Blackbaud | CSRConnect
Scope: Enterprise CSR Platform · Admin Workflows · Campaign Builder UI
Problem: Multi-week campaign creation cycles hindered CSR managers due to complex compliance, rigid forms, and IT dependency—delaying corporate giving and disaster relief.
Solution: Redesigned workflows with modular templates, flexible guardrails, and streamlined logic for rapid, compliant campaign launch.
Impact: Setup time reduced from weeks to 30 minutes (+35% employee engagement).
Role
Role
Lead Product Designer & System Architect
Lead Product Designer & System Architect
Year
Year
2025
2025
Type
Type
Product Design
Product Design
Techstack
Techstack
Figma, Claude, Vercel, ChadeCN
Figma, Claude, Vercel, ChadeCN
↓65%
Support calls
↓55%
Workflow breakdowns
+40%
Giving & volunteering
↓65%
Support calls
↓55%
Workflow breakdowns
+40%
Giving & volunteering
↓65%
Support calls
↓55%
Workflow breakdowns
+40%
Giving & volunteering
Background
Why are we here?
CSRconnect is Blackbaud’s flagship corporate social responsibility platform, powering employee giving, matching gifts, and volunteering programs for Fortune 500 enterprises.
Corporate giving builds employee engagement and brand trust, but launching drives or relief campaigns requires strict compliance (vetting non-profits, tax rules, matching caps, legal disclaimers). As demand for faster crisis response grew, CSRconnect’s legacy workflows lagged behind modern expectations.
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Background
Why are we here?
CSRconnect is Blackbaud’s flagship corporate social responsibility platform, powering employee giving, matching gifts, and volunteering programs for Fortune 500 enterprises.
Corporate giving builds employee engagement and brand trust, but launching drives or relief campaigns requires strict compliance (vetting non-profits, tax rules, matching caps, legal disclaimers). As demand for faster crisis response grew, CSRconnect’s legacy workflows lagged behind modern expectations.
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Background
Why are we here?
CSRconnect is Blackbaud’s flagship corporate social responsibility platform, powering employee giving, matching gifts, and volunteering programs for Fortune 500 enterprises.
Corporate giving builds employee engagement and brand trust, but launching drives or relief campaigns requires strict compliance (vetting non-profits, tax rules, matching caps, legal disclaimers). As demand for faster crisis response grew, CSRconnect’s legacy workflows lagged behind modern expectations.
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Challenge
What are we trying to solve?
The primary bottleneck lay in the admin creation engine:
Heavy IT Dependency: Launching a campaign required custom configuration from internal IT or Blackbaud support teams, creating a multi-week backlog.
Compliance vs. Speed Friction: Admin users lacked self-serve controls to configure complex matching rules or employee segmentations safely without breaking organizational policies.
Fragile Campaign Architecture: Adjusting a single variable often forced admins to rebuild entire pages.
Missed Engagement Opportunities: Weeks of administrative overhead delayed disaster relief or seasonal drives, which sharply reduced employee momentum and donation conversion.
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Challenge
What are we trying to solve?
The primary bottleneck lay in the admin creation engine:
Heavy IT Dependency: Launching a campaign required custom configuration from internal IT or Blackbaud support teams, creating a multi-week backlog.
Compliance vs. Speed Friction: Admin users lacked self-serve controls to configure complex matching rules or employee segmentations safely without breaking organizational policies.
Fragile Campaign Architecture: Adjusting a single variable often forced admins to rebuild entire pages.
Missed Engagement Opportunities: Weeks of administrative overhead delayed disaster relief or seasonal drives, which sharply reduced employee momentum and donation conversion.
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Challenge
What are we trying to solve?
The primary bottleneck lay in the admin creation engine:
Heavy IT Dependency: Launching a campaign required custom configuration from internal IT or Blackbaud support teams, creating a multi-week backlog.
Compliance vs. Speed Friction: Admin users lacked self-serve controls to configure complex matching rules or employee segmentations safely without breaking organizational policies.
Fragile Campaign Architecture: Adjusting a single variable often forced admins to rebuild entire pages.
Missed Engagement Opportunities: Weeks of administrative overhead delayed disaster relief or seasonal drives, which sharply reduced employee momentum and donation conversion.
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Research
How do we know it’s a problem?
I conducted comprehensive research to identify friction points:
Admin User Interviews: I interviewed 18 enterprise CSR program managers and HR admins to map the journey from campaign concept to launch.
Workflow & Time Audits: I timed the execution of standard campaign setups and identified an average turnaround time of 12 to 18 business days due to handoffs and approval queues.
Error Rate Analysis: I reviewed support logs and discovered that 45% of tier-2 support tickets stemmed from admins attempting custom workarounds within rigid campaign forms.
Artifacts Generated: I built a Campaign Lifecycle Map, an Admin Friction Heatmap, and a Compliance & Constraint Matrix detailing every legal and technical requirement across global regions.
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Research
How do we know it’s a problem?
I conducted comprehensive research to identify friction points:
Admin User Interviews: I interviewed 18 enterprise CSR program managers and HR admins to map the journey from campaign concept to launch.
Workflow & Time Audits: I timed the execution of standard campaign setups and identified an average turnaround time of 12 to 18 business days due to handoffs and approval queues.
Error Rate Analysis: I reviewed support logs and discovered that 45% of tier-2 support tickets stemmed from admins attempting custom workarounds within rigid campaign forms.
Artifacts Generated: I built a Campaign Lifecycle Map, an Admin Friction Heatmap, and a Compliance & Constraint Matrix detailing every legal and technical requirement across global regions.
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Research
How do we know it’s a problem?
I conducted comprehensive research to identify friction points:
Admin User Interviews: I interviewed 18 enterprise CSR program managers and HR admins to map the journey from campaign concept to launch.
Workflow & Time Audits: I timed the execution of standard campaign setups and identified an average turnaround time of 12 to 18 business days due to handoffs and approval queues.
Error Rate Analysis: I reviewed support logs and discovered that 45% of tier-2 support tickets stemmed from admins attempting custom workarounds within rigid campaign forms.
Artifacts Generated: I built a Campaign Lifecycle Map, an Admin Friction Heatmap, and a Compliance & Constraint Matrix detailing every legal and technical requirement across global regions.
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Pivot
Should we make a U Turn?
We initially assumed that admins needed a more powerful, free-form drag-and-drop page builder.
However, usability testing on early prototypes revealed an unexpected insight: Giving admins total visual freedom increased setup time and compliance risk. Admins didn't want to design pages from a blank canvas; they wanted to deploy compliant, high-converting campaigns fast. We strategically pivoted the project away from a visual layout builder toward a guided, object-oriented workflow engine with built-in policy guardrails and heavy emphasis on templates and progressive customization where needed.
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Pivot
Should we make a U Turn?
We initially assumed that admins needed a more powerful, free-form drag-and-drop page builder.
However, usability testing on early prototypes revealed an unexpected insight: Giving admins total visual freedom increased setup time and compliance risk. Admins didn't want to design pages from a blank canvas; they wanted to deploy compliant, high-converting campaigns fast. We strategically pivoted the project away from a visual layout builder toward a guided, object-oriented workflow engine with built-in policy guardrails and heavy emphasis on templates and progressive customization where needed.
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Pivot
Should we make a U Turn?
We initially assumed that admins needed a more powerful, free-form drag-and-drop page builder.
However, usability testing on early prototypes revealed an unexpected insight: Giving admins total visual freedom increased setup time and compliance risk. Admins didn't want to design pages from a blank canvas; they wanted to deploy compliant, high-converting campaigns fast. We strategically pivoted the project away from a visual layout builder toward a guided, object-oriented workflow engine with built-in policy guardrails and heavy emphasis on templates and progressive customization where needed.
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Solution
Did method fix the madness?
I led the design of a new campaign orchestration engine:
Self-Serve Modular Templates: Created goal-driven templates (e.g., Disaster Relief, Seasonal Match, Local Volunteering) that admins could populate in minutes.
Smart Compliance Guardrails: I embedded real-time rule validation that checked matching caps, non-profit vetting statuses, and corporate disclaimers dynamically as the admin configured the drive.
Flexible Logic & Segmentation: I redesigned employee target controls, allowing admins to apply custom matching rules or localized messaging without custom code.
Live Component Preview: I integrated an inline, dual-view editor so admins could visualize the employee desktop and mobile experience side-by-side while editing logic.
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Solution
Did method fix the madness?
I led the design of a new campaign orchestration engine:
Self-Serve Modular Templates: Created goal-driven templates (e.g., Disaster Relief, Seasonal Match, Local Volunteering) that admins could populate in minutes.
Smart Compliance Guardrails: I embedded real-time rule validation that checked matching caps, non-profit vetting statuses, and corporate disclaimers dynamically as the admin configured the drive.
Flexible Logic & Segmentation: I redesigned employee target controls, allowing admins to apply custom matching rules or localized messaging without custom code.
Live Component Preview: I integrated an inline, dual-view editor so admins could visualize the employee desktop and mobile experience side-by-side while editing logic.
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Solution
Did method fix the madness?
I led the design of a new campaign orchestration engine:
Self-Serve Modular Templates: Created goal-driven templates (e.g., Disaster Relief, Seasonal Match, Local Volunteering) that admins could populate in minutes.
Smart Compliance Guardrails: I embedded real-time rule validation that checked matching caps, non-profit vetting statuses, and corporate disclaimers dynamically as the admin configured the drive.
Flexible Logic & Segmentation: I redesigned employee target controls, allowing admins to apply custom matching rules or localized messaging without custom code.
Live Component Preview: I integrated an inline, dual-view editor so admins could visualize the employee desktop and mobile experience side-by-side while editing logic.
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Principles
What was our guiding light?
Remove Friction Between Intent & Compliance: Enterprise rules shouldn't slow down human generosity; the design must seamlessly integrate compliance checks.
Object-Oriented Workflows (OOUX): Structure campaigns around core domain entities (e.g., Match Rules, Non-Profit Rosters, Employee Segments) so admins can reuse configurations across campaigns instead of recreating them.
Default to Velocity: Design every administrative interaction to minimize clicks, eliminate manual data re-entry, and prioritize launching campaigns immediately.
AI-Driven Progressive Enhancement: AI interprets user goals, suggests optimal templates/layouts, and guides users through a progressively enhanced campaign-building process. Always maintains a choice between automated recommendations and granular manual customization—meeting 2026 standards for efficiency and flexibility.
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Principles
What was our guiding light?
Remove Friction Between Intent & Compliance: Enterprise rules shouldn't slow down human generosity; the design must seamlessly integrate compliance checks.
Object-Oriented Workflows (OOUX): Structure campaigns around core domain entities (e.g., Match Rules, Non-Profit Rosters, Employee Segments) so admins can reuse configurations across campaigns instead of recreating them.
Default to Velocity: Design every administrative interaction to minimize clicks, eliminate manual data re-entry, and prioritize launching campaigns immediately.
AI-Driven Progressive Enhancement: AI interprets user goals, suggests optimal templates/layouts, and guides users through a progressively enhanced campaign-building process. Always maintains a choice between automated recommendations and granular manual customization—meeting 2026 standards for efficiency and flexibility.
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Principles
What was our guiding light?
Remove Friction Between Intent & Compliance: Enterprise rules shouldn't slow down human generosity; the design must seamlessly integrate compliance checks.
Object-Oriented Workflows (OOUX): Structure campaigns around core domain entities (e.g., Match Rules, Non-Profit Rosters, Employee Segments) so admins can reuse configurations across campaigns instead of recreating them.
Default to Velocity: Design every administrative interaction to minimize clicks, eliminate manual data re-entry, and prioritize launching campaigns immediately.
AI-Driven Progressive Enhancement: AI interprets user goals, suggests optimal templates/layouts, and guides users through a progressively enhanced campaign-building process. Always maintains a choice between automated recommendations and granular manual customization—meeting 2026 standards for efficiency and flexibility.
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Impact
Did we hit the mark?
Drastic Reduction in Setup Time: Cut campaign setup from weeks to 30 minutes for self-serve admins.
Decreased Support Overhead: Reduced campaign support tickets by ~50% in six months post-launch.
Increased Giving Volume: Enabled instant corporate response to emergencies, increasing donor participation by 35% in pilot accounts.
Enterprise Adoption: Rolled out the solution enterprise-wide, establishing it as the standard for campaign management in CSRconnect.
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Impact
Did we hit the mark?
Drastic Reduction in Setup Time: Cut campaign setup from weeks to 30 minutes for self-serve admins.
Decreased Support Overhead: Reduced campaign support tickets by ~50% in six months post-launch.
Increased Giving Volume: Enabled instant corporate response to emergencies, increasing donor participation by 35% in pilot accounts.
Enterprise Adoption: Rolled out the solution enterprise-wide, establishing it as the standard for campaign management in CSRconnect.
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Impact
Did we hit the mark?
Drastic Reduction in Setup Time: Cut campaign setup from weeks to 30 minutes for self-serve admins.
Decreased Support Overhead: Reduced campaign support tickets by ~50% in six months post-launch.
Increased Giving Volume: Enabled instant corporate response to emergencies, increasing donor participation by 35% in pilot accounts.
Enterprise Adoption: Rolled out the solution enterprise-wide, establishing it as the standard for campaign management in CSRconnect.
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Reflection
What would I do differently?
What I Learned: In enterprise software, constraint management is as important as interface design. Providing users with fewer choices and smarter defaults yields both faster execution and higher accuracy.
What I’d Do Differently: I should have spent more time co-designing with legal and compliance stakeholders on the client side earlier in the process. We uncovered edge cases around regional tax disclaimers late in the prototype phase, which required last-minute form state adjustments.
Looking Ahead: Future iterations will leverage predictive analytics and natural language AI to automatically draft campaign copy and suggest optimal matching ratios based on past employee engagement data.
AI-Use Transparency
AI was deeply integrated into campaign creation, serving as an accelerator and context-aware assistant. Users described campaign goals in a prompt, enabling AI to pull from a robust library of campaign, page, component, and form elements. With this context, AI suggested optimized content and layouts, continuously analyzing A/B tests and analytics to recommend refinements for greater traction. For advanced customization, users could seamlessly transition to the Page, Form, or Component Builders for full control.
The mental model prioritized AI prompting first: the system attempted to match the campaign manager’s goals with an existing template. If no suitable template was found, AI would assemble a new page from the component library, tailored to the stated objectives. Should this still not fulfill the desired outcome, the user could switch to manual tools—Page Builder, Form Builder, and Component Builder—to fully customize their campaign landing page, components, forms, and emails. This progressive disclosure and enhancement ensured that users always had a clear, guided path to campaign success, whether through AI-generated suggestions or bespoke manual design.
The solution’s object-oriented architecture underpinned every page, form, email, and dashboard builder. This modular methodology enabled mixing, matching, and transferring of patterns or modules between campaigns. If a customized module worked well in one campaign, it could easily be reused in another by copying and pasting, dramatically increasing flexibility and iteration speed.
Scenario Planning: Leveraged generative tools to simulate edge-case user paths for multi-currency and multi-language campaign setups.
I designed and validated all UX frameworks, interaction patterns, wireframes, visual designs, and systems logic—delivering a modern, modular, and AI-integrated product experience that aligns with 2026 enterprise expectations.
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Reflection
What would I do differently?
What I Learned: In enterprise software, constraint management is as important as interface design. Providing users with fewer choices and smarter defaults yields both faster execution and higher accuracy.
What I’d Do Differently: I should have spent more time co-designing with legal and compliance stakeholders on the client side earlier in the process. We uncovered edge cases around regional tax disclaimers late in the prototype phase, which required last-minute form state adjustments.
Looking Ahead: Future iterations will leverage predictive analytics and natural language AI to automatically draft campaign copy and suggest optimal matching ratios based on past employee engagement data.
AI-Use Transparency
AI was deeply integrated into campaign creation, serving as an accelerator and context-aware assistant. Users described campaign goals in a prompt, enabling AI to pull from a robust library of campaign, page, component, and form elements. With this context, AI suggested optimized content and layouts, continuously analyzing A/B tests and analytics to recommend refinements for greater traction. For advanced customization, users could seamlessly transition to the Page, Form, or Component Builders for full control.
The mental model prioritized AI prompting first: the system attempted to match the campaign manager’s goals with an existing template. If no suitable template was found, AI would assemble a new page from the component library, tailored to the stated objectives. Should this still not fulfill the desired outcome, the user could switch to manual tools—Page Builder, Form Builder, and Component Builder—to fully customize their campaign landing page, components, forms, and emails. This progressive disclosure and enhancement ensured that users always had a clear, guided path to campaign success, whether through AI-generated suggestions or bespoke manual design.
The solution’s object-oriented architecture underpinned every page, form, email, and dashboard builder. This modular methodology enabled mixing, matching, and transferring of patterns or modules between campaigns. If a customized module worked well in one campaign, it could easily be reused in another by copying and pasting, dramatically increasing flexibility and iteration speed.
Scenario Planning: Leveraged generative tools to simulate edge-case user paths for multi-currency and multi-language campaign setups.
I designed and validated all UX frameworks, interaction patterns, wireframes, visual designs, and systems logic—delivering a modern, modular, and AI-integrated product experience that aligns with 2026 enterprise expectations.
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Reflection
What would I do differently?
What I Learned: In enterprise software, constraint management is as important as interface design. Providing users with fewer choices and smarter defaults yields both faster execution and higher accuracy.
What I’d Do Differently: I should have spent more time co-designing with legal and compliance stakeholders on the client side earlier in the process. We uncovered edge cases around regional tax disclaimers late in the prototype phase, which required last-minute form state adjustments.
Looking Ahead: Future iterations will leverage predictive analytics and natural language AI to automatically draft campaign copy and suggest optimal matching ratios based on past employee engagement data.
AI-Use Transparency
AI was deeply integrated into campaign creation, serving as an accelerator and context-aware assistant. Users described campaign goals in a prompt, enabling AI to pull from a robust library of campaign, page, component, and form elements. With this context, AI suggested optimized content and layouts, continuously analyzing A/B tests and analytics to recommend refinements for greater traction. For advanced customization, users could seamlessly transition to the Page, Form, or Component Builders for full control.
The mental model prioritized AI prompting first: the system attempted to match the campaign manager’s goals with an existing template. If no suitable template was found, AI would assemble a new page from the component library, tailored to the stated objectives. Should this still not fulfill the desired outcome, the user could switch to manual tools—Page Builder, Form Builder, and Component Builder—to fully customize their campaign landing page, components, forms, and emails. This progressive disclosure and enhancement ensured that users always had a clear, guided path to campaign success, whether through AI-generated suggestions or bespoke manual design.
The solution’s object-oriented architecture underpinned every page, form, email, and dashboard builder. This modular methodology enabled mixing, matching, and transferring of patterns or modules between campaigns. If a customized module worked well in one campaign, it could easily be reused in another by copying and pasting, dramatically increasing flexibility and iteration speed.
Scenario Planning: Leveraged generative tools to simulate edge-case user paths for multi-currency and multi-language campaign setups.
I designed and validated all UX frameworks, interaction patterns, wireframes, visual designs, and systems logic—delivering a modern, modular, and AI-integrated product experience that aligns with 2026 enterprise expectations.
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