Läkare utan gränser

My responsibilities

UI/UX
Research & interviews
User testing & evaluation
Project management

Overview

A very hands on digitalization project focused on assisting a large organization in transforming a manual process into a digital twin, thereby reducing human error and processing times.

The challenge

The challenge was to take away the old ‘pen and paper’ way of recruit donors since it swallowed a lot of precious volonteer time with manual work, printing lists, human spelling errors, physical paper that needed to be posted each day and bank numbers that needed to be sent in to be checked back and forth. It took a long time and prevented volunteers to do other great work.

Recruiters at a Läkare Utan Gränser stand talking to passers-by

Process

I visited the head office and interviewed teams across the organization—customer service, donor service, team managers, and maintained close communication with the head of direct dialogue—to identify key areas for improvement.

We involved team managers in creating a user journey, discussing the strengths and weaknesses of the current process, and highlighting key considerations for potential new solutions.

To better understand the donor recruitment process, I shadowed two field recruiters, observing how they used body language, conversation, and printed materials to communicate the organization’s mission and impact.

Two hand-drawn wireframe sketches of the recruitment app screens — After mapping the journey and consulting with the tech lead and developers, we sketched wireframes and began building the final product—a tablet-friendly web application for recruiters in the field.

Two screens from the finished recruitment web app: the donor form and the confirmation step

Result

No more physical paper needed to be posted, no more spelling errors—just instant confirmations and a streamlined digital process. Since the solution went live it has significantly reduced manual work for the organisation and reduced costs.