Case study

Over 3 years of work on Loop together with the design team, host organisation, and local communities across the globe we have designed and developed from scratch a platform, that is well-secured and independent. It is officially launched and hosted in Zambia, Philippines, Indonesia, Somalia, Poland, and Ukraine and is also open to anyone around the world. It is available in 12 languages including RTL – Arabic and has machine translation integrated to improve the moderation process and make every story available in all supported languages.

Loop platform at the moment offers 5 channels to submit your story: web, SMS, Facebook Messenger, WhatsApp and the new IVRR voice channel. New channels coming soon. The platform has been designed and implemented to receive and publish open stories and also to provide a secure flow for sensitive stories which are moderated and addressed by Case Managers.

Technologies used:


A safe mechanism for recipients of aid to feedback on humanitarian and development assistance

The originator of the Talk To Loop platform is Alex Ross, who after more than 20 years of working in the humanitarian sector and listening to those in need, decided to take care of their needs even more by providing a safe mechanism for people to raise their voices to improve services at scale. The idea behind the platform is to listen to the people who receive humanitarian aid. Until now, ordinary people have not had a place where they could describe their needs or give an opinion on the work of a given organization.


One of the problems Alex also noticed is that there are communities which for example have no internet access. The platform therefore also had to provide access to these people in other ways.

Services we did for them:

Tech support at every design stage of the entire project
every new milestone.

Design and develop from scratch:

  • Angular frontend application with a mobile-first approach
  • NestJS backend application fulfilled with serverless AWS lambda functions
  • AWS cloud infrastructure
  • Direct SMS integration with country telecommunication providers in Zambia and the Philippines + global SMS integration using Twilio
  • Facebook smart bot integration
  • WhatsApp smart bot integration
  • Direct IVRR integration with Somalian telecommunication provider

Where it works:








Project development



  • MVP – fully working product in 3 months, application to use within a web, using IBM Carbon design system



  • Design and development of our own design system


  • Direct SMS integration with MTN, Zamtel and Airtel in Zambia, plus integration with SMS Globe in the Philippines


  • Closed Loop channel was added, to allow people to submit sensitive stories and be able to address them through our internal Case Management team


  • Support for multi-languages including machine translation was added


  • Integration of a smart chatbot for Facebook Messenger and WhatsApp as the next new channels of communication


  • Creation of a statistic board with qualitative and quantitive data analyses for incoming stories



  • Design and development of a totally new IVRR channel addressed to Somalia as a pilot


  • Numbers of improvements which we have learned using the platform across continents and countries


  • Re-worked flow for WhatsApp and Facebook messenger

What our client says

Alex Ross

Managing Director of Loop

Loop is a new Start Up Charity and has been working instep with Marek and his team at Elite Crew since we started. Not only am I satisfied with the end product which you can se at Talk Top Loop but I am also impressed with the close and colaborative working relationship we have to problem solve, ideate, prioritise work togheter as well as, and just as importantly, the relationship they have with our different country partnerships. Working closely with local staff in diffrent contexts to ensure they have what is needed to run the tool effectively and to integrate it into the local systems and approaches.

Ciarán Duffy

UX Design Lead at Sonder Design Collective

The team was able to build a fully functional and scalable MVP for the platform in under 12 weeks. The company appreciated how friendly and pleasant the team was when working with them on this project. They now look forward to working with them again on another project.

Project in numbers

stories on the platform!
sensitive stories concerning threats to life
different technologies used
people engaged in the project
years of cooperation

available in 6 different countries

more than 400 organizations on the platform

Insights from the project

get in touch

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