ChortHub CRM
ChortHub is a comprehensive CRM system designed for membership management and serves as an internal social network. In this project, I have taken on the roles of a chief strategist and a senior UI/UX designer. The project has progressed through all design stages — from ideation and design to prototyping — and is now in the development and testing phase. After completing the full design in Figma, I assembled a team of developers who are currently working on its implementation.
This is another significant volunteer project that I am leading for the scouting community, complementing other initiatives such as Ukrainian Scouts in the UK, 1st London Plast, Plast Global Brand Guidelines, and Lisovi Chorty website. It represents an important contribution to the ongoing digital transformation within the organisation, aimed at streamlining internal communication and enhancing the overall member experience.
The Challenge
To create a complex user ecosystem for membership management and communication (500 members in 15+ countries) – entirely volunteer-based, with no funding.
Peculiarities
- Ultimate protection of personal data
- No existing centralised database or communication tool
- Off-the-shelf tools (e.g. HubSpot, Bitrix24) proved unsuitable
- Required bespoke functionality: e-library, donation system, internal communication tools
- Multi-platform access, including mobile and low-bandwidth environments
We set aside 18 months from discovery to launch – and the timeline helped us prioritise and communicate clearly with everyone involved.
Planning Highlights & Milestones
Design Process Overview
Although it was a volunteer project, we approached it with the same structure and rigour as a professional engagement. We began with in-depth research, moving methodically toward tailored solutions. Throughout the process, we continuously tested and iterated—using high-fidelity wireframes, functional prototypes, and ongoing refinements. At every stage, our decisions were driven by real user needs.
From general problem to defined solution – turning the intangible into the tangible through iterative design. Continuous user testing began during early prototyping.
Research/Discovery & Ideation
Methods:
- 15+ stakeholder interviews (group leaders, coordinators, tech advisors)
- 40+ survey responses
- Competitor analysis: open-source & commercial CRMs
- Case reviews: spreadsheet workarounds, WhatsApp
- Mapping existing pain points and failure points in current tools, red routes, user journeys
Key insights:
- Role-based permissions were essential
- Simplicity and accessibility for older users
- All-in-one tool
- Fragmented visibility across subdivisions
- Users demanded offline access to some resources
- Event communication was inconsistent and inefficient
Prototyping & Structure
The first prototype was quite successful. We tested it with 20 volunteers and got great feedback – but it also changed everything.
Suddenly, other subdivisions heard about the tool and wanted in. The project showed the potential to significantly scale up – from something meant for 500 people to something needed by 20,000 users. That meant rethinking the architecture, permissions, scalability, and entire user flow.
Design Evolution
- Major changes driven by expanded feedback
- Simplified navigation
Accessibility improvements (contrast, fonts) - Added light mode alongside dark
- Modular content system: scalable and customisable
Micro-interactions added for confirmations - Forms redesigned for speed and clarity
- Fully mobile-responsive layout (in progress)
Development & Testing
Team
- Designer/PM (myself)
- Junior Designer
- 2 back-end engineers
- 2 front-end engineers
- 1 QA
Tech stack
- React
- Node.js
- AWS
Testing & Optimisation
- Early access available for testing and feedback
- Use of Hotjar-style heatmaps, analytics
- Iterative releases and rapid bug fixing
- Continuous integration based on real user feedback
Results & Impact
What’s been achieved:
- Beta platform launched
- 90% adoption in pilot group
- Positive feedback and interest from national & international scout branches
- First-ever centralised database, resource hub, and communication tool
- Analytics and testing built in from the ground up
We started out with a modest goal – to help 500 people communicate better. But the need was so much greater.
Today, ChortHub is on track to become the single digital platform for all Ukrainian scout groups worldwide – potentially serving over 20,000 users in the near future. And it’s all based on real UX principles – not just technology.
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