CHALLENGE
Nine teams managed donors independently, each with their own processes. No one had visibility into how the work connected.
OUTCOME
Four service blueprints mapped the complete donor journey and showed teams how everything fits together for the first time.
IMPACT
$1B+
in philanthropic giving supported9
teams aligned through shared blueprint1
complete end-to-end journey mappedUNDERSTANDING THE WHY
How do you bring clarity to a philanthropic journey shaped by many teams and systems?
WHAT WE FOUND
Teams were doing their best with limited visibility. Each had their own processes… some verbal, some handwritten.
A donor might interact with three teams in a month, and no one would have the complete picture.
What We did
Working with AKQA's strategy team, we interviewed stakeholders across all teams and mapped the complete donor journey.
Every touchpoint, every handoff, every system.
why it mattered
The key created a shared language across all teams. Everyone finally had the same view of how donor relationships worked.
Let’s build what’s next — together
Client — Mayo Clinic
Agency — AKQA
Role — UX Director
Team — Lindsay Poulton, Kat Chan, Rhoda Babs
Services — Service Design · Experience Strategy · Systems Thinking · Stakeholder Alignment