Like many nonprofit organizations, Make-A-Wish wanted to create a bigger impact for wish kids - but the 35-year-old organization felt stuck. In order to grant more life-changing wishes for critically ill children and their families, they knew something needed to change.
We worked with our local Make-A-Wish chapter to help them map their customer journey. Then, we took our organizational knowledge to the national level, researching how chapters across the country were using their digital tools and identifying where there was room for improvement.
Everybody who has worked on our project was really dedicated and loved working on it. When you work with people like that as a vendor, you know you have hit something amazing. A lot of times when you work with vendors, there is an A team, and after the process starts you get something less than the A team. We always get the A team with Highland. It is a very well-managed organization.Erin Shaffer
Make-A-Wish Foundation of America
Mapping the wish kid journey
Make-A-Wish Illinois staff take in the wish kid journey
In just six weeks, we led chapter staff through a series of interactive in-person workshops, stakeholder interviews, and a group mapping exercise.
Dina Thachet, Medical Outreach Manager at Make-A-Wish Illinois remarked,
“We walked away with many new opportunities to focus on areas we haven't or didn't even realize we should to truly build resilience and promote psychosocial healing. As an organization that values progress, we have even stronger evidence of what we are doing well that we can share with staff and wish granters to validate their hard work and inspire them to continue.”
The customer journey mapping process gave us ability to visually see the work that we do and to validate the things that we know, believe, or assume to be true. The ability to take a step back and look at where we do well and where we have room for improvement was invaluable and re-energizing.Dina Thachet
Creating digital connections with families in crisis
Designing a digital strategy
Highland used our original wish journey research to create a map of the tools that Make-A-Wish uses to make wishes come to life
They’re genuine. I’ve worked with many IT consultants where that isn’t the case...They’re experts in their field, and the entire team is professional.Bipin Jayaraj
CIO, Make-A-Wish Foundation of America
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Director of New Business Development