Posts Tagged ‘Website’

Are our nonprofit constituent experiences intentional?

May 14, 2013 4 comments

What does the future of your nonprofit look like? Is it focused on your mission AND design?

The premise of this manifesto is all about being intentional about the experiences our constituents are having.

How many programs, products and services do you have? How many channels (Web, Social, Mobile, Call Center, Direct Mail, etc.) are you focused on? Do they all have a unified design and experience?

Mission + Design = Intentional experiences.

We are clear about our mission. Are we clear about our design?

If not, we aren’t ready to be the digital nonprofit of the future. If we aren’t ready to be a digital nonprofit, we aren’t ready for the future. If we aren’t ready for the future, will we be in business 5 to 10 years from now? Tough questions I know but worth considering.

So here are a couple more of intriguing questions:

  • How do we ensure that our constituents are having an amazing experience?
  • Why make constituents cope with the ordinary?
  • Why aren’t constituents more engaged with both our mission and revenue opportunities?

Our focus and day to day work should be about creating “constituent experiences” in this new age of consumerism. What is going on in the rest of the “for profit” world isn’t lost on our constituents. They are judging us based on those experiences. We can bury our head in the sand. That will only get us left behind.

Consumers expect more from business (and hence nonprofits) than ever before. So our mission programs, products and services have a level of expectation that our nonprofit may not be aware of. The support of our contributors, members and volunteers have is not necessarily drive by our mission. It is driven by their experience at any company, for profit or nonprofit. How do we compare to USAA for example? Do we know?

Here is the harsh reality. They not only expect better experiences, they believe they are absolutely entitled to them. Will we be intentional in delivering on those expectations? Are we ready to get left behind with stagnant growth if we don’t deliver those constituent experiences?

There is a unique opportunity to create amazing and positive experiences at our events, on the web, at our call center (if you have one), on smart phones and in our direct mail pieces. Are all of those unified? Is the experience amazing?

That amazing or ordinary (or perhaps even bad) experience will be how our nonprofit is measured in terms of satisfaction or even our fundraising success. Do we know how our constituents feel about the experience they are having with us? If not, why not? Are we being intentional about that experience they just had at our event? Is it consistent with the experience they want on our web site?


What is the difference between responsive vs. adaptive web design?

Users who access your websites through their mobile devices or other display screens really do not care what method you use, just as long as that they can effectively navigate your website on whatever device they happen to be using.

For that reason, the two methods described in this article have been devised for web developers to meet the challenge, and while responsive (RWD) and adaptive (AWD) design methods are both addressing the issue for rendering websites on mobile devices, there are subtle differences between them that it helps to be aware of.

More here: What is the difference between responsive vs. adaptive web design? | TechRepublic.

Just the facts ~~ Please!!

September 17, 2012 Leave a comment

Dragnet‘s Sgt. Joe Friday character frequently implore informants to provide ‘Just the facts‘. We have all kinds of “facts”, data from analytic platforms and internal operational systems. Take the call center or a website. There is so much there that can help improve digital experiences dramatically because it separates fact from fiction.

To mine this data for experience improvement opportunities, focus our efforts in examining the actual behavior of customers. We use Google analytics on our website. It helps us understand where visitors are going and what they do when they get there. Nothing like the facts. One company I know of used web analytics to prove a 65% customer drop-off rate at a point where login was required, prior to checkout. And when analysts at InterContinental Hotels Group (IHG) mined web analytics data for design opportunities, they found users pogo-sticking between search results and hotel landing pages, which tipped them off to the fact that users were digging for specific information.

Here are some other things to look for:

  • Study customers’ mobile and tablet behavior
  • Examine customer behavior across channels
  • Look at the moments that matter

This is powerful for improving the customer experience. We have the facts.

Is your content readable?

We all want our content read. That is the objective. Here are some great ideas on how to improve the readability of our sites.

When your content is highly readable, your audience is able to quickly digest the information you share with them — a worthy goal to have for your website, whether you run a blog, an e-store or your company’s domain.

7 Best Practices for Improving Your Website’s Usability

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