Redefining Supporter Experience

The Challenge

Coming out of the pandemic, a core piece of the supporter experience at a global clean water organization no longer fit. The model was transactional and donor-centered, and it cast supporters, rather than the communities doing the work across Africa and Latin America, as the hero of the story.

What Gather Innovation Did

Rebuilt the end-to-end supporter journey around the dignity of the communities served, redesigning how supporters first engage, give, and stay connected over time. Delivered a phased implementation plan the internal team ran to achieve target outcomes.

Why It Matters

How an organization raises money shapes how communities are portrayed. This redesign honored local communities as the hero while deepening supporter engagement, proof that the two goals strengthen each other rather than compete.

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