Digital Agency for Third Sector
Digital Agency for Third Sector
Nearly all charities now use digital in some form for their work – taking referrals, running sessions, sharing information, managing volunteers & donors. According to the Charity Digital Skills Report 2025, that figure is 92%, up from 81% the year before.
But using digital and using it well are very different things. Only a quarter of charities say their services are genuinely accessible. Only 28% see accessibility, diversity and inclusion in digital services as a top priority. And only 31% are actively working to improve how digital works for their beneficiaries.
We help you build effective digital service delivery.
Done badly, it gets in the way, and mission delivery quietly breaks down.
The person who can’t find your referral form on their phone. The beneficiary who abandons a confusing application. The service user presented with dense text when they need clarity. The commissioner who can’t easily find evidence of your impact.
Issues like these are costing the people you exist to help.
And the people who need you most are often affected by digital exclusion. Older people, people with disabilities, people in crisis, people whose first language isn’t English. Designing for them is a vital part your mission.
We will ensure that your service delivery works for everyone.
We’ll build user journeys that are clear and simple, with forms that are easy to complete. We’ll make sure that you and your services are findable and that people in crisis can quickly understand their options.
We look at the whole picture of how your organisation delivers its mission digitally, and where that breaks down for the people who matter most.
Can someone find your service, understand what it offers, and access it — without needing to already know how? We look at where people drop off, where they get confused, and what’s making completion harder than it needs to be. Especially on mobile. Especially under pressure.
Is the right information findable in the right place, in language that works for your actual audience? Is your advice content structured so that search engines and AI systems show it for the people searching for it — not just the people who already know your name?
Does your digital presence work for people with visual impairments, cognitive differences, low digital confidence, or assistive technology? Are you meeting WCAG standards not as a compliance checkbox but as a genuine commitment to the people you serve?
Can funders, commissioners and partners quickly find evidence that your work is making a difference? Is your digital presence doing the job of making your case — or is that case buried, vague, or simply not being made?
Are the people responsible for your digital presence equipped to keep it working well? We work alongside teams as well as for them — because the best digital service is one your organisation can sustain.
This work is for service managers, heads of operations, and senior leaders who know their digital presence isn’t serving their beneficiaries as well as it should — and want to fix that in a way that’s practical, prioritised, and doesn’t require a full rebuild.
You might be losing people at the point of referral or application. You might have content that isn’t finding the people who need it. You might be struggling to demonstrate impact in a way that satisfies funders. You might simply know that your website was built for the organisation, not for the people it serves.
You don’t need a redesign. You need a clear-eyed look at where the gaps are and what to fix first.
A focused look at your key beneficiary-facing journeys — referral, application, information access — with a prioritised list of what’s getting in the way and what to do about it.
If you’d rather start with a conversation about where you are and what’s getting in the way, we’re easy to talk to. No pitch, no deck, no obligation – just a useful 30 minutes.
There’s a version of this work that sounds abstract: user journeys, information architecture, accessibility standards. We’d rather talk about outcomes.
More people completing a referral. Fewer calls to your helpline from people who couldn’t find the answer online. A beneficiary who found your service at 11pm when nothing else was open and got the information they needed without hitting a wall. A funder who looked at your website and immediately understood the scale and quality of your work.
That’s what good digital service delivery looks like. Not a better website, but better outcomes for the people your organisation exists to serve.
We’ve seen charities working in health information nearly triple the number of people entering their site through key condition pages after structural changes to content and navigation — with no visual redesign at all. We’ve seen referral form completions increase significantly after removing unnecessary fields and rewriting instructions in plain language. The work is methodical, evidence-based, and directly connected to mission impact.