Fundraising Regulator

The challenge

After the initial launch of the Fundraising Regulator in 2016, the success and growth of their offering had outgrown the capabilities of their original website and online services.

Content on the old site was poorly organised and stylistically inconsistent, especially those parts of the site that were hosted on different domains. Key features of the website were dependent upon third-party suppliers, and it was impossible for back office staff to make small but necessary improvements to registration forms and processes.

We established the need for a better understanding of how members of the public and fundraising charities engaged with the website to inform an improved user experience, better organisation of information, and more clearly signposted user journeys for key audiences.

Since 2016, the addition of a self-service area of the website, for re-registration and payment by members of the levy, had also become a high priority to reduce costs and increase revenue.

The approach

Working closely with our regular content strategy partners, Contentious, we ran workshops with key stakeholders, and interviewed fundraising professionals from large, medium, and small charities. Combining these shared experiences with insights from a website user survey, we identified the most important user journeys for the new website.

With a hard deadline for launch, we needed a carefully coordinated delivery plan across three parallel strands of work: content auditing and rewriting; website UX and visual design; and technical re-architecting and integration with third-party systems.

Applying our agile delivery process, we incrementally improved and consolidated a convoluted legacy technical infrastructure, enabling FR staff to take control of their online business processes, and transferred knowledge to the client’s internal technical team to ensure that they could, if necessary, recreate the website from scratch themselves.

The outcome

We created a simplified and streamlined information architecture for the new website, provided clear signposting from the homepage to the most relevant content for each audience, and, with design collaborator (and fellow CoTech member), Wave, delivered a clean, modern, accessible design with bold use of iconography and a typographical treatment optimised for readability.

The new website is powered by Drupal 8 and integrated with Form Assembly and Salesforce CRM, with a stylistically consistent and coherent user experience across these disparate systems and the previously separate Public Register and charity pages. Improved search and filtering of charities in the Public Register has also been delivered as part of the Drupal integration work, and member charities can now update and control the information displayed in the Public Register from a password-protected area of the website.

Categorisation of content in Drupal by fundraising topic allows editors to easily associate related publications, resources, case studies, sections of the Code of Fundraising practice, news and other content. And by implementing Paragraphs, we ensured that editors would have plenty of flexibility when creating new ad hoc content types.