User Flow & System Mapping for a Charitable Organization

Mapped the user flows for a charitable organization's core digital systems, including single donations, recurring monthly donations, tribute campaigns, and event registration. The objective was to provide a clear, visual overview of complex user journeys and back-end processes to improve system efficiency and enhance donor and supporter experience.

The organization's digital ecosystem was fragmented, with distinct user journeys for different types of support. The lack of a centralized, visual reference for these processes made it difficult for development, marketing, and fundraising teams to collaborate effectively. Without a clear map, it was challenging to identify points of friction for users, ensure consistent communication, and troubleshoot issues. The organization needed a comprehensive blueprint of its digital operations to drive strategic improvements.

I created a detailed series of flow maps that meticulously deconstructed each key user journey. This involved analyzing existing systems and user interactions to create a visual representation of every step, decision point, and back-end integration. The solution included:

Deconstructing Donation Flows: I mapped the entire journey for single and monthly donations, including user options, payment methods, confirmation pages, and automated communications. The maps clearly differentiated between new and returning donors.

Visualizing Tribute Campaigns: I documented the intricate processes for "Ever After Garden" and "Celebrate A Life" campaigns, showing how user actions trigger specific tribute messages and data synchronization.

Charting Event Registration: I outlined the flow for event sign-ups, from initial search and selection to confirmation, including the logic for users to find and register for events.

Integrating Back-End Processes: The maps were extended to show the critical automated steps, such as data syncing with Salesforce, ensuring a clear understanding of how user actions translate into internal data management.

The completed flow maps served as a critical asset for the organization. They provided a shared visual language that aligned stakeholders across departments and brought a new level of clarity to the digital systems.

Improved Communication: The maps became the definitive source of truth, enabling teams to speak the same language when discussing system features and improvements.

Identified Optimization Opportunities: By visualizing the flows, the organization could easily identify redundant steps, unnecessary decision points, and opportunities to streamline user journeys, directly impacting conversion rates.

Strengthened System Integrity: The detailed mapping of internal processes, such as the Salesforce sync, provided a valuable reference for developers and data managers, ensuring greater accuracy and reliability in data handling.