Victim Support digital strategy

Charting a new digital strategy for Victim Support

Strategy: Business and data insight, Digital strategy and transformation, User and audience research

Victim Support is the independent charity for victims of crime in England and Wales. In the midst of the most dramatic organisational change since the charity’s inception, Victim Support needed to understand how to reformulate their digital strategy to maximise impact, both with existing and entirely new audiences.

What we did

We undertook extensive research to determine the greatest challenges and biggest opportunities presented by the charity’s future use of digital. Over two weeks we interviewed people at all levels of the organisation from stakeholders to front-line staff and volunteers, both at the London headquarters and at regional offices. We used existing user research and also carried out a thorough review of the charity’s current technical solutions, internal communications and digital channels.

Working closely with the digital team we used the findings from this research, along with a review of the charity’s current digital strategy, to co-generate a roadmap for digital transformation.

How it went

At the end of the process Victim Support were armed not only with a new digital roadmap with specific goals, timings and features but also a digital maturity model which laid out the cultural changes required to transform their digital offering.

A product vision board, based on the needs of users and the value generated by meeting those needs, provides the basis of a website redesign. We also provided key insights on how they can get more from their tools and generate more value for the organisation by providing better user experiences.

A new social media strategy was accompanied by SEO insights and new ideas for fundraising via digital channels.

Understanding a need to demonstrate the value of digital transformation quickly to staff on the front-line we also provided a number of ‘quick win’ recommendations – hands-on, easy-to-implement changes that would make immediate improvements to ways of working.

What this means for your project

We understand that successful digital transformation begins with changing the culture within an organisation. Working in an Agile way, we gain a deep understanding of your business and how you work. From there we develop insights that produce not just long-term strategies for achieving your digital ambitions but practical changes that can be implemented immediately.

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