Nonprofit Donation Platform
Users frequently abandoned the donation process before completion, especially when additional fees were only revealed at the final checkout step. The issue was not only flow complexity but also a lack of transparency, which undermined donor trust. This project simplified the experience and made costs visible from the beginning.
Role
Senior UX/UI Designer
Year
2021
Platform
Web — responsive
Team
1 designer
The challenge
The donation form included too many steps, and processing fees were revealed late in the checkout flow, causing many users to abandon their donation just before payment confirmation.
The approach
I reduced the form to essential inputs, surfaced fees and costs before the payment step, and introduced trust signals around the final confirmation action to reduce uncertainty before completing the donation.
The outcome
Checkout data showed an increase in completed donations, particularly at the stage where users were first exposed to processing fees, suggesting that transparency and simplification reduced drop-off.
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