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Beantown Baby – a diaper bank whose website we evaluated for usability and nonprofit best practices.
Beantown Baby Diaper Bank
Heuristic UX evaluation using 118 nonprofit engagement criteria to improve donor trust, volunteer recruitment, and donation flows.
Context
- Human Factors in Experience Design (Bentley); team of 20 researchers
- Heuristic evaluation of Beantown Baby (diaper bank) website
- Goal: improve donor trust, volunteer recruitment, donation flows
What I did
- Applied 118 criteria (Nielsen Norman Group, adapted for nonprofits)
- Scored each item green / yellow / red; turned gaps into actionable recommendations
- Presented findings to Beantown Baby stakeholders
Outcomes
- Working well: clear mission, 501(c)(3) visible, donation button on every page, trusted payment
- Recommended: stronger emotional appeal, clearer impact language, smoother paths to get involved
- Stakeholder-ready roadmap tied to rubric and user-need principles
Key Findings
Finding 01
Trust is there
The site already communicates that Beantown Baby is legitimate and safe to give to — the basics are solid.
Finding 02
Story is thin
What donations make possible for families is underused, so visitors don’t feel the full impact of giving.
Finding 03
Actions are scattered
Donate, volunteer, and learn more live in different places, which makes it harder for people to take the next step.
Finding 04
Change is prioritized
Our rubric turns all 118 criteria into a focused roadmap, so the team knows which fixes matter most first.
Want the full 118 criteria, slides, and stakeholder deck?
See the full Beantown Baby case study →