Information checked: 21 July 2026.
A charity or community website should explain purpose, governance and use of funds in language supporters and beneficiaries can understand. It also needs accessible participation, controlled fundraising and a clear distinction between the charity and any commercial partner.
In brief: Build around the real customer journey and the staff process that supports it.
Priority customer journeys
| Customer need | Website response | Operational owner |
|---|---|---|
| What does the organisation do? | Objects, activities, eligibility and current priorities | Trustees or programme lead |
| Can I trust it? | Registered details, governance, reporting and real impact | Trustees |
| How can I take part? | Donate, volunteer, attend or request support | Fundraising or operations |
| What happens to my data or donation? | Privacy, payment and communication choices | Data and fundraising owners |
Minimum page set
- Purpose and activities.
- About/governance with registered details where applicable.
- Support, volunteering or participation routes.
- Fundraising and donation information.
- Reports, safeguarding/contact routes, privacy and accessibility information.
Risks to design around
- Emotional claims that cannot be evidenced.
- Fundraising pages without the responsible charity identity.
- Publishing beneficiary photographs or stories without suitable consent and safeguarding.
- Making essential help available only through an inaccessible form.
How to check the result
Confirm that a supporter can verify the organisation on the relevant register, understand how funds are used and complete or cancel a donation without ambiguity.
What often breaks
A charity site may rely heavily on emotional storytelling while giving little information about governance, registered identity or how donations are used. Beneficiary photographs and stories can also create safeguarding and dignity risks when consent is treated as a simple marketing checkbox.
Information to keep outside the platform
- Registered details and governance owner
- Fundraising statement and payment records
- Story, image and safeguarding permissions
- Volunteer and beneficiary data flows
- Accessibility and alternative-contact process
A practical next move
Take the main donation or participation page and ask whether a cautious supporter can verify the organisation, understand the use of funds and find an accountable contact without leaving the journey.
Sources and date checked
This practical guidance was checked against the following primary sources. Date checked: 21 July 2026.
Keep the decision under your control
Retain the relevant accounts, source material, supplier terms and recovery information. Recheck changing prices, interfaces and rules before acting.