British Red Cross - The Volunteer Experience

What was the challenge?

The British Red Cross is an internationally recognised charity. For the last 150 years they have helped individuals and communities to withstand, respond to, and recover from emergencies and crises. The delivery of the charity's strategic vision and operational activity is dependent on a consistent pipeline of over 21,000 credible, motivated and qualified volunteers. The British Red Cross recognised that the current volunteer journey needed to change in order to sustain this funnel of volunteers. 

How did we help?

Moorhouse worked in a blended team to deliver three core workstreams of activity:

  • A review of the existing volunteer journey: to understand volunteer needs, current experience, internal processes and opportunities for improvement
  • Set up of agile recruitment teams: organisational redesign and embedding of cross functional agile teams to implement initiatives to drive improvement of volunteer recruitment and boost volunteer numbers
  • Service design of the future volunteer journey: gathering ideas for how the journey should look, developing prototypes to bring the journey to life, testing this with users and defining a roadmap to implement the future journey

What was the impact?

  • Over 50 ‘pain points’ highlighted across the journey, pinpointing where specific issues were
  • Double the conversation rate from applicant-to-volunteer through the agile teams
  • 2 prototypes for a new application process – tested with members of the public and engagement with over 150 staff and volunteers

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