We helped NCVO review their digital estate
NCVO champions the voluntary sector by connecting, representing and supporting voluntary organisations. They work to help voluntary organisations and volunteers make the biggest difference they can. They currently support over 13,000 member organisations – a third of the voluntary sector workforce in England.
As part of NCVO’s digital strategy review, CAST were asked to help plan and conduct a user-centred review of NCVO’s current digital estate. They needed to understand usage patterns and user needs to inform their digital strategy and budgetary allocation from 2018.
This work consisted of four parts:
- A series of research interviews with their core audience at different organisational levels from across the sector;
- A CRM data and web analytics deep-dive to understand usage and engagement of current sites and services;
- A review of the current digital ecology from a systems integration perspective to understand dependencies and breadth of platforms currently used; and
- A review of the current technology platforms from a technical architecture perspective.
Over 16 weeks we supported the core digital comms. team to plan and conduct a range of research, analysis and testing activities.
We supported in conducting 6 one hour interviews with NCVO members and non-members. The synthesis from these interview led to the development of a range of crude prototypes for new services and features. Theses were guerrilla tested at the NCVO trustee conference and with a further 6 target users in one hour depth interviews. An edited talking-heads video of these interviews was distributed to teams and has helped embed the needs of the users in projects across the organisation.
We deployed a data scientist on their CRM and analytics data to understand actual numbers around digital engagement and usage. The questions we posed were based on some of the insights from the user interviews. For example: how did what we’d found in the interviews reflect across the entire user base for a calendar year?
We developed a digital ecology diagram outlining all the user facing and backend systems, platforms and integrations. In its initial incarnation this was over 6 feet long and placed prominently in the office space. This provoked responses and interest from across the organisation.
Working with a highly experienced technical architect who has worked in online news media, government and online gaming, we reviewed their technology architecture. He made strategic recommendations around technology choices, hosting infrastructure, data security and integrations.