WCC - Support and Donations

Project summary

During the pandemic crisis and a lack of government funding for libraries it has become increasingly important for Libraries services to find other sources of income to bring new experiences and extended support for residents and general public to provide knowledge and education.


Facilitation, card sorting, publication, brief documentation, requirement documentation, teaching, mentoring, UX research, prototyping, A/B testing, Google Design Sprint, facilitation, MosCow, Double Diamond and Service Design


Figma, Lucky Orange (Heatmaps), maze.design, Microsoft Planner, maze.design


Senior service designer, project management, facilitator, researcher

Problem statement

HMW create a support / donation service that is able to scale up across the whole of the Westminster City Council to bring is extra funding for future physical and digital experiences.


Established a support and donation service that served as the foundation for Westminster City Council's first support / donations service. A service that will also be used within the Royal Borough of Kensington and Chelsea.


Reviewing Past Work Development by Agency

Analysing discovery documentation

Discovery research created by an agency during a 6 week collaboration session with the council during April 2020 served as a good starting point for planning a workshop session with the stakeholders to find out how to approach the project.

Project planning (Stakeholders)

With the discovery work completed the focus for the workshop was easier to establish and the tasks towards the goals was clearer to form for the session.


Workshop: Focus Areas

With the various touch points and key areas of focus, an affinity map was formed to place the ideas within the focus areas. An numbering system with used to show how important an idea is to the overall plan.

Affinity Mapping after Workshop

With the various touch points and key areas of focus, an affinity map was formed to place the ideas within the focus areas. An numbering system with used to show how important an idea is to the overall plan.

Project Agreements and Requirements

Project brief creation

Working closely with the design lead, we were able to create a brief listing out the aim of the project, how it will be measured and a development schedule which was presented to and signed off by the Chief Digital and Innovation Officer.

Project requirement documentation

I organised and facilitated 7 libraries workshops including 'Support / Donations, which helped stakeholders from different team such as, IT, Libraries, Customer Engagement Department to align priorities and decide what should be delivered for MVP1

Project Planning

Leading design planning

From the beginning the project was given to me to lead from a design prospective. By working alongside the PM and IT team we could provide support, skill set expertise and be agile with developmen

Joint planning with PM

Working closely with the PM I was able to layout the key design tasks for the project from research to development. This plan will placed along side the IT tasks within Excel and Microsoft Planner

Competitor Analysis

WCC Libraries Analysis


User Flows


Stakeholder Catch ups

Since the website has been developed from the ground up it provided a great opportunity to evaluate our users through user personas. This gave us some insights on who our main user types were for the website and who should attend the focus groups.

User Flow

Based on the competitor analysis I was able to create a user flow for donations/support service that could be able to be utilised as a global service throughout Westminster City Council or only for Libraries.

The user flow formed the foundation for how the prototype will be built and for the user testing will be carried out.


Low-fi Wireframes and Interactive Prototypes

Based off the user flows and competitor analysis, an interactive prototype of the support / donations service was created to be used for remote user testing.

User Testing - Preparation and Execution

Discussion Guide


Building Testing Environment on Maze


Teaching and Mentoring

Pattern library

Providing learning opportunities for the UX Designer to learn how to create, use and maintain a design system. Teaching the foundations of design system and how a pattern library fits within the system.

UX Research Knowledge Share

Showing a UX Researcher how to setup and use maze.design for remote user testing

Design Catch-ups

Organised and ran regular design catch ups with UX Designer to build and grow a design community with in the council

User Testing Analysis

It is important to keep everyone up-to-date with development and to create a open environment to freely share ideas and concerns. Furthermore, helping to ease the sense of unknown during any project.

Report and Presentation

Sharing analysis and providing next steps for the project based on the user feedback/insights


Further Development with Agency (Zoocha)

An online co-design workshop with our agency was organised by myself to work together to apply further changes to the designs based on the user testing results.

Zoocha was able to take my user flows, IA updates and designs to be developed by their own internal Drupel dev team.

Next steps and Personal reflection

Personal Reflection

There was quite a few challenges with this project, as I joined the team mid-way through and the team processes were not solid. Therefore, I was put in a position to establish structure and focus. This was achieved by implementing agile methodologies, 2 week cycles, regular stand ups, regular, cross team communications, task management process with Microsoft Planner and introducing new tools for the team to use.

As a results of taking lead on the project we were able to define, develop and deliver the service in a 5 month period, when the project was previously in hibernation for 6 months after the agency's involvement with the discovery phase.

I gained new project management, planning, stakeholder management, brief/requirement creating skills during this project, which will have a positive impact on future projects.

Next Steps

Delivery of the developed IA produced from the user flow and new templates to creations will be taken on by the internal Westminster City Council team.

Post user testing - Analysing how general users interact with the live version of the donation/support us service an formulate a business case to globalise the service throughout the council.

A/B testing - Adapting certain features of the service to strengthen the content, copy, payments and user flow, which will result in stronger interactions with donations and other support services.