If I Only Had a Frame(work): 2016 NTC

If I Only Had a Frame(work): Crafting Experiences Across 3rd-Party Systems

2016 Nonprofit Technology Conference: San Jose

March 24, 2016 #16NTCcohesiveUX Collaboration Notes: http://po.st/cohesiveUX-16NTC

Lara KochSENIOR MANAGER, WEB STRATEGY, THE HUMANE SOCIETY OF THE UNITED STATES @larakoch

IF I ONLY HAD A FRAME(WORK)

Melissa BarberPROJECT MANAGER, NORTH PEAK SOLUTIONS@melissa_barber

Brett MeyerCHIEF STRATEGY OFFICER, THINKSHOUT@brett_meyer

#16NTCCOHESIVEUX


The Problem#16NTCCOHESIVEUX

The top reasons customers leave a brand are poor quality and rude customer service ..

68% of customers leave because they are upset with the treatment they've received.

– U S C H A M B E R O F C O M M E RC E

A dissatisfied customer will tell between 9-15 people about their experience.

– W H I T E H O U S E O F F I CE O F CO N S U M E R A F FA I R S

39% of respondents said they avoid vendors for two or more years after a bad experience.

– Z E N D E S K S U RV E Y O F 1 0 0 0 CU S T O M E R S


One Bad Experience#16NTCCOHESIVEUX


One Bad Experience#16NTCCOHESIVEUX


What’s This Got to Do With Me?#16NTCCOHESIVEUX

So, what’s the solution?

MINI-TITLEIF I ONLY HAD A FRAME(WORK)

Case Study: The HSUS

HSUS

We Contain Multitudes (Because We Have To)

HSUS

We Use…#16NTCCOHESIVEUX

HSUS

Difficulties?#16NTCCOHESIVEUX

HSUS

None whatsoever! Everything works beautifully and we mostly spend our days rubbing dog bellies and taking long, luxurious lunches.

#16NTCCOHESIVEUX

HSUS

Old, Outdated Platforms#16NTCCOHESIVEUX

HSUS

No Content Strategy or Governance#16NTCCOHESIVEUX

HSUS

No Focus On Data or Users#16NTCCOHESIVEUX

HSUS

What Do We Do?#16NTCCOHESIVEUX

HSUS

Branding, Templates, Data, Analysis, Sacrifice

HSUS

Cohesive Branding#16NTCCOHESIVEUX

HSUS: Cohesive BrandingIF I ONLY HAD A FRAME(WORK)

#16NTCcohesiveUX


#16NTCcohesiveUX


#16NTCcohesiveUX


#16NTCcohesiveUX

HSUS

Templates#16NTCCOHESIVEUX

HSUS: TemplatesIF I ONLY HAD A FRAME(WORK)

#16NTCcohesiveUX

HSUS: TemplatesIF I ONLY HAD A FRAME(WORK)

#16NTCcohesiveUX

#16NTCcohesiveUX

HSUS

Cohesive Data#16NTCCOHESIVEUX

HSUS

Using That Data#16NTCCOHESIVEUX

HSUS

What’s Still Missing?#16NTCCOHESIVEUX

HSUS

Modern Platforms#16NTCCOHESIVEUX

HSUS

One CRM to Rule Them All#16NTCCOHESIVEUX

HSUS

True Branding Cohesiveness#16NTCCOHESIVEUX

HSUS

Being Truly Data Driven#16NTCCOHESIVEUX

HSUS

Goal Alignment#16NTCCOHESIVEUX


Case Study: ICRW


Technical Solutions#16NTCCOHESIVEUX


International Center for Research on Women

• ICRW annual budget around $10M • 100 staff members• Primarily funded by grants• Current team using Salesforce is team of 2

people• Annual operating budget of $325K

#16NTCcohesiveUX

#16NTCcohesiveUX

• Seamless user experience• Integration happens on the platform• Maximum flexibility


APIs#16NTCCOHESIVEUX

#16NTCcohesiveUX

#16NTCcohesiveUX


Embeds#16NTCCOHESIVEUX

#DrupalConFrame


Clear Branding & Messaging#16NTCCOHESIVEUX


Understand Your Systems


Requirements Gathering#16NTCCOHESIVEUX


Requirements: Databases#16NTCCOHESIVEUX


Requirements: Data Sources#16NTCCOHESIVEUX


Requirements: Processes#16NTCCOHESIVEUX


Map the Current Set-up#16NTCCOHESIVEUX


Map the New Set-up#16NTCCOHESIVEUX


You Know the Pieces#16NTCCOHESIVEUX


How Do They Fit Together?#16NTCCOHESIVEUX


Human Systems


Compromise#16NTCCOHESIVEUX


#DrupalConFrame

Don’t Recreate Everything


#DrupalConFrame



#DrupalConFrame



Technical Limitations#16NTCCOHESIVEUX


Design#16NTCCOHESIVEUX


Design#16NTCCOHESIVEUX


Component Design#16NTCCOHESIVEUX


Style Guide#16NTCCOHESIVEUX


Governance#16NTCCOHESIVEUX


Basically, Write it Down#16NTCCOHESIVEUX


Change Management#16NTCCOHESIVEUX

– M AYA A N G E LO U

“If you don't like something, change it. If you can't change it, change your attitude.

.”


Habits#16NTCCOHESIVEUX


Habits#16NTCCOHESIVEUX

– M A R K T WA I N

“Nothing so needs reforming as other people's habits.”

.”

#DrupalConFrame


Win the Day with Data#16NTCCOHESIVEUX


Infrastructure

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Infrastructure Can Help#16NTCCOHESIVEUX


It’s Not Infallible#16NTCCOHESIVEUX


Humans Are Resilient#16NTCCOHESIVEUX


Questions?#16NTCCOHESIVEUX

Brett Meyer@brett_meyer

Lara Koch@larakoch

Melissa Barber@melissa_barber

Evaluation Link: http://po.st/dRuScn

Internet

If I Only Had a Frame(work): 2016 NTC