What makes a successful donation form?
Last year we wrote about how to build the perfect donation page, focusing on areas such as strong hero sections, engaging storytelling and answering questions. While we discussed some aspects of donation forms, such as placement, as the donation form is such a key component to the donation process, we felt that looking at the aspects that make up a successful one deserved its own post.
Here is our current best performing donation form. This has been developed based on years of testing. The design of it is made up of four key aspects:
Or FACT for those that are fans of a good acronym!
It is essential to allow the user control of the donation form, for them to pick whichever method works best for them. Providing freedom, flexibility and most importantly choice. Of course it’s crucial to strike a balance as too much choice can leave the user feeling overwhelmed and mean they don’t complete the journey, so providing defined options can help.
The ideal donation form would provide choice in the following ways:
- Payment frequency: Providing single and monthly donation options for users to control the frequency of their payment.
- Donation amounts: Providing multiple suggested donation amounts specific to the appeal. Usually a small, medium, large and extra large amount (see below).
- Other amount: Providing a form field where the user can enter their own amount if needed separate to the donation amounts.
- Currency selection: Providing multiple currency options for the user to select based on their location, language or preference
- Payment methods: Providing multiple ways to donate to speed up the process, including Card, Apple Pay, Google Pay, PayPal as well as local methods such as Direct Debit in the UK or iDEAL in the Netherlands. Platforms like Stripe and Fundraise Up support this.
Some users may want to make a donation on behalf of a friend or loved one, so providing a way to do this such as ‘In Memory’ can support this.
Creating a functional and usable donation form doesn’t need to be at the expense of good visual design. Providing an engaging but logical aesthetic can help support the process. The ideal donation form priortises this in the following ways:
- Mobile friendly: Providing a responsive design to ensure the form is optmised for mobile devices. This includes sizing elements for touch interaction and reorganising content to follow a logical order.
- Defined colour palette: Providing different shades of branding colours to highlight key areas. For example using a base colour for submit buttons with darker shades for selected options and lighter shades for backgrounds and content (see below).
- Legible text: Providing font-sizing that follows a hierarchical structure and offers a strong contrast to be readable for all users. Using clear headings and labels also helps with this.
- White space: Provide spacing and padding around elements to allow the design to breathe and not feel cluttered. Allowing for this helps to focus elements and provide a logical order to the form.
The primary goal for the user is to make a donation so providing context in the form of visibility, recognition, error prevention/recovery and documentation is vital to ensure this:
- Provide feedback: Inform the user how the form is responding to their interactions. If they have selected a donation amount, the form should reflect this by changing the state of that button.
- Explain why: Inform the user around the impact their donation will make. For example providing text under donation amounts “$25 provides food for a child for one week” or explaining why a monthly donation is preferable.
- Error handling: Provide clear messages to help users recognise, diagnose and recover from errors. While error prevention is ideal, users might still make a mistake. Helping them correct this and get back on track is vital (see below).
- Key links: Providing links to relevant pages or sections below the donation form can help to inform the user and answer any questions they might have. This can include FAQ’s, Contact, Privacy Policies or Terms and Conditions.
If it is a long form with multiple steps then providing a step indicator to show the progression can help manage the users expectation.
Finally the form needs to be open and transparent to the user by maintaining consistency and standards. Doing this helps to build trust with the user and manages expectations:
- Secure donation: Inform the user how their donation is secure by providing information around the payment gateway and data management. Even providing a padlock icon alongside the form can go a long way.
- Email opt-in: Inform the user that they can opt-in for email updates and what they should expect in terms of information and frequency. Unless exempt, this option should be unchecked by default to conform with GDPR, CCPA etc (see below).
- Essential fields: Only include required fields within your form. Each field adds more time for the user to complete so making it is as simple as asking for only essential information to make a donation.
- Clear buttons: Ensure buttons are labelled accurately to reflect their purpose and inform the user of what to expect next. If using a long form with multiple steps use buttons labelled ‘Continue’ instead.
So now you have your donation form, it’s time to test it. We have previously written about the value of user testing and how important it is to the design process. The two primary ways we test donation forms are:
- Usability testing: A qualitative research process where users from your target demographic (based on age, gender, device, location etc) are asked to complete a task or tasks related to your product while observed by a facilitator.
- A/B testing: A quantitative experiment process where two or more versions of a variable, such as a landing page or component, are shown to different segments of website visitors at the same time to determine which version has the greater impact.
Usability testing is good to implement during the visual design or prototype stage so you can identify any issues early on where it will cost less to fix before development.
A/B testing is best to implement during the development stage so you can track and measure the results with real visitors.
There are many areas you can look to test including:
- Donation amounts: Try testing higher or lower donation amounts to see how it impacts conversions.
- Monthly vs one-time: Try testing where the monthly or one-time donation frequency is prioritised by default to see if it increases monthly donors (see below).
- Button labelling: Try testing different labelling options on your submit button to see how it impacts conversions and engagement.
- Old design vs new design: Try testing your old donation form vs an updated version based on these principles to see how it impacts conversions.
Using these guidelines alongside good design principles and accessibility standards can help create a successful donation form with a positive user experience that leads to more conversions. If you are not able to easily make changes to your donation form then using third party platforms such as Fundraise Up can help with the process.
How to optimise your website performance and page load speed
Why is it important?
Page load speed can be a critical factor in getting potential donors over the line to complete their donation. It can impact many aspects of your website including:
Ensuring a fast-loading website helps to increase user satisfaction and engagement. Conversely, a slow-loading website can lead to user frustration and abandon the process altogether.
Slow-loading websites are one of the most common reasons for higher bounce rates, reduced donor engagement and lower conversation rates.
Search Engine Optimisation (SEO)
Google includes page load speed as a ranking factor in their algorithm so ensuring your website is fast-loading can help to improve your search engine ranking.
Other benefits include mobile optimisation, especially for those on slower internet connections or costly data packages. It’s not just the user that this affects though as slow-loading websites can use more bandwidth, increasing costs for your organisation.
How to test performance?
There are many free and paid services available to help track website performance, but here are some we find most helpful:
Google PageSpeed Insights
A free tool that provides a score for the performance of any website URL (for both mobile and desktop) as well as recommendations to improve the score. https://pagespeed.web.dev/
Browser Dev Tools
Whether you use Chrome, Safari, Edge or Firefox, all major browsers provide developer tools to monitor the performance of your website. The “Network” tab allows you to see how long it takes to load resources such as images, scripts and stylesheets and the impact it has on your site.
If you want to track performance over a longer period you can use monitoring tools like Google Analytics to view detailed reports on various metrics such as page load speed.
How to improve your page load speed
Improving the page load speed for your website will require a combination of front and back-end changes. The most common improvements include:
Spending time optimising assets such as images can help to make page load speed faster and less data consumption. Using modern image formats such as WebP and AVIF can be helpful but general compression alone can provide significant savings to users.
Be mindful of what assets are being loaded as they can significantly slow down your page load speed, in particular third-party scripts from Facebook, Google, YouTube and Stripe. This can be avoided by only using code that is needed on specific pages or deferring loading until they are required.
Files are often larger than they need to be. Minifying them, a process that removes white space, comments and line breaks in your code, can help to reduce bandwidth and make pages load faster while maintaining all design elements and functionality.
When users navigate to a URL in their web browser, the browser makes a network request to fetch that content, and then your server receives the request and returns the page content. Optimising this to work as quickly as possible, by using a cached version of your website can help to speed it up.
Use a Content Delivery Network (CDN)
A CDN uses a network of servers around the world. When a user visits your website, they are served a cached version from the closest available server to their location. This, alongside fast and reliable hosting, will help to reduce latency and make your site load faster.
Implementing these simple improvements alongside regular testing and monitoring can ensure landing pages load quickly for your donors, leading to higher engagement and increased conversion rates.
How to build the perfect donation page
Most donation pages usually start with a hero section as this is the first thing your users will see. It is important to present strong and impactful content that will connect with the user and elicit an emotional reaction. The hero will often consist of three key elements: the image, the headline and the call to action.
- Image – This should be emotive and impactful. Ideally it should focus on a particular subject and be presented clearly in a high resolution. For some campaigns, it may be more effective to use a video instead of an image – but this can impact page load speed.
- Headline – This should be clear and concise. It should let the user know the purpose of the campaign and how they can support, e.g. “Support Women and Girls Impacted by the War in Ukraine”.
- Call to action – This should be succinct and direct. It should let the user know what you want them to do e.g. ‘Donate Now’.
It is also important to ensure that this section reflects the assets presented to the user before landing on the donation page e.g. when clicking a Facebook ad. This consistency assures the user that they have reached their intended destination and gives confidence to proceed with the process.
Tell your story
As with the hero section, the main content should be designed to inform and connect with the user. It should tell them what the problem is, how the organisation is working to solve the problem, and how their support will help.
- What’s the problem? – Be clear on what the issue is and build in as much emotion as possible. Include a case study and images if possible.
- How is the organisation helping? – What are the things the organisation is doing to try to address the issue? Use clear bullet points, be as specific as possible, and ideally include concrete examples with costs (ie ‘We are providing emergency care for expectant mothers in crisis affected areas. It costs $100 to provide emergency care to one pregnant woman’).
- How can you help? – If the above has helped the user to connect with the issue you now need to provide them with ways to help. Explain what their donation will help achieve and again include tangible examples where possible.
The main purpose of your donation page is to convert users into donors. To do this they will need to make a payment via the donation form. Where this is placed on the page can have a significant impact on your conversion rate.
Placement of the donation form is often found embedded in the donation page itself or a separate page that is linked to via a ‘Donate’ button. Whilst the separate page can help to keep the donation page clearer it adds another step to the user’s journey and can add extra time needed to load the pages.
Keeping the user on the donation page allows them to take in all the information around it that can help inform their decision to donate. The key is to provide multiple entry points to the donation form. If the form is embedded in the hero section, provide links to scroll back to it further down the page. If the form is displayed as a modal window (popup) over the donation page, ensure there is a way for users to get back to it if they exit the process.
Even if a user believes in a cause and wants to donate, there may be other factors that can impact their decision making process. Try to get ahead of this by including answers to Frequently Asked Questions (FAQs). These can include:
- How is my donation used?
- How is my donation secure?
- How is my data used?
- Is the donation tax-deductible?
- Can I cancel my monthly donation?
As an organisation, you will never want your users to cancel their monthly donation but if they know in advance how they can do that, it helps them to feel in control of their donation and the process as a whole.
Other common questions such as how secure the payment is or how personal information is used can be massive issues if they do not match the user’s expectations so letting them know this up front can help to alleviate any fears.
You won’t be able to answer every question with a FAQs section so providing ways for a potential donor to contact the organisation to ask specific questions also helps them to feel comfortable with the process.
Finally, it is important to provide transparency with users by sharing key information such as breakdowns of how donations are used.
If a user is giving their money to a non-profit organisation they want to know it will go towards those that need it most. It is accepted that some will need to go to administration costs but sharing this information is a better policy than hiding it.
Providing this data alongside graphs or charts helps to build trust in the organisation for the user and remove any potential hurdles to completing their donation.
There are many aspects that go into a successful donation page. We would always advise that, as well the five points listed, pages also follow usability best practices, accessibility standards and performance metrics. Ensuring your donation page includes all these elements will ensure that you maximise conversions.
At THINK Digital, we are able to help support and implement donation pages and donation campaigns. We can also conduct UX reviews on existing donation pages to highlight areas for improvement. If you would like to know more, please contact us.
How Fundraise Up can drive new monthly donations
It’s no secret that here at THINK Digital we are big fans of the digital fundraising platform Fundraise Up and have even written previously about five things we like about the platform.
Having used Fundraise Up for multiple international clients over the past year, one of our favourite aspects of the platform is the the way it is optimised to turn more supporters into recurring donors.
Encouraging monthly donations
Clients are able to customise the interface to prioritise one-time or monthly donation options, By default, Fundraise Up highlights the importance of giving monthly, using a heart icon that animates when the user clicks the monthly option.
It is a small detail but one that adds a playful interaction to the process and encourages the user to select the monthly option.
Multiple Payment Methods
Once the user has selected a monthly donation amount, they are able to complete payment in a number of ways that support regular giving.
Standardised methods such as Credit/debit cards are included alongside third party options such as Paypal, Apple Pay and Google Pay. Depending on the donor location, there is also the option to donate via BACS (UK Direct Debit) or ACH (US Direct Debit) and other localised methods.
Allowing the user multiple ways to give monthly ensures they feel in control of the process and provides freedom to the choices they make.
Convert to a monthly donation
Even if the donor only wants to make a one-time donation, Fundraise Up might convince them to become a monthly supporter instead as they go through the donation process.
After selecting a one-time amount, the donation process presents the user with the option to convert to a monthly donation, suggesting an amount based on their one-time gift and explaining how an ongoing monthly donation can support the organisation in their mission.
This is also repeated at the end of the one-time process where you can convert to regular giving, post-donation.
The tools provided by Fundraise Up help to ensure an easy process for users to become monthly donors. Using these alongside a long-term regular giving strategy can help drive new monthly donors, convert one-time donations and provide recurring support for the organisation and their mission.
Read more about Regular giving on Fundraise Up.
At THINK Digital, we work directly with clients to provide long-term recurring giving strategies and improve their online digital fundraising. If you would like to know more, please contact us.
Five things we like about Fundraise Up
Fundraise Up is a digital fundraising platform that is designed to use AI to empower non-profit organisations. Recently, we worked with UNFPA to help them migrate their campaigns and donation processes over to Fundraise Up – our first time using the platform. So based on that experience, here are five things we like about Fundraise Up (and a couple of things we think could be better).
1. Checkout and Elements
Fundraise Up uses elements to offer a variety of tools to build your fundraising experience. These components are added to your page with just a simple line of code and can be easily customised to match the look and feel of your page. Elements include donation buttons and reminders, goal meters, image cards, top supporters, and peer-to-peer fundraising.
Fundraise Up’s most important element is Checkout – an embeddable form that works within your site. The component allows for an end-to-end donation process without the need to be redirected away to complete the donation.
This can be customised with a multitude of options such as donation amounts, monthly options, donation up-sells, and confirmation emails to create an experience unique to your appeal.
2. Payment Options
Fundraise Up offers a number of payment options to give donors flexibility in making a donation. The platform is an official partner of the payment gateway Stripe. This allows payments to be made using a variety of credit cards as well as services such as Apple Pay and Google Pay. Donors are also able to use PayPal and bank transfer.
The platform allows for all worldwide currencies to be used alongside these payment methods and harnesses geolocation to serve the relevant currency, donation amounts and payment methods based on the donor’s location.
Read more about Payment Options.
3. Machine Learning
Perhaps the most powerful feature of Fundraise Up is Machine learning. This uses an algorithm that analyses patterns in donor behaviour to determine the optimal donation amounts to use. This helps to ensure that the amounts don’t ask for too little (risk missing out on potential donations) or too much (risk losing the donation altogether).
The algorithm can analyse donor behaviour through data points such as location, device or previous donor history. From there, it can be grouped based on common behavioural traits and donation amounts can then be personalised. It helps to create a truly unique experience for each user.
Read more about Machine Learning.
4. Analytics and reporting
Fundraise Up also allows for data to be generated to give an overview of how campaigns are performing. These reports can be connected to third party analytics tools such as Google Analytics and Facebook pixel with UTM tag support.
Data can also be filtered and exported so it can be used with a reporting tool of your choice. These reports can be scheduled to export at regular intervals and templates can be set so the same options do not need to be configured every time.
5. Security and Fraud Prevention
Perhaps the most important feature of all, Fundraise Up uses SSL and 256-bit encryption to securely handle donations without ever storing payment details. Personal data is also managed securely and the platform is regularly backed up to ensure nothing is lost.
Fundraise Up also uses Stripe Radar alongside many other industry standards to ensure Fraud prevention. Analysing user behaviour, reviewing failed transactions and putting measures in place to combat hackers helps to make a secure process.
There are many other things we like about Fundraise Up, including the design of the User Interface (UI). It is kept simple and helps to take the donor through every step of the donation process. It also offers peer-to-peer fundraising to super-charge your donation page and allow others to fundraise.
As the platform is designed to be flexible, it can sometimes cause limitations to be placed on areas such as content. This applies to the snippet of text alongside the donation form and the lack of descriptions for what a donation amount corresponds to. Finally, while content can be entered in different languages where editable, some elements are fixed to the process and so don’t work when translated.
Overall, Fundraise up is a really impressive fundraising platform that can easily be set up, is highly customisable, allows multiple payment gateways, harnesses machine learning, outputs useful data analytics, and provides industry leading security. It allows any non-profit website to quickly accept online donations without the need for extra development costs.
At THINK Digital, we work directly with clients to improve their online digital fundraising. We have recently worked with UNFPA to help them implement donation pages using Fundraise Up. If you would like to know more, please contact us.
Designing with accessibility in mind
To create more usable products we need to understand and care about user requirements that differ from or even conflict with our own. One of the most important aspects of this is designing for accessibility. This ensures our products work, not just for some, but for as many people as possible.
What is accessibility?
“Web accessibility means that websites, tools, and technologies are designed and developed so that people with disabilities can use them.”W3C Web Accessibility Initiative (WAI)
It can be simply defined as “the ability to access”, but more specifically it is about ensuring that people can perceive, understand, operate, and interact with the web. When we talk about accessibility, we are talking about encompassing all disabilities that affect access online. This includes auditory, cognitive, neurological, physical, speech, and visual.
When designing for accessibility, one concept is that of universal design. Where accessible design creates products that are usable by those with disabilities, universal design creates products for the widest possible audience, this includes, but isn’t limited to, people with a disability.
An example of this would be:
- Adding a button to your site to increase the font size (making it accessible).
- Making all the text bigger so more people are able to read it without needing to change the size (making it universal).
Who does accessibility impact?
According to the World Health Organisation (WHO) more than one billion people in the world live with some form of disability. This can range from everything from sight loss, hearing loss or dexterity issues to dyslexia, learning difficulties or colour blindness.
Accessibility isn’t just about people with disabilities. It can impact everyone.
We can all find ourselves in different circumstances that are situational or temporary that affect how we access the web.
Sometimes, non-disabled users will make use of accessibility features for convenience, without even realising it. For example, if you are on a train home and you have forgotten your headphones, you may watch a video on YouTube with captions on.
In this situation, your needs are the same as someone with an auditory disability.
Not all users may have a disability but they may use your website in the same way. Accessibility helps to improve the experience for everyone.
Why is accessibility important?
The main reason that accessibility is important is that it makes your website usable by as many people as possible. This not only helps maximise your target audience, but accessibility often improves overall usability. A positive user journey is good for the user and is more likely to lead to repeat visits.
There is also the legal side to consider. Through the UK’s Equality Act 2010, disabled people have the right to access everyday goods and services (for example websites). To comply with this law, reasonable adjustments must be made to accommodate these users. There are similar laws in different countries around the world.
Other benefits to accessibility include Search Engine Optimisation (SEO). Search Engines view websites similar to screen readers and poor accessibility standards can penalise a site from their rankings. Accessibility can also benefit those on mobile devices or smaller screens as well as slower internet connections.
How to improve accessibility?
There are many things that can be done to improve accessibility on your website, here are some of the most important that are quick and easy to implement:
Content and Language
Accessible content begins with well-structured copy. Clearly identifiable headings, short sentences and paragraphs make it easier to skim content and retain information. Separating out content such as lists or quotes from the rest of the copy helps to break up the page.
Language makes a huge difference to your content and striking the right tone with your users. Clear, simple and concise language makes for the most accessible text. Overusing technical jargon, acronyms, abbreviations or vague terms can be off-putting so try to avoid these where possible.
When the text colour is too close to the background colour it will be hard to read. Ensure the contrast is strong enough to read clearly, you can use bold text to help with this. For text over images, use gradients or overlays to help. Whatever the contrast, it is important to use a font size that will be readable across the page, ideally 16px or above.
Images and Video
Adding a text alternative for an image, which is used by screen readers or when an image doesn’t load, is essential. Make the text as descriptive as possible to help understand the context of the image. For video, make use of captions and subtitles for users to be able to clearly distinguish audio. Keep the captions short and don’t forget to include important audio cues.
Forms and error messages
Forms are the key elements on interactive sites but even the simplest form can be difficult for people with learning difficulties. Keep important information on the screen at all times to refer to when needed. Make use of icons to support colour on error messages to help draw attention to them quickly. Try to use human language like “Sorry, we couldn’t find the page you wanted” instead of “Error 404” as well.
These are just some of the things you can do to ensure your website is accessible to all users. There are many more that can be included such as keyboard functionality, reducing motion and avoiding/correcting mistakes through validation.
Who is responsible for accessibility?
“Accessibility is not the responsibility of one person. Everyone on your team is responsible for making your product accessible.”Gov.uk
Everyone is responsible for accessibility at some level. It is a collective involvement throughout the whole organisation, from project managers to developers, who all have different roles when it comes to accessibility.
It is important to create a culture of accessibility and universal design so it is part of each project from the offset and not considered an afterthought or one person’s responsibility.
At THINK Digital, we are able to review, test and implement accessibility standards on your digital user experience. Recent clients include UNFPA, UNICEF, Oxfam, and the Swedish Red Cross. If you would like to know more, please contact us.
The value of user testing
When it comes to the design process, one area that can often be overlooked is testing, especially with real users. Time and budget constraints can be a factor, but as user testing can add invaluable insight into how people interact with your site, it is too important to avoid.
What is user testing?
User testing is any form of testing that includes the user in the design process. One common example of this is usability testing where participants are asked to complete specific tasks while being observed. This allows you to see how real users interact with your site and identify ways to improve the experience.
Why is it important?
Every time you include the user in the design process, you are able to understand more about the people who use your products and the way they interact with them. Observing a user complete a specific task, such as making a donation, will help you to learn if they can complete it successfully and how long it takes to do. You discover how satisfied the user is with the experience and if anything can be done to improve it.
For example, when we recently carried out some user testing for a client, we were interested to learn that users wanted a more personal connection to the cause. They wanted to see the impact a donation was making to those in need before donating themselves. It helped us to understand the ‘why’ behind the user’s decision making process and we were able to add relevant information to the page.
These learnings help you to shape the products you build and ensure they put usability at the forefront. By creating a positive user experience, you can help to improve engagement and conversions on your sites.
When should you do it?
Testing in any form should be included throughout the design process, but during the early stages it can help identify issues that would be expensive to fix later on. There is also value in testing during the final build stage as it can help to identify issues that might have been hard to replicate earlier on in the project.
Of course there is no bad time to run user testing. During a recent project, multiple changes were made to the point where the user experience no longer matched our original intentions. We went back to the drawing board and designed a new version that incorporated the updated requirements and put this through a round of usability testing. This helped us to iterate the process and release a version that offered a better user experience than the original concept.
How do I get started?
The best time to start is now. Any insight into how your users interact with your product will lead to a better user experience. As Christopher Murphy says in his post “A Comprehensive Guide To User Testing”:
“It’s far better to run some usability testing using what you have to hand than to run no usability testing at all.”Christopher Murphy
At THINK Digital, we are able to help support and implement user testing strategies to gain key insights in your digital user experience. Recent clients include UNFPA, UNICEF, Oxfam, and OCHA. If you would like to know more, please contact us.