Footbridge for Families
Fall 2022 - Spring 2023
We redesigned Footbridge for Families' website to help better connect them with government agents and health insurance administrators so that they could form more partnerships and receive money to aid their mission.
Allison Zhang, Kayley Ji, Tracy Yang, Jasmine Dong, Alisa Lo, Chloe He, Adrian Shin, Connie Kim, Sarah Yun
Footbridge for Families
Working with Footbridge for Families, a nonprofit that helps families in crises
How can we redesign Footbridge's online presence to better connect Footbridge with government agencies and insurance administrators?
Understanding nonprofit websites and how Footbridge works
Understanding how government and insurance administrators navigate and assess nonprofit websites
Making sense of our research
Synthesizing key insights
A website that communicates with clarity and specificity saves the time of potential contractors.
a. Contractors look for the communication of a clear mission that addresses a specific, well-researched gap and group of citizen communities.
b. Contractors quickly want to clearly understand a nonprofit’s model (what it does and how it works).
c. Clearly distinguishing between but also accommodating for all users with different goals and priorities decreases confusion and saves the time of users.
A nonprofit’s credibility is established through familiarity, transparency, and consistency.
a. Contractors value the diversity, capability, and history of the team behind the nonprofit a lot.
b. Contractors look for familiar team members, sponsors, and partner organizations when determining a nonprofit’s credibility.
c. Consistent visual design and branding add a lot of clarity and credibility to a nonprofit.
d. The history of a nonprofit, along with consistency in its operations over time with the people and resources it has available, makes a nonprofit more credible.
e. Transparency through specificity in testimonies, statistics, example impact scenarios, and other evidence adds to a nonprofit’s credibility.
f. Transparency through clarity of financial involvement and capabilities adds to a nonprofit’s credibility.
Government agents and health insurance administrators look to form partnerships with nonprofits that are flexible and willing to give more agency to contractors.
a. Contractors value forming partnerships with nonprofits that have a history of flexibility and a willingness to be flexible.
b. Stakeholders want more agency over who they're impacting after giving aid.
Scoping the problem into more specific design goals
Brainstorming ideas through Crazy 8's and identifying specific user needs to guide designs
Working on how to present a model of Footbridge through sketches
Figuring out how to organize the content of the website into pages and sketching out initial ideas
Creating a low-fidelity prototype of the website
Testing and iterating
Getting feedback on what does and doesn't work
Recruiting government and insurance administrators to test with was a struggle. Sometimes, we were able to work around this by testing with participants unfamiliar with Footbridge to see how well Footbridge's model was communicated, but it would be ideal to test with government and insurance administrators specifically to get feedback on the nuances of how they determine credibility. In the future, recruiting should be done earlier.
Balancing the needs of different audiences on the website was a challenging problem. It's important to differentiate between funders like the government and referral partners since they have very different goals in using the website. The best way to balance these differents needs is to get feedback from all groups at every stage—we could've done a better job of ensuring we considered everyone's thoughts in all stages of the design process.