top of page


Embedding audience segmentations through culture change

"Shelter now has one, coherent supporter segmentation and 7 live test journeys, all designed to deepen supporter relationships and improve Life Time Value. A cross-functional management group come together at monthly facilitated working sessions to ensure they learn as much as possible from each test, generate fresh insight and maximise the value gained for the organisation."

The challenge



In 2016, Shelter will turn 50. An ambitious new strategy has been developed recognising that, more than ever before, Shelter needs to inspire and mobilise support to end homelessness and bad housing. Our brief was to help Shelter place the needs of their supporters at the heart of their organisation, through embedding an insight-driven segmentation and supporter journey framework across 1,000 staff. 

The solution




We defined and delivered an 18-month transformation and culture change programme that involved: 


  • Employee and stakeholder research

  • Roadmap development

  • Segmentation and journey planning training 

  • Programme communications and engagement

  • Steering group management and facilitation

  • Performance evaluation and board reporting

If you'd like to understand this project or our approach in more detail,

email or call 023 8082 8505

More like this

bottom of page