Case Study - User discovery for improved project management

Client

LWF World Service is the global humanitarian arm of the Lutheran World Federation (LWF) and operates in 24 countries across Africa, Asia, the Middle East, Europe, and Latin America. Its mission includes delivering humanitarian aid and fostering development programs worldwide.

Opportunity

LWF World Service sought to enhance its data management processes, aiming to replace its existing Newdea Project Centre system with a more user-friendly and efficient solution. The new system would standardize data collection, performance tracking, and donor reporting, aligning with the organization’s Country Results Framework (CRF). This improvement would help meet donor demands, streamline workflows, and ensure timely, data-driven decision-making.

Approach

We conducted in-depth stakeholder interviews and reviewed current systems to uncover challenges and expectations. By mapping user journeys, we identified inefficiencies in reporting processes and opportunities for standardization. Our insights informed the creation of a refined Product Requirements Document (PRD), serving as a foundation to evaluate and recommend suitable tools for LWF’s needs.

Outcomes

Through a phased approach, we delivered:

• A thorough review of the Newdea system and SurveyCTO adoption
• Defined user personas and user journeys
• Analyzed donor reporting requirements and CRF methodology
• Created a PRD outlining updated user requirements and end-to-end data flow
• Mapped and compared tools for data collection, visualization, and reporting
• Provided actionable recommendations for system development and tool selection

This collaborative effort equipped LWF World Service with a clear roadmap to optimize its project data management systems, aligning technical solutions with organizational goals

Technologies used