Digital Customer Experience Enhancement and Roadmap Implementation for Non-Profit Organization

The organization’s current website infrastructure is inflexible and has grown organically, leading to fragmented content, difficulty in accessing key information, and barriers to user engagement. Growing programs have resulted in crowded pages, inconsistent content organization, and accessibility issues, all hindering effective communication with community members and stakeholders.

A mid-sized non-profit organization dedicated to community resource support and program expansion, seeking to optimize its digital presence for better user engagement and operational efficiency.

• Conduct a comprehensive digital experience audit to identify usability, accessibility, and content organization gaps.
• Develop an actionable roadmap to prioritize short-term improvements and long-term strategic enhancements.
• Implement initial design prototypes for key landing pages to illustrate improved navigation and content delivery.
• Enhance accessibility compliance across the website, including contrast, navigation cues, and multi-language support.
• Streamline user journeys to facilitate quick access to critical information such as program details, event schedules, and resource links.
• Empower the organization to make iterative improvements independently post-project.

• Automated and manual accessibility testing tools to identify and rectify usability barriers.
• Layout and content organization modules to ensure key information is above the fold and easily discoverable.
• User journey mapping tools to streamline navigation paths to essential content like program information and event details.
• Wireframing tools for rapid prototyping of homepage and program listing pages.
• Content management system capabilities to support ongoing content updates and reorganization.

• Analytics tools (e.g., Google Analytics) for measuring user engagement and site performance
• Accessibility testing services for ongoing compliance monitoring
• Localization and translation APIs for multi-language support
• Social media sharing and feedback tools to increase community interaction

• Site scalability to accommodate increasing content and user volume
• Page load performance optimized for both desktop and mobile devices (targeting sub-3 second load times)
• High accessibility standards (conformance with WCAG 2.1 Level AA)
• Responsive design ensuring consistent user experience across devices
• Security measures to protect user data and ensure compliance with relevant privacy standards

The implementation of this digital experience enhancement will improve user engagement, ensure accessibility compliance, and streamline information access. The organization can expect a more intuitive website that increases community participation and program visibility, leading to better resource distribution. Post-implementation, there is potential for measurable increases in page accessibility scores, reduction in user-reported navigation issues, and improved content update efficiency, supporting long-term mission impact.