Digital Agency for Third Sector
Digital Agency for Third Sector
Most charities exist to help someone. A person in crisis. A community that’s been overlooked. Someone navigating a system that wasn’t designed with them in mind. That purpose is the whole point — and digital, done well, extends your capacity to fulfil it.
Done badly, it gets in the way.
The person who can’t find your referral form on their phone at midnight. The beneficiary who abandons an application because it’s too long and too confusing. The commissioner who can’t find evidence of your impact because it’s buried in a PDF nobody reads. The service user whose first language isn’t English encountering a wall of dense, inaccessible text when they most need clarity.
These aren’t edge cases. They’re patterns — and they’re costing the people you exist to help.
Digital service delivery is almost universal. Good digital service delivery isn’t.
Nearly all charities now use digital in some aspect of how they work — taking referrals, running sessions, sharing information, managing volunteers. According to the Charity Digital Skills Report 2025, that figure is 92%, up from 81% the year before. That shift has happened fast, and largely out of necessity.
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 — despite this being central to whether the right people can actually reach them.
The gap between digital being embedded and digital working well for the people who matter most is where mission delivery quietly breaks down.
Digital exclusion — the gap between those who can navigate online services confidently and those who can’t — sits at the heart of this. Older people, people with disabilities, people whose first language isn’t English, people in crisis who aren’t thinking clearly: these aren’t niche audiences for most charities. They’re the core audience.
Designing for them isn’t a nice-to-have. It’s the mission.
That means content that’s genuinely clear, not just technically readable. Forms that work on a five-year-old phone with patchy signal. Journeys that don’t require someone to know exactly what they’re looking for before they find help. Pages that let a person in distress understand their options without reading three screens of dense text first.
It also means being findable. If someone is searching for support and your page doesn’t appear — or appears but doesn’t answer their question in plain language — you’ve missed them. That’s not just a visibility problem. It’s a mission problem.
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.
Your service and referral journeys. 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.
Your content and information architecture. 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 surface it for the people searching for it — not just the people who already know your name?
Your accessibility. 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?
Your impact evidence and reporting. 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?
Your team’s capacity and confidence. 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.
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 — 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.
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.
[CTA Block 1] Start with a service journey review 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. → Request a review
[CTA Block 2] Talk it through first If you’d rather start with a conversation about your organisation’s specific situation, we’re easy to talk to. No pitch, no deck — just a useful 30 minutes. → Book a call
Helping more people digitally depends on being findable by the right people in the first place. → Reach more. Be there when it matters.
And the data you collect from service journeys — who’s completing, who’s dropping off, what’s working — is only useful if it’s connected, clean and readable. → Make your data usable