Case Study: DoSomething.org achieves scalable, faster member support and improved user experience with Trello

Making Social Change Happen At Scale

DoSomething.org is a global nonprofit that mobilizes 13–25-year-olds to take action on 290+ campaigns, reaching 5.5 million members. With a small member support team, they faced friction from manual, siloed ticket tracking and slow monthly reviews that made it hard to surface recurring user issues and keep campaign participation smooth.

By integrating Trello and Zendesk and automating workflows (Power-Ups, Views, shared boards for FRUGs and research), teams from support to engineering can turn tickets into Trello cards, triage issues in real time, and run agile sprints. The result: faster fixes during live campaigns, unified user-research tracking, the ability to handle over 1,100 tickets a month without big headcount increases, and more resources focused on impact and improving the member experience.

DoSomething.org

Hannah Ghidey

User Insights Manager