Supporting Tommy’s to improve their pregnancy and miscarriage email support journeys
Project background:
Tommys is the UK's leading pregnancy research charity. They provide support for people who are pregnant or have experienced miscarriage, stillbirth, neonatal death or any other type of loss. Tommy’s wanted to improve their email support journeys and the signposting between journeys to ensure that everyone gets the best support possible.
Project aims:
This project was focused on improving the email support journey experiences. In particular this project focused on improving the unsubscribe journey from the weekly pregnancy emails and the unsubscribe journey from the Wellbeing after Miscarriage programme.
Project approach
We first of all reviewed the current email journeys and the current usage data to understand more about what was working well or could be improved about the email journeys. We identified a few areas that could be further improved like the unsubscribe journey from the weekly pregnancy emails and the unsubscribe journey from the Wellbeing after Miscarriage programme. We created some possible improvement options and ran 5 research sessions with people with experience of using these email journeys to gather their thoughts on them.
Outcomes and impact:
As a result of this work Tommy’s has been able to understand what improvements might work well to improve the signposting between journeys to ensure that people can access the support that might be best for them even when their circumstances change. It has also helped Tommy’s to learn more about the language that people prefer being used across the support emails.
“Charley was a pleasure to work with, organised, efficient, and incredibly thorough. Her expertise, clear communication, and thoughtful approach helped keep the project on track from start to finish. Charley led sensitive user research sessions with real empathy and professionalism, and the insights and recommendations she provided have been invaluable.”
- Rebecca Sweetman she/her Digital Health Manager at Tommys
Thank you:
Thank you to all the people who took part in the project, we really appreciate your time and for sharing your experiences with us
Thank you to the Tomys team for being brilliant to work with!
Team:
Charley Pothecary, Inclusively
Tommys team