Case Study: Make-A-Wish increases wish family resiliency with Highland

Make-A-Wish boosts wish family satisfaction to 97% with Highland

The customer Make-A-Wish partnered with the vendor Highland to address a challenge of creating a bigger impact for critically ill children. The organization sought to move beyond its traditional model and design a new wish experience that would explicitly build resilience and agency in wish kids, enhancing their overall journey.

Highland implemented a solution involving extensive experience mapping of the wish family journey, followed by the design of a new Wish Journey delivery model and a supporting digital strategy. This included prototyping a mobile app to streamline communications and creating a roadmap for improved digital tools across the organization. The measurable impact was significant, with 97% of wish families subsequently giving high satisfaction ratings and/or reporting increased agency in their child through the redesigned experience.

Make-A-Wish