Assumptions, assumptions — how NCVO started talking about what we know (and what we think we know)

With twenty years’ experience working and volunteering in the sector, it sometimes felt a little challenging to have to say with confidence what we knew. Or to admit that something was an assumption, with limited evidence beyond my usual ways of doing things. But it was ultimately satisfying to uncover what we did know, and it was also useful to clarify and say what we were not so sure of.

Knowledge boards have been an incredibly useful tool for helping the digital team and our stakeholders identify our assumptions about our users and how they interact with us online. Gathering and prioritising requirements can sometimes be challenging, with lots of different voices and competing ideas, but the knowledge board exercise unifies colleagues with different agendas by forcing us all to stand back, really think about the gaps in our understanding and decide what we need to learn about our users’ needs so we can put them first. It’s also a really engaging way to bring together a newly-formed project team.

We think we know that…people find it difficult to navigate between the different sites and services

We think we know that…people don’t know the breadth of what NCVO offers

We think we know that…the fact that different sites look, are structured, and behave differently, is jarring for users and damages their experience

We think we know that…people are confused about the difference between NCVO and Knowhow Nonprofit

I don’t have any pictures of us with our knowledge board, but here’s one from CAST

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