Case Study: Make-A-Wish improves wish granting process with Highland

Make-A-Wish - Customer Case Study

Make-A-Wish Illinois wanted to create a bigger impact for wish kids, but the 35-year-old nonprofit felt stuck in its process for granting wishes to critically ill children and their families. To better understand the experience from the family’s point of view, Make-A-Wish partnered with Highland Solutions to create a customer journey map.

Highland Solutions led a six-week journey mapping project that included interactive in-person workshops, stakeholder interviews, and a group mapping exercise. The work helped Make-A-Wish identify opportunities it had not seen before, validate what it was already doing well, and create a clear plan of action for changes to the wish granting process. A physical journey map now sits in the organization’s Chicago office to guide staff in serving wish families.

Make-A-Wish

Dina Thachet

Medical Outreach Manager