Médecins Sans Frontières is an international non-governmental organisation best known for its projects in war-torn and developing countries. MSF relies on donations to support Doctors without borders program and help those in need. The existing donation platform was an inflexible iframe form embedded onto the MSF website. This allowed for no customisation and created a clunky donation experience. MSF wanted to enhance the donation form in order to increase trust through better design and experience for its donors. The form also needed to achieve key backend processes and integrate with the chosen payment gateway provider, IP payments (Bambora).
The Digital Garden UX team produced interactive prototyped and implementation of component based design. The decision to use component-based design was due to an existing website and style guide and the nature of the forms which could be built in 1, 2 or 3 step versions. The new donation form was built to allow easy management and creation of donation forms, alleviate pressure on customer service teams and increase overall conversions allowing donors to process real time donations across multiple payment options.
Due to the high volume of donations that are processed through the platform each year and at peak (natural disaster) Digital Garden led the load testing process for the platform to ensure a confident and secure donation experience. Digital Garden has continued to work with MSF as we embark on a sprint based Phase 2 for further enhancements to the platform.
The new donation forms provide an intuitive and seamless customer experience. The donation experience is informed with clear step labels, predictive google address API and field input. The new donation process focuses on removing any effort for potential donors
The donation forms have been custom built to allow full flexibility and to create a series of 1, 2 or 3 step forms. Site managers have the ability to “drag and drop” the order of any field on the form and the step that they appear as well as deciding which fields should be mandatory or non-mandatory.