Adobe Commerce

Custom Donation Collection System for Nonprofit Organization

GoldenComm increased the conversion rate of this donation collection site by 200% by delivering a multi-step checkout with optimized UI/UX, a more modern design, and several custom integrations.

Work With Us

Who is this for?

This case study will be especially relevant for the following job functions:

Fundraisers
eCommerce Managers
Church Admins

Finance Directors
Marketing Specialists
Executive Directors

The Challenge

This nonprofit organization selected GoldenComm to redesign their donation collection site to help make the process even easier for their generous donors and to expand their opportunities to make a difference.

The Results

200%

Increase in conversion rate
90%

Reduction in donation checkout errors
152%

Increase in revenue from donations

The Solution

An On-Demand Resource Hub for Cost-Effective Growth

The central pillar of this nonprofit is a daily radio program. Donations from their listeners keep their broadcasts running, and as a way to thank donors for their generosity, they often offer free gifts when a partner's donation exceeds a certain amount. These free gifts come in the form of books, journals, and more.

They wanted to expand their reach while saving on shipping and production costs, so GoldenComm built a platform for donors to get on-demand access to digital gifts such as:

Audio teachings
Reading material in PDF and eBook formats
Digital workbooks, journals, and interactive resources
Education and inspiring video series

A mission supported by sustainable, accessible practices

This transition not only enhances the donor experience but also underscores the organization's commitment to sustainability and cost efficiency. By making this shift, the organization has significantly reduced its environmental footprint by eliminating the need for physical production and shipping of CDs, DVDs, and printed materials.

Additionally, the move to digital content delivery has improved accessibility for donors, enabling them to engage conveniently from any location and device. This strategic initiative positions them as a trailblazer in the nonprofit sector, extending its global reach and catalyzing positive change on a larger scale.

Eliminating Friction with an Intuitive Checkout Experience

While in some cases their donors may receive a free gift, delivering a frictionless, intuitive donation experience was a crucial goal of the new site. Originally, the complex form was all on one page, meaning that any number of mistakes or issues could cause the entire transaction to fail. Here are a few examples:

A required field was incomplete
Donation amount did not meet the minimum requirement for a free gift
Address fields (for billing or shipping) were invalid
An invalid date was selected for future billing of a monthly donation
Payment information was invalid or declined

Any of these simple mistakes and reasonable errors could easily cause abandonment of the transaction, even for a standard eCommerce consumer. However, donations are an even more delicate experience because while typical online shoppers are willing to push through a few hurdles to get the item they want to buy, there is less incentive when it’s a generous donation.

GoldenComm designed and implemented a multi-step form to make the checkout process an intuitive experience more similar to traditional eCommerce checkouts. By delivering a flow that was familiar and natural, we significantly reduced the friction users experienced while donating.

Hotjar Heatmaps and User Session Recording

By monitoring real user experiences in Hotjar and implementing state of the art javascript error tracking, GoldenComm identified and addressed critical issues that were causing errors on the original donation page.

Cutting through the noise to make an impact

The changes we implemented on our new version of the donation checkout experience resulted in a 90% reduction in errors, providing a much smoother user experience and minimizing potential frustration that might have deterred generous donors.

Effective Payment Failure Handling

Our system is meticulously designed to tackle occasional transaction failures caused by issues such as insufficient funds or temporary glitches. We understand the importance of seamless payment processing, and that's why we've incorporated robust mechanisms to effectively manage such situations.

A standout feature of our system is its capability to handle multiple retries, especially for recurring billings, ensuring prompt resolution of common payment failures. Through the use of sophisticated algorithms and automated processes, we strive to minimize inconvenience for both customers and businesses, thereby optimizing the payment experience for all parties involved.

With our enhanced payment failure handling system, you can be confident that transactional hiccups will be swiftly identified and resolved, fostering greater trust and satisfaction among your customer base. Whether it's a one-time purchase or a recurring subscription, our solution offers reliability and peace of mind, empowering your business to thrive in today's dynamic marketplace.

Failed payment retries Payments will be re-billed up to 3 times if the transaction fails

Failed payment notifications Customer support will be notified when a payment fails

Robust Integration with ERPs

Our project incorporates Netsuite integration through Celigo, offering a seamless solution to streamline business operations. By leveraging Celigo's integration platform, we facilitate the connection between Netsuite and other systems within your organization.

This integration ensures smooth data synchronization, automated workflows, and centralized management, allowing for real-time updates across departments. With Celigo's robust framework, compatibility concerns are minimized, enabling businesses to harness the full potential of Netsuite's features without disruptions.

Whether it's order processing, inventory management, or financial reporting, our integrated solution provides accuracy and efficiency across all facets of your operations. With Netsuite integration through Celigo, our project aims to simplify business processes and enhance overall productivity.

Staying Connected With Loyal Donors

For a nonprofit, it's crucial to stay connected to a loyal audience, which means email outreach. We integrated with the nonprofit's email platform to make it easy for donors to subscribe to their newsletter. We wanted to simplify the experience while optimizing for conversion, enabling the nonprofit to broaden its reach and nurture stronger connections.

Ultimately, this strategy ensures that donors can effortlessly stay informed and engaged with the latest news and events related to the nonprofit's mission.

Summary

200%

Increase in conversion rate

90%

Reduction in donation checkout errors

152%

Increase in revenue from donations

In order to achieve their mission, this nonprofit organization wanted to reach more people, collect more donations, and offer an optimized (frictionless) user experience.

GoldenComm's strategic UI/UX design provided a custom multi-step checkout form that is responsive, easy to use with robust systems for automated recurring billing, payment failure management, and user & error monitoring.

The end result is an intuitive form with a 90% reduction in donation checkout errors, resulting in a 200% increase in conversion rate and 152% increase in donation revenue.