🌎Overview

Civicus is a global NGO that aims to increase participation from citizens in democracy and ensure freedom of association.

Problem

In the recent surveys conducted with their 8000 members around the globe, members expressed the need for Civicus to look at ways to facilitate direct member to member communication. Members believe the lack of inter-member communication is stopping collaboration between existing or new campaigns and sharing of resources.

Timeline

Discovery & Research

5 weeks

Civicus civic space monitor

Objective

Develop and pilot member-to-member direct communications solutions by 30 April 2020 and iterate thereafter

Team

UX Designers

Inez Patel

Tawanda Mutambwe

🛣️ Discovery

To start off the research phase, we analyzed survey results from a survey conducted by Civicus annually.

<aside> 💡 Interestingly the most popular reason why members want to communicate is to collaborate on projects and campaigns.

</aside>

The survey analysis provided a foundation for the interview questions that were used to conduct interviews with members. We wanted to explore the reasons and the ‘why’ behind the quantitative results.

📝 User Research

Research Questions

Interviews

After completing the interviews, I transcribed the audio recordings onto sticky notes and used a process of Affinity Mapping to group the large data into themes.

Affinity Mapping

Analysis & Synthesis

5 broad themes emerged which I took into a second round of Affinity mapping and further sub-themes emerged.

👥Personas

Given the wide network of members that Civicus has, it was important that the communication solutions we built meet the needs of all members.

5 Persona types emerged with each reflecting the individual communication needs of members.

Disclaimer: Due to a signed NDA, sensitive information such as Persona outcomes cannot be displayed.