A thorough investigation was conducted by interviewing 32 participants and surveying 280 recent donors. Personas, Customer Experience maps, and a high-level marketing strategy were built based on the collected insights.
Key findings included:
Channelling donations: Supporters are happy and trust the Foundation to channel their donations in the most appropriate way they see fit instead of donating to a project or cause.
Transparency and accountability: An adequate level of reporting on how the Foundation uses its funding is needed. However, this can be high-level and doesn't need to be over-communicated to supporters.
Visibility: Although communication needs different channels, efforts should be focused in the hospital to drive awareness of funding efforts and success stories.