SX: Supporting The Supporters

We are hugely proud of our work for MSF which is ongoing and has spanned everything from digital in-housing to the development of cross-organisational SX strategies.

At Médecins Sans Frontières (MSF), connecting with supporters on a meaningful level is paramount. Recognizing the need to enhance the supporter journey, MSF embarked on a comprehensive Supporter Experience (SX) transformation initiative, and TTW was brought in to help. This ongoing project focuses on building deeper, more personalized relationships with supporters, recognizing their individual needs and preferences throughout their engagement with MSF.

A key component of this initiative involves optimizing MSF’s digital ecosystem to deliver a seamless and impactful supporter journey. This includes establishing a robust data foundation and integrating key technology platforms to streamline interactions and reduce friction.

We are also working to integrate various touchpoints, such as the website, email, social media, and fundraising platforms, to ensure a consistent experience across all channels. Personalization and dynamic content are also key areas of focus, allowing us to tailor interactions and provide supporters with relevant information and calls to action based on their individual needs and preferences.

While the project is still in progress, we are confident that these efforts will lead to improved supporter engagement, increased fundraising revenue, and enhanced organizational efficiency. By leveraging data, technology, and a supporter-centric approach, MSF is building stronger relationships with its supporters and empowering them to contribute to MSF’s humanitarian mission.

This SX transformation initiative reflects MSF’s commitment to delivering a truly exceptional supporter experience. By understanding and responding to the needs of each individual, MSF is fostering a community of engaged and passionate supporters who are vital to the organization’s humanitarian work.