Online Charity Store
Researching and Defining a Digital Future for a Non-Profit
Online Charity Store
Researching and Defining a Digital Future for a Non-Profit
Online Charity Store
Researching and Defining a Digital Future for a Non-Profit
Online Charity Store
Researching and Defining a Digital Future for a Non-Profit
Online Charity Store
Researching and Defining a Digital Future for a Non-Profit
Crafting a Digital Future: Redefining the Online Second-Hand Shopping Experience for a Renowned Australian Charity.
Product
[Confidential – Not Yet in Market]
Skills
User Research & Proposition Testing
Internal & External Requirements Gathering
Service Design
Category & Competitor Benchmark
My Role
UX Lead [End-to-End]
Timeline
Market Launch Early 2025
In 2024, Satellite SOS was introduced on the Pixel 9 seriesat Made by Google , which lets users message and send their location to emergency services via satellites when they do not have network coverage.
Product
[Confidential – Not Yet in Market]
Skills
Design Strategy
UX/UI Design
Human-centred thinking
Category & Competitor Benchmark
My Role
UX Lead [End-to-End]
Timeline
Market Launch Early 2025
Crafting a Digital Future: Redefining the Online Second-Hand Shopping Experience for a Renowned Australian Charity.
Product
[Confidential – Not Yet in Market]
Skills
User Research & Proposition Testing
Internal & External Requirements Gathering
Service Design
Category & Competitor Benchmark
My Role
UX Lead [End-to-End]
Timeline
Market Launch Early 2025
Crafting a Digital Future: Redefining the Online Second-Hand Shopping Experience for a Renowned Australian Charity.
Product
[Confidential – Not Yet in Market]
Skills
User Research & Proposition Testing
Internal & External Requirements Gathering
Service Design
Category & Competitor Benchmark
My Role
UX Lead [End-to-End]
Timeline
Market Launch Early 2025
Context & Opportunity
An iconic Australian charity, renowned for its community support and relief efforts, has recognised the growing shift toward digital. As younger audiences increasingly turn to platforms like Depop and Facebook Marketplace to purchase second-hand goods, the charity sees a valuable opportunity to adapt, aligning with this growing preference for online shopping.
With this context in mind, we embarked on a six-week exploratory exercise to uncover the technical solution that would underpin this pilot e-commerce offering. Adopting a human-centred approach and collaborating closely with the non-profit, we gathered internal and external requirements to ensure the solution was feasible, desirable, and viable.
Context & Opportunity
An iconic Australian charity, renowned for its community support and relief efforts, has recognised the growing shift toward digital. As younger audiences increasingly turn to platforms like Depop and Facebook Marketplace to purchase second-hand goods, the charity sees a valuable opportunity to adapt, aligning with this growing preference for online shopping.
With this context in mind, we embarked on a six-week exploratory exercise to uncover the technical solution that would underpin this pilot e-commerce offering. Adopting a human-centred approach and collaborating closely with the non-profit, we gathered internal and external requirements to ensure the solution was feasible, desirable, and viable.
Gather evidence of consumer desirability, alongside cross-departmental business requirements, to define the technological solution needed to bring this pilot e-commerce initiative to life and support the business case.
Key Outcomes
200+ Prioritised Considerations:
Comprehensive requirements document detailing the source, importance, and priority of each item to inform the recommended technical infrastructure and solution design.
Business Process Mapping
Documented current and future-state processes to support the pilot offering's operations, highlighting key touch points where technology integration enhanced efficiency and experience for end users.
Research Artefacts
A collection of observational reports highlighting key findings that informed requirements analysis and actionable insights for consideration during the upcoming testing and pilot phase.
Gather evidence of consumer desirability, alongside cross-departmental business requirements, to define the technological solution needed to bring this pilot e-commerce initiative to life and support the business case.
Key Outcomes
200+ Prioritised Considerations:
Comprehensive requirements document detailing the source, importance, and priority of each item to inform the recommended technical infrastructure and solution design.
Business Process Mapping
Documented current and future-state processes to support the pilot offering's operations, highlighting key touch points where technology integration enhanced efficiency and experience for end users.
Research Artefacts
A collection of observational reports highlighting key findings that informed requirements analysis and actionable insights for consideration during the upcoming testing and pilot phase.
Gather evidence of consumer desirability, alongside cross-departmental business requirements, to define the technological solution needed to bring this pilot e-commerce initiative to life and support the business case.
Key Outcomes
200+ Prioritised Considerations:
Comprehensive requirements document detailing the source, importance, and priority of each item to inform the recommended technical infrastructure and solution design.
Business Process Mapping
Documented current and future-state processes to support the pilot offering's operations, highlighting key touch points where technology integration enhanced efficiency and experience for end users.
Research Artefacts
A collection of observational reports highlighting key findings that informed requirements analysis and actionable insights for consideration during the upcoming testing and pilot phase.
What we Learned from customers
We purposefully sought diverse perspectives to capture a wide array of voices, enabling us to develop a more comprehensive understanding of the overall sentiment toward the e-commerce offering and uncover how expectations differed across generational groups. This approach ensured a well-rounded view that informed our recommended technical solution.
High-level findings
"Op Shop" Experience Online
A key trend across generational groups was their shared description of the "op shop" experience, characterised by the excitement of "serendipity" and "treasure hunting." This became central to translating the experience into the online space.
Digital Hygiene
Users emphasised the need for high-quality descriptions, images, and specifications to address frustrations with similar marketplaces, ensuring a polished online shopping experience.
Community Integration
Community was a key value to integrate into the digital experience, aligning with the charity’s mission. Elements such as user reviews, social proof, and sustainable practices were highlighted as important features to foster connection and reflect shared values.
What we Learned from customers
We purposefully sought diverse perspectives to capture a wide array of voices, enabling us to develop a more comprehensive understanding of the overall sentiment toward the e-commerce offering and uncover how expectations differed across generational groups. This approach ensured a well-rounded view that informed our recommended technical solution.
High-level findings
"Op Shop" Experience Online
A key trend across generational groups was their shared description of the "op shop" experience, characterised by the excitement of "serendipity" and "treasure hunting." This became central to translating the experience into the online space.
Digital Hygiene
Users emphasised the need for high-quality descriptions, images, and specifications to address frustrations with similar marketplaces, ensuring a polished online shopping experience.
Community Integration
Community was a key value to integrate into the digital experience, aligning with the charity’s mission. Elements such as user reviews, social proof, and sustainable practices were highlighted as important features to foster connection and reflect shared values.
What we Learned from customers
We purposefully sought diverse perspectives to capture a wide array of voices, enabling us to develop a more comprehensive understanding of the overall sentiment toward the e-commerce offering and uncover how expectations differed across generational groups. This approach ensured a well-rounded view that informed our recommended technical solution.
High-level findings
"Op Shop" Experience Online
A key trend across generational groups was their shared description of the "op shop" experience, characterised by the excitement of "serendipity" and "treasure hunting." This became central to translating the experience into the online space.
Digital Hygiene
Users emphasised the need for high-quality descriptions, images, and specifications to address frustrations with similar marketplaces, ensuring a polished online shopping experience.
Community Integration
Community was a key value to integrate into the digital experience, aligning with the charity’s mission. Elements such as user reviews, social proof, and sustainable practices were highlighted as important features to foster connection and reflect shared values.
Collaborative Discovery
We facilitated several workshops with over 25 staff members across various departments, complemented by extensive research conducted in metropolitan stores. This included interviews with over 40 customers and store staff across 4+ stores. To support this primary stream, we carried out an in-depth analysis of existing systems, evaluated potential vendors, and conducted competitor research. These efforts culminated in a comprehensive list of needs and requirements, shaping the solution's infrastructure and user experience.
Collaborative Discovery
We facilitated several workshops with over 25 staff members across various departments, complemented by extensive research conducted in metropolitan stores. This included interviews with over 40 customers and store staff across 4+ stores. To support this primary stream, we carried out an in-depth analysis of existing systems, evaluated potential vendors, and conducted competitor research. These efforts culminated in a comprehensive list of needs and requirements, shaping the solution's infrastructure and user experience.
Want to Learn More?
Due to the confidential nature of this project, I’m unable to share specific details about the insights, implications, or outcomes as it is not yet in market.
However, if you’re interested in learning more about the approach, process, and overall scope of this work, feel free to get in touch.
Want to Learn More?
What emerged was a series of opportunities to fundamentally address these challenge areas while pushing the boundaries of traditional thinking to explore ways to expand and innovate within the category. These efforts culminated in a series of polished UI designs which included context-aware personalisation (Using predefined conditions to deliver content based on user's context), other functionalities to overall enhance engagement and way finding.
As this work is ongoing, I’m unable to share further details or the designs themselves—please feel free to reach out if you’d like to discuss this project in more detail.
Want to Learn More?
Due to the confidential nature of this project, I’m unable to share specific details about the insights, implications, or outcomes as it is not yet in market.
However, if you’re interested in learning more about the approach, process, and overall scope of this work, feel free to get in touch.