Understanding partners to achieve greater impact
Pivot
Pivot is a non-profit organization focused on designing and implementing a comprehensive healthcare delivery system in the Ifanadiana district of Madagascar. They a take wholistic and research-based approach being sure to consider all aspects involved in successfully delivering healthcare in the region including the availability of medications and physicians, the operation of medical transport and facilities, and the cooperation of local government and partner healthcare coalitions.
"My experience working with Kyle was an inspiring reminder of why it’s so important to understand the perspectives of our stakeholders so that our online presence can help us achieve greater, longer-lasting impact in the communities we serve."
Amy | Manager | Pivot

Challenge

In the field Pivot has made great strides, pushing forward with their mission by supporting nearly 500,000 patient visits and nearly 200,000 comprehensive health examinations for children under 5 years old. However, in order to further scale their impact it is critical to establish strong bi-lateral partnerships and continue to raise funding to support the effort. A key channel for educating partners and donors on their mission and progress was the Pivot website. Unfortunately, the website according to Pivot did not truly represent the incredible work they were doing and was underperforming with regard to educating and on-boarding potential partners and donors. Pivot engaged Vantage to assist with creating a new strategy for their website experience.

Approach

Our focus leaned heavily on research in order for us to better understand the current user experience as well as gain insight into the goals of potential partners and donors. The research plan consisted of methods both quantitative and qualitative to yield the most well-rounded insights. Methods included user interviews, usability testing, click and scroll map analysis, indirect user observation, and a review of Google Analytics data. Interviews were carried out for a duration of 1 hour and facilitated over virtual chat. They were broken down into 4 parts including participant background, criteria for evaluating potential partners, a tailored usability test based on specific goals and a desired brand attributes exercise.

Outcome

After extensive research the final audit and insights report was generated. The report delivered a comprehensive review of the website user experience as well as key insights on potential partner expectations and goals. Also included in the report were validated partner personas and user experience journeys which will allow Pivot to better empathize with partner needs. Given the depth of learning from the document, it can be referenced across organizational units to inform strategic decision making leading to more tailored solutions. The report will also be used to guide later phases including the design of a new higher-performing website.

Consultation

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Exploration

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Ideation

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Application

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Outcome

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