Uprooted Academy

Simplifying the application and onboarding experience for prospective volunteers.

User Research·Wireframing·UI/UX·Prototyping

Roles

UX Designer, User Researcher

Duration

3 months

Sector

Education

Team

Jovin V. (Product Designer), Lisa K. (Product Manager), Minkush J. (User Researcher)

Introduction

Uprooted Academy is a non-profit organization focused on environmental education and community engagement

Founded in 2018, Uprooted Academy has been dedicated to fostering environmental awareness and sustainable practices through hands-on educational programs. They work with schools, community centers, and local organizations to provide engaging learning experiences that connect people with nature and promote environmental stewardship.

The organization relies heavily on volunteers to support their educational programs and community initiatives

Volunteers are the backbone of Uprooted Academy's operations, serving as program facilitators, event coordinators, and community liaisons. They help deliver educational workshops, maintain community gardens, organize environmental clean-up events, and support administrative tasks. Without dedicated volunteers, the organization would struggle to reach its mission of environmental education and community impact.

The current volunteer application process was complex and time-consuming, leading to high dropout rates

The existing application system required volunteers to complete a lengthy form with redundant questions, upload multiple documents, and wait for manual processing that could take weeks. This friction in the onboarding process resulted in many potential volunteers abandoning their applications, ultimately limiting the organization's ability to grow its volunteer base and expand its programs.

Context

The volunteer application process was identified as a key pain point

Through initial stakeholder interviews and volunteer feedback sessions, we discovered that the application process was the primary barrier preventing potential volunteers from joining the organization. Many applicants reported feeling overwhelmed by the lengthy forms and unclear requirements.

The organization needed to maintain thorough screening while improving user experience

While streamlining the process was important, Uprooted Academy also needed to ensure they could properly assess volunteer qualifications, availability, and commitment. The challenge was finding the right balance between user-friendly design and comprehensive information gathering.

The project aimed to increase volunteer retention and program capacity

By improving the application experience, the organization hoped to not only attract more volunteers but also increase the likelihood that applicants would complete the onboarding process and become active, long-term contributors to their programs.

Problem

The existing volunteer application system was plagued by multiple usability issues that created significant barriers for potential volunteers. The process was not only time-consuming but also confusing, leading to high abandonment rates and frustration among applicants.

The application form contained redundant questions and unclear instructions

Before and after comparison of the volunteer application interface

Research

Conducted user interviews with current and potential volunteers to understand pain points

We interviewed 15 current volunteers and 12 potential volunteers who had started but not completed the application process. These conversations revealed deep insights into the emotional journey of applying, including feelings of uncertainty, frustration, and confusion about requirements and expectations.

User interview session with volunteer applicants

Survey results showing application completion rates

Analyzed competitor volunteer application processes for best practices

We studied the volunteer application processes of 8 similar non-profit organizations, including environmental groups and educational institutions. This analysis helped us identify common patterns, successful UX strategies, and areas where we could differentiate our approach to create a superior experience.

Our research revealed that the average application completion time was 45 minutes, with 67% of users abandoning the process before completion. The most common pain points included unclear instructions, redundant form fields, and lack of progress indication. Users also expressed frustration with the requirement to upload multiple documents without clear guidance on format requirements.

Identified key opportunities for streamlining the application flow

Based on our research findings, we identified several key areas for improvement: implementing a progress indicator, reducing form fields by 40%, creating clear document upload guidelines, and adding contextual help throughout the process. These changes were projected to reduce completion time by 60% and increase completion rates by 35%.

Design

Started with wireframes to establish the basic information architecture

Initial wireframe sketches for the application flow

We began the design process by creating low-fidelity wireframes to map out the user journey and establish the core information architecture. This helped us identify the optimal flow and determine which information should be collected at each step of the application process.

User flow diagram showing the streamlined application process

Created high-fidelity mockups incorporating visual design elements

Developed interactive prototypes for user testing

Interactive prototype for user testing sessions

User testing session with volunteer applicants

The interactive prototypes allowed us to test the user experience with real potential volunteers. We conducted usability testing sessions with 8 participants, gathering feedback on navigation, form completion, and overall user satisfaction. The insights from these sessions informed several key design iterations.

First design iteration based on user feedback

Second design iteration incorporating additional improvements

Based on user testing feedback, we made several key improvements to the design: simplified the progress indicator, added contextual help tooltips, improved form validation messages, and enhanced the mobile responsiveness. These changes significantly improved the user experience and reduced cognitive load.

Final design ready for development

Mobile-responsive design for accessibility

Takeaways

User research is crucial for identifying the right problems to solve

Our initial assumptions about what was wrong with the application process were completely different from what users actually experienced. The interviews revealed that the emotional journey and lack of clear guidance were bigger issues than the technical complexity we had assumed.

Iterative design with user feedback leads to better outcomes

The multiple rounds of user testing and design iterations were essential for creating a truly user-centered solution. Each iteration brought us closer to understanding what users actually needed, rather than what we thought they needed.

Small UX improvements can have significant impact on user behavior

Simple changes like adding progress indicators, reducing form fields, and providing contextual help resulted in a 60% reduction in completion time and 35% increase in completion rates. This demonstrates how thoughtful UX design can dramatically improve user outcomes.

Collaboration between designers, researchers, and stakeholders is essential

The success of this project was largely due to the close collaboration between our design team, user researchers, and the Uprooted Academy stakeholders. Regular communication and shared understanding of goals ensured that the final solution met both user needs and organizational requirements.