CHIMP is a growing tech company changing the charity sector. CHIMP is leading the movement to make giving a part of everyday life. It’s online platform empowers people to support any charity in the country, get instant tax receipts, automate donations, give with friends, and set up savings accounts for charity. The CHIMP community has donated over $510 million to date, benefiting thousands of Canadian charities.
At CHIMP, I was part of the team that was responsible to reimagine the company’s web app and design donation and allocation flows for native iOS environment from scratch. CHIMP functions as a bank account for charitable giving. It is a complex model with over 30 donations (add funds), and allocation (give funds to Charities and friends) scenarios that interact with many other product features.
Since our task was to reimagine and recreate this model for a mobile platform, it was necessary to understand the context and workings of the existing CHIMP web app before getting started.
UX Audit, Heuristic Evaluation
UX Audit documentation, UX plan for the new iOS App
I worked with the software engineers in the team to understand the logic and various components of the web app. We mainly discussed the conceptual model of the different transactions that took place on the CHIMP platform such as employee matching, donation, allocation and fund allocation. This enabled me to map out the system, understanding individual components and how they relate with one another. Next, to get a pulse on donor feedback, I held multiple sessions with the donor experience team to learn about common donor pain points and existing processes to tackle them. After gathering this information from the subject matter experts, it was time to process and synthesize it along with the design team. The outcome of these sessions was a thorough documentation which included the following:
A list of transactional scenarios: Each transactional scenario has multiple dependencies and flows, for both a new and existing CHIMP user. I created a list of 30 user scenarios consisting of several dependencies. These were then designed using the Human Interface Guidelines design framework and other industry trends.
Analysis of all product touchpoints: For each transactional flow there is a feedback loop that is generated within the app and via email. I collected an inventory of automated emails to understand when they are triggered and whether a cohesive messaging was achieved across the different touchpoints.
A list of possible error states: Created a list of error states for each scenario, that can later on be looked into by UI designers and content strategists to provide solutions that are actionable and recoverable.
Heuristic evaluation: I evaluated the UI layer of each transactional flow and highlighted usability, and efficiency issues. Some of these were addressed when implementing the iOS flows.
Future product development: This attempt to map out the existing CHIMP web app with the lens of business logic and user needs was critical in laying out a plan for future product considerations.
Back to the drawing board with clarity
With this groundwork done, I presented my findings to the design team, following which we moved on to the next step—designing new user flows and wireframes. Meanwhile, the documentation was presented to the product team for further analysis and action. This thorough audit helped us apply a more structured process to simplify a complex digital product.