We helped a national charity turn volunteer insight into tested ideas, a future journey and a clear roadmap for change.
What was the challenge?
A leading national humanitarian charity wanted to improve how it attracts, supports and retains volunteers. It needed a clearer view of the end-to-end volunteer experience and practical ideas to improve engagement while responding to operational pressures.
How did we help?
We placed volunteers at the heart of the design process, working collaboratively with staff, volunteers and the public to shape the future experience. As part of our support, we:
- Ran nine ideation workshops to generate and develop improvement ideas
- Gathered 340+ ideas through an organisation-wide engagement platform
- Consolidated the strongest ideas into nine experience concepts
- Rapidly prototyped priority concepts through two-week design sprints
- Tested prototypes with volunteers and members of the public
- Translated the findings into a future volunteer journey and delivery roadmap
What was the impact?
Our support created a clear, evidence-led vision and practical route for improving volunteer experience, designed to strengthen recruitment and retention while supporting more efficient delivery. This included:
- A detailed future volunteer journey and roadmap detailing clear next steps for implementation
- Two tested prototypes for a new application process
- Engagement with more than 150 staff and volunteers, drawing on over 340+ ideas to create an evidence-backed journey
- Actionable concepts designed to improve experiences and support operational efficiency
