Helping this charity serve 20% more people in debt with 20% less operating cost

Background

CAP, when comparing their service with other debt advice organisations, found that their central cost per case was £557 (seven times higher than the next most expensive provider). 

Mando Group was tasked with working holistically across service design, CAP’s digital estate and operating model to reduce that cost to serve and help them scale globally to keep serving the needs of those in debt at a time of crisis. 

Business Drivers

CAP partners with local churches to fight UK poverty - working every day to support thousands of people dealing with debt and financial challenges. After realising they reached just 3% of people in need, CAP set their sights on expanding their impact. But first, they had to tackle legacy tech, clunky processes, and organisational knots holding them back. 

Solution

We kicked things off with a series of consultancy workshops to create a clear, high-level roadmap for CAP. Off the back of that, we partnered more closely to deliver:

• A gap analysis of their tech - pinpointing what worked, what didn’t, and the investment needed to fix it.
• Full tech and UX audits of their current systems.
• A hands-on mapping session to track every step of the user journey from start to finish.
• Identification of pain points in the current process and the design of improved, future-state journeys.
• Design of an interim architecture to support CAP’s transformation—with clear steps to guide the change.
• Strategies to support adoption throughout the organisation, helping teams adapt to new roles and ways of working.
• Agile user testing, run in sprints, so we could:
• Sketch out wireframes and prototypes for real users early on, allowing rapid feedback and smarter design decisions.
• Use focused “tech spikes” to tackle complex technical questions, quickly validate assumptions, and speed up platform choices for their digital transformation.

Outcome

With donations at the heart of this project, we mapped how data flows through CAP, identified its value, and streamlined key processes to make donating and engaging as easy as possible.

We assessed the strengths of current systems, deepened our understanding of the digital experience, measured ROI for the future vision, and designed a user journey that works seamlessly across channels.

From this, CAP gained a clear set of recommendations and a roadmap for what’s next. To build a platform that clearly showcases CAP’s mission and drives more donations and interactions, we provided:

• Validation of digital initiatives to ensure alignment with CAP’s vision, KPIs, and ROI targets
• Prioritised and mapped out digital initiatives to create a focused delivery backlog
• Validation of the right operating model for smooth delivery of key projects
• Selection of the most suitable technology and architecture to enable desired outcomes
• Identification of digital partners who offer maximum value
• Established strong governance for roadmap delivery, reducing friction and driving progress