Family Reach

The Challenge

Family Reach is a nonprofit on a mission to keep families financially stable during a cancer diagnosis, and every dollar counts. With a limited budget for research, investing in a deep understanding of their website visitors was difficult to prioritize alongside their core programs. Yet as they embarked on a significant website revamp, building out new pages and refreshing their digital presence, they needed to know that the experience would resonate with the families, donors, and caregivers they serve.

Without a clear, affordable way to gather user feedback, the team had limited visibility into how visitors were navigating their site and what was or wasn’t working. Slow iteration cycles and a lack of direct input from their audience made it hard to build with confidence. Family Reach needed a research solution that fit their budget and timeline without sacrificing the quality of insight.

The Outcome

With PlaybookUX, Family Reach was able to gather meaningful user feedback throughout their website revamp at a speed and price point that worked for a nonprofit. The platform was easy to navigate, making it simple for the team to run studies without a steep learning curve or heavy time investment. Iteration became faster, and decisions about new pages were grounded in real visitor feedback rather than internal guesswork.

Perhaps most valuable were the insights Family Reach didn’t know they needed. PlaybookUX surfaced perspectives and friction points the team hadn’t anticipated, giving them a fuller picture of how their audience experienced the site. The result was a stronger, more visitor-centered digital presence that better serves the families and supporters at the heart of their mission.