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FEATURE DESIGN & UX

A platform for social impact challenges

Impactio (WWF)

Figma, Miro, JIRA

5 months

Service blueprint, user testing, flows, design system and UI design

Summary

Impactio is a platform, built by WWF-Australia, that enables global collaboration to curate, support and deliver a portfolio of high-quality impactful solutions to social and environmental problems.

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I was involved in two parts of the project: the technical audit and design support. For the technical audit, I paired with a PALO senior designer to help facilitate workshops and stakeholder interviews, and assist with the creation of a service blueprint. For full time scrum design support, I played as Impactio's only UX designer, designing responsive wireframes, user flows and creating a design system from scratch.

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Both the audit and my design support role revealed a huge range of user experience concerns and flaws in ways in working. It was clear that Impactio was in need of a platform re-haul and UX review.

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Technical audit

Prior to PALO IT taking over the Impactio platform, we conducted a technical audit to understand Impactio’s existing platform and processes. Over 4 weeks, we completed a variety of design activities, including stakeholder interviews and ideation workshops as part of a discovery program. One of the key deliverables was a service design blueprint.   

Interviews with Project Leaders and Curators

Key insights

  • ​Overall usability issues of the platform, particularly with account creation process and the collaboration stage of the Challenge.

  • Curators complete their tasks during the final day or two before their deadline and that the quality of their discussion or submission is less than ideal.

  • Users don't feel they are valued for their input throughout Challenges. What's in it for users?

Stakeholder workshop and interviews insights

We ran 2 workshops with WWF stakeholders to help map the process on the service blueprint.

Key insights

  • Challenge set up on the platform is laborious and requires a lot of manual handling

  • Email communications are done manually by a single WWF team member

  • Tracking the progress of setting up a challenge is not streamlined

  • Product and feature developments is not fully captured or estimated in the backlog

Service blueprint – Mapping the process and user concerns

Prior to PALO IT taking over the Impactio platform, we conducted a technical audit to understand Impactio’s existing platform and processes. Over 4 weeks, we completed a variety of design activities, including stakeholder interviews and ideation workshops as part of a discovery program. One of the key deliverables was a service design blueprint.   

Key insights

  • Users are not engaged to complete their tasks to a high-quality

  • Users do not understand the value of participating in a challenge

  • The platform is not designed to automate the Challenge process

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Ideation – How might we solve these issues? 

Prior to PALO IT taking over the Impactio platform, we conducted a technical audit to understand Impactio’s existing platform and processes. Over 4 weeks, we completed a variety of design activities, including stakeholder interviews and ideation workshops as part of a discovery program. One of the key deliverables was a service design blueprint.   

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1

How might we provide a unique and differentiated way of connecting project leaders, curators and investors to build partnerships that have the potential to deliver impact at scale?

Popular ideas

Have an effective database to manage relationships more effectively, consistently and with targeted messaging.

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2

How might we effectively communicate and demonstrate value for time to Impactio participants so they can feel stimulated to better engage with the platform and connect with its stakeholders at a deeper level?

Popular ideas

Gamification. The tokens were very popular and are definitely missed.

More community features on platform to help participants connect and engage with each other.

Demonstrate success. What is the success they get funded to take their venture forward/mentored/markets etc

Designing the new challenge: Innovate to Regenerate 2022

Following the audit, the business' focus changed to focus on setting up the next challenge, Innovate to Regenerate 2022. 

5 user interviews – Less general, more specific around Challenge information

Key insights

  • Key challenge process details, such as timelines and what's involved should be made clearer and highlighted throughout the whole experience.

  • More information around Challenge roles such as Project Leader, Curator and Supporter should be clearly identified and communicated.

  • The inspirational vision and invitational tones of the Regenerating Australia film are not reflected on the Regen II web experience due to a disconnect in visuals, imagery and copy.

✏️ First iteration

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✏️ First iteration – Main landing page and Get Involved page

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💡 Focus on highlighting key information and rework the branding / UI to be in line with the film. 

✨ Final design

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What changed?

  1. Revitalised the look and feel to be more inspiring and visual with a focus on human imagery.

  2. Clearer sections that what's involved with a Challenge. 

  3. CTAs are clearer and use active voice. Users now know Joining the Challenge is the main CTA. 

  4. Challenge roles and timeline are more digestible.

  5. Demonstrated what success looks like with previous challenge case studies

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Form redesign – Expression of Interest

Following the audit, the business' focus changed to focus on setting up the next challenge, Innovate to Regenerate 2022. 

Old design

Idea one

Idea two

Design system creation

There was no existing design system before PALO IT took over this project. I built a design system from scratch based off MUI UI library (V4).

Retrospective

What were the challenges of the project?

Stakeholder and client miscommunication

There was a lack of alignment between stakeholders on the client side. As a result, the client struggled to prioritise user stories and provide sufficient information on time. This impacted our efficiency and velocity for sprints. 

Previous Waterfall way of working

Prior to PALO IT's engagement, Impactio was operating in a waterfall way of working. This contributed to miscommunication and a lack of prioritisation. While Scrum helped prioritise and set structure to our work, the client found it challenging to get into the flow of this new efficient way of working. 

Legacy and complex code limited creativity

The platform is coded and built in a way that's not scalable. This meant that any major platform changes could lead to major issues across the platform. It also meant that any changes were complex and high tech/dev effort. As a result this limited design innovation. 

 How did I tackle these challenges?

Throughout my engagement I implemented the following ways of working to help the client adopt more efficient processes :

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  • Weekly design reviews with key stakeholders

  • User story kick off meetings (3 amigos)

  • Educated them on the Scrum framework

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