Crowdfunding has a younger demographic than fundraising
mobile accounted for 70% of Crowdfunding traffic

Design principles

Considering the knowledge and data we had:

allow users easy access to their funds
encourage PayPal accounts to help reduce rejection rates
allow pages to be open for as long as the users want
track every aspect of the journey with analytics
develop JustGiving DNA pattern library

Role - Lead UI Designer
Client - JustGiving
Year - 2016 - 2017

Unpicking the flows that the user came in on and where the leaks were.

Putting some data around the onbaording process helped us understand where we needed to focus our attention.

We needed to show the user their withdrawal history.

An extra step to make sure that the user has their expectations managed on when the funds will arrive. So that the CS team aren't burdened with more calls.

Helping to bridge the gap between UI/UX and Front-end dev I used Framer.com to communicate the interactions of what withdrawing funding from your Crowdfunding Page would look like.

To help explain the interactions around Page Duration functionality I also used Framer.com to create a prototype.