baltimore Buildings
baltimore Buildings
baltimore Buildings
20NTC Session

Volunteer User Journeys: Increasing Conversion With Engagement Pyramids and Flowcharts


How do you keep your best volunteers? How do you successfully convert new applicants to active members? How do you ensure that they don’t walk off in disappointment when you offer the wrong experience to a highly skilled volunteer?

You need two tools:

  1. An engagement pyramid to prioritize your goals and roles
  2. A user journey flowchart to map, analyze, and optimize the volunteer experience

In this interactive session, three nonprofits will share their own user journeys. Then we’ll get hands-on as we break into guided groups to create flowcharts that will help you identify how you can create better user experiences.

Learning Outcomes

  • Discover how applying user journeys will improve your volunteer recruitment and retention
  • See examples of nonprofits mapping their user journeys and applying engagement pyramids
  • Get hands-on experience documenting user journeys into flowcharts

Target Audience

Volunteer and program managers who recruit volunteers and partners to support their work.


Case StudyCommunityProcessVolunteers


Elijah van der Giessen

NetSquared Community Manager


Eli strives to be a connector – the interstitial tissue that holds the muscle of a community together. He’s been a volunteer manager, an event organizer and a digital campaigner. Basically he’ll take any gig that allows him to enable a group of passionate people to create things they love.

Currently he works for TechSoup as the NetSquared Community Manager. He supports a global volunteer network of 120 monthly meetups for the nonprofit technology sector. Together they hold over 800 events per year.

Ledy Espinal

Board Member

One Brick

Ledy has been a One Brick leader for over 11 years.

She began volunteering with One Brick and enjoyed her volunteer experience so much that she took on the roles of Event Coordinator and Event Manager and volunteered to lead various committees. She joined the executive team and ultimately took on the role of Chapter Director for the DC chapter. After several years of running the DC chapter Ledy joined the extended Board. Currently the Marketing and Media Relations (Extended Board) for One Brick.

One Brick operates nine chapters nationwide building community through volunteering. Helping people get involved, have an impact, and have fun, in the communities they live in by creating opportunities for individuals to serve local nonprofits in a friendly and social atmosphere around volunteering. One Brick volunteers have contributed in excess of 630,000 hours to the communities they serve.

Jeanne Allen

Trainer, Consultant, Facilitator

Jeanne Allen Consulting

Jeanne Allen is an expert in nonprofit Strategy, Innovation and Leadership. She provides board and leadership development, strategic planning, change management, volunteer management, and social media strategy. She works at the intersection of Strategy, Innovation, and Leadership in the nonprofit sector. As a volunteer, she is a local organizer for NC Tech4Good, planning monthly meetings on technology topics for nonprofits.





March 26, 2020


10:30am – 11:45am



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