Case study:

Donor Portal Revamp

Plan International’s donor portal serves as a critical touchpoint for supporters, allowing them to engage with their sponsored children and track their giving history. However, the legacy portal presented significant usability challenges that hindered donor engagement.

Key issues

Confusing navigation made it difficult for donors to locate key features.
Unclear naming conventions and formatting led to frustration.
Frequent donor service inquiries about how to find and communicate with sponsored children.
Limited visibility into donation history and available giving opportunities.

Photo by Tim Gouw | Unsplash

— My role —

As Web Content Manager, I played a key role in leading the strategy, design, and execution of the donor portal revamp. I collaborated closely with our in-house web developer and Director of Digital Marketing to assess donor feedback and prioritize changes that would drive engagement and revenue.

The approach

Stakeholder collaboration:

Attended meetings with the Donor Services team to gather insights from recurring inquiries.

Direct donor feedback:

Distributed surveys to a select group of existing donors to understand their biggest pain points.

Competetive research:

Analyzed competitor nonprofit donor portals to identify best practices and user-friendly design elements.

— Challenges & solutions —

Photo by Stephen Phillips | Unsplash

Technical constraint

The original donor portal was hosted on WordPress, which limited our ability to enhance the experience.

Photo by Luca Bravo | Unsplash

Solution

We strategically decided to migrate the donor portal to Strapi, a more flexible content management system, allowing for better performance, improved customization and a smoother donor experience.

— Results & impact —

Increased product conversion rates attributed to the donor portal.

Expanded giving opportunities beyond sponsorship—introducing gifts available to all donor types, unlocking a new revenue channel.

Enhanced donor experience with more intuitive navigation, reducing friction in the giving process.

Through addressing key usability concerns and expanding donation opportunities, we not only improved fundraising revenue but also strengthened donor relationships by making the portal more accessible and engaging!

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