BUILDING FOR GOOD

CLIENT

The Salvation Army (Singapore)

TYPE OF CLIENT

Charity Organisation

CONTEXT

Established in 1935, the mission and vision of The Salvation Army (TSA) Singapore is to serve the underprivileged in the community without discrimination. They promise to do the most good with a donor's resources and for those whom they serve. However, their website does not allow these promises to be carried out efficiently.

WHAT WE DID

My team and I set out to improve the user's journey and overall experience, and to align the website with the organisation's goals and brand.

RESULT

By redesigning the current website to reflect a clearer navigation system and a more understandable layout, thus making it more accessible and informative, users will be provided with relevant information on hand and a straightforward method to donate/volunteer.

PROCESS

My team and I conducted a comparative website analysis on similar organisations and reviewed TSA's financial statements and corporate brochures, along with usability tests and interviews on TSA's website to form our insights.

INSIGHTS

Potential donors/volunteers visit The Salvation Army website to find out more information before deciding to donate or do voluntary work with them, but are unable to navigate the website smoothly due to poor terminology and menu layout. They also feel frustrated about having to sift through several categories and sizeable content in order to find out more, which affects their decision to donate/volunteer.

IA METHODS

A mix of content audit, card sorting and tree testing methods were used to see how users would group the existing categories on their own, and create a more understandable and efficient categorisation system.

RESULTS

Using the data gathered, a revised sitemap was developed. It was then run through a tree testing exercise to see if there was an improvement in terms of navigation and terminology. A 100% success rate was achieved for all task scenarios.