The Challenge:
One of the largest charities in the world, World Vision Australia (WVA) have strived to develop their website with the view of encouraging potential child sponsors to sign up online in preference to calling the customer service centre.

Our Approach:
> Focus Groups to determine ‘information needs’ of potential sponsors.

The Outcome:
> 35% increase in online sponsorships (up to 60%, compared with 25% prior to the research).
> Significant reduction in the cost of staffing the customer service centre.
> Significant reduction in the need for the company send out comprehensive information packs to potential sponsors.