- Expensive CRM that did not cater to the organizations needs.
- Staff was “going rogue” due to difficulty of, specifically, mass mailing tools. We were at risk of undoing all of our opt-in/opt-out goodwill.
- Partnered with our Data Services team to interview each department about their work to translate this into CRM functionality and training.
- Turned CRM requirements and tasks into wireframes and workflows and passed off to developer.
- Developed a taxonomy for the CRM data structure along with plans for importing the data.
- Acted as Product Owner during intensive 12-week Agile development process with development team
- Led the information architecture development and content migration to Drupal.
- Deeper organizational buy-in and use of CRM.
- Thousands of emails sent to stakeholder network per month with clean opt-in/opt-out rules and workflows.
- Due to ongoing work with stakeholders and the trust that was earned pre-launch, continued iterative development of CRM.
- Year of launch, our team received organizational award for teamwork.
- 20+ years of accumulated knowledge had not been digitized.
- A dispersed network of over 200 local youth development organizations who could not afford to travel to conferences, needed access to this knowledge.
- I interviewed stakeholders and audited existing knowledge documentation.
- I created a content inventory and ran several card sorts to categorize content with various user groups.
- I built wireframes and passed off to developer for build.
- Introduced the Knowledge Bank concept to the organization, evangelizing the tool pre-launch.
- Post-launch, the organization agreed to fund a Knowledge Bank position. I sat on the hiring committee (and ultimately trained) the first Knowledge Bank Manager on the tool post-launch.
- Thousands of documents were digitized and categorized giving access to hundreds of programs around the country and internationally.
- YouthBuild USA and YouthBuild International were united under one umbrella, but had separate websites.
- The organization had a public-facing website and a log-in data reporting tool that did not talk to each other leading to inaccurate public program data and demographics.
- I conducted user interviews with staff and local program stakeholders.
- I used data and research to balance the business needs of the organization and the local programs, with our need to tell a compelling story to bring in donors.
- I created wireframes that I handed off to developers and project managed the design, user experience and content writing through to launch.
- I worked closely with the data team to assure integration with current CRM, often acting as the translator between our internal developer and external designers and developers.
- Engaged students from Bentley College master’s in Human Factors in Information Design to conduct a heuristic evaluation & user survey to develop wireframes to revamp the user interface of our site reporting tool.
- YouthBuild USA and YouthBuild International began to present a compelling and unified brand story–beginning to eliminate the confusion between the two.
- The new website’s program directory pulled from the log-in data reporting tool to allow for immediate and up-to-date program information for our public audiences including donors and funders.
- Unified log-in for all tools offered by the organization for internal and external stakeholders, which increased engagement two-fold.