We partnered with Oxfam GB in 2010 to redevelop their online platforms, with a unified user experience delivered through a new, integrated, underlying technology platform.
At the time, Oxfam faced several challenges as an organisation:
Addressing the needs of their extremely diverse audiences needed a major emphasis on user research and user testing. Our primary goal of the discovery stage was to:
We focussed on three core areas, business, audience and technology – before creating unique user personas and mapping the customer journey through tree testing.
With each of their divisions operating in silos, Oxfam’s technology stack had become unmanageable as ownership was spread across the organisation.
Initially, this level of control and freedom was a benefit to the agility of the organisation, but over time, without governance, standards or a directional technology and customer experience vision, their platforms had become a bottleneck to change and were creating inefficiencies within their team.
This barrier was magnified when we were appointed to work on the Global Identity Project and the entire digital estate had to undergo a full rebrand.
To provide governance and consistency, but maintain departmental independence and control, we replaced all the existing Oxfam GB platforms with a central Sitecore CMS to standardise the technology across the organisation and remove the gaps and inefficiencies between silos.
This technology centralisation in turn facilitated the operational changes to ways of working: