SVP

Project overview

Key features include a streamlined donation process as well as powerful third-party integration such as Microsoft Dynamics CRM, ComplyFile, AutoAddress and Google My Business.

The project had an immovable deadline to go live in time for the Annual Appeal at Christmas, and to handle the busiest and most important two months of the year, when SVP receives on average 800 requests every day. The project was highly collaborative, and the whole SVP team worked tirelessly with Matrix to ensure we met our challenging but realistic milestones, deadlines and sign-offs. This dedication helped us deliver a challenging project and a rewarding new website that Matrix and St. Vincent de Paul can be proud of.

Key features

• Entire donation process has been streamlined through implementing gravity forms that reduce steps for the user — people can make once-off donations and regular direct debit donations via the website in both euro and sterling;
• CRM integration (Microsoft Dynamics two-way integration);
• Document repository for published research and learning materials;
• Streamlined user journey through the Gravity Forms plugin, for online forms and online donations;
• Careers RSS feed from People HR external jobs portal; 
• Integration with third-party Complyfile for registering to become a volunteer;
• ‘Flexiblock’ modular template system — blocks that conform to the UI toolkit can be combined to build custom pages, offering full flexibility while maintaining consistency with the rest of the site. (Training provided by our Technical Lead); 
• Auto Address integration on all address fields, which auto-populates the full address when users type in the field (manual entry is also an option). This simplifies the process for the user, removes human error and sanitises the data being sent across the CRM. This feature is integrated with both the Republic of Ireland and Northern Ireland address databases;
• Interactive map that highlights all of SVP’s services including all the shops across Ireland. The shops are integrated with Google My Business.

Goals

SVP needed a platform that could handle high traffic, communicate clearly across audiences, and drive action — all while reflecting the scale and trust of Ireland’s largest charity:

• Improve and enhance the user experience to help build awareness of SVP’s programme of work and to build the donor and volunteer community
  

• Provide a platform to showcase SVP activities, services, information and news to the charity’s target audience
  

• Promote and highlight the research publications and learning material within the SVP organisation
  

• Incorporate digital tools to promote the various areas of work across the organisation
  

• Prioritise GDPR compliance of all data handled

Process

From discovery to launch, this was a deeply collaborative build — guided by UX best practices, stakeholder input, and user testing to shape a site that truly serves SVP’s mission:

• Discovery process to crystallise the goals and website vision, and create user journeys, personas and information architecture
• UX audit to thoroughly research the current website pain points, benchmark peer websites, review analytics and conduct user behaviour analysis
• Moderated user testing of the old website as well as all key stages of the process to verify and confirm all UX, UI and development
• Custom graphic design phase, from wireframes to final templates
• Development phase with ongoing feedback from SVP on test site

Impact

The site overhaul not only improved clarity and access — it significantly reduced friction across key user actions, helping SVP support more people, more effectively:

• Task completion time for the ‘request help’ process reduced by 47%
• ‘Donate’ page bounce rate six times lower
• ‘Request help’ page bounce rate 44 times lower
• Average homepage engagement time tripled
• SVP team fully trained to manage and evolve the site independently

CAREERS

Come play 
with us

Are you driven to create experiences that people love? Do you want to be a part of a team where you can be yourself? If so, we’d love to hear from you.