Case studies
A user research roadmap for a small charity with big ambition.
Booker Prize Foundation, UK
A charity promoting the art and value of literature for the public benefit. Among the ways in which it fulfils this mission is the awarding of the Booker Prize and the International Booker Prize
Services: Research Audit, User Research Roadmap
Tools: Workshops, Desk Research, Consultancy
Delivered: 2025
The ask.
The Booker Prize Foundation (BPF) was developing a new digital strategy and wanted to make sure it was grounded in audience insights. Like many organisations, they weren’t short of audience data. Still, they weren’t confident it could help them make strategic decisions about their online content or how to measure the impact of their previous strategy. They suspected they’d need to invest in new user research but weren’t sure where to start.
The answer.
In just a couple of weeks, we helped BPF make sense of the audience evaluations, marketing data, and brand insights they already had and identified gaps that were holding them back from moving forward. We also provided a phased roadmap of research that will help them build the research that was important to them over time helping them to keep costs down and develop a more sustainable long-term approach.
The approach.
We began by reviewing BPF’s past research and strategic documents to understand what data they already held and how it was being used. Next, we ran a workshop with their leadership and digital team to surface their current direction, the sticking points in their decision-making, and what really mattered to them in this next phase of strategy development.
We discovered that much of their existing data was strong on understanding the market, but wasn’t supporting decisions about where content was bringing – or could bring – most value and, therefore, where to focus, who to prioritise, or how to measure success.
By working collaboratively, we were able to develop a phased user research roadmap – pinpointing the types of insight that would help BPF make meaningful decisions over time, not just once.
The outcome.
The team felt seen and understood, but also had a better idea of the value of the current research, and where there are gaps.
They appreciated having space to think more strategically about audience insight and about how they might measure the success of their content in future. They left the project with a clear user research roadmap and confidence in what to insight commission next.
– Jenn Phillips-Bacher, Digital Product Manager, Booker Prize Foundation
After a period of sustained audience growth, we needed to update our knowledge of who our online visitors are now and what makes them tick.
We brought Frankly Green + Webb in to make sense of our existing market research, identify gaps in our audience insights, and set out a phased plan for filling those gaps.
Alyson, Lindsey and their team really got us from the start, bringing a keen understanding of how to approach big ambitions within a small charity. Our work with FG+W gives us more confidence that we’re making better decisions about our content and potential digital services.
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