UX and technical rebuild and expansion of charity website. Building on user journeys, data and obstacles, the new site delivered an integration of SenateSense Q&A platform with a new Wordpress wraparound and navigation system.
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PROJECT introduction
The Support SEND Kids charity provides vitally needed legal guidance for families, schools and local authorities helping children with SEND (special educational needs or disabilities), get the right education and opportunities. The charity's 2024 fundraising campaign aimed to increase its services to a expanding range of users. This required an in-depth analysis of the current stake-holders through interview and mapping user pathways to identify the current value of content and user behaviour. The result was an extensive build-out of the charity's Q&A platform, with expanded features. The project focused on each user type - to help them better engage with, and benefit from, the charity. 
PROJECT delivery
First we worked closely with the charity, The UX Agency and key stakeholders to map out the charity's user landscape. We then ran a desk based analysis on the current website, looking at Google Analytics, Hotjar and the SenateSense Q&A platform's integral user data. We used the research to propose a revised menu system and home page signposting, focusing on content above the fold. The home page is viewed on desktop by 65% users/mobile 35%, however, around 60% of users seeking help access the site on mobile, while barristers offering help preferred to work on desktop. Proposed UX designs were created on Figma and tested with each user group in a series of face to face observations and interviews, before implementation. Users contributing knowledge are barristers and legal professionals, while users needing knowledge, come from a wide range of backgrounds and in many cases with English as a second language. The signposting and messaging across the site had to deliver for this wide range of literacy levels and accessibility needs. The completed site underwent further user testing. The site was build on Wordpress/Elemetor and integrated with the existing SenateSense Q&A platform. The menu is structured so that additional topics, or content types can be added easily in future. PROJECT results Since implementation, in the last 6 months visitor numbers are up by 140%. Above the line viewing is now 90%, while for the historic design it was only 70%. Drop off has reduced by 20%. Return user percentage is the same but for a larger group of users, demonstrating increased penetration. Performance continues to be regularly monitored on Google Analytics, Hotjar and SenateSense's integrate platform data to ensure responsiveness to user needs. |
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