Trivallis are one of Wales’s largest housing associations; providing safe, secure and affordable homes to 25,000 people in South Wales who are in the greatest need. Together with Trivallis, we designed a new digital home that helped them to engage with their audience on a human level and become as supportive and thoughtful in their digital space as they are within their housing services.

Sector: Private Year: 2024 Key Deliverables: Strategy | UI/UX | Website Design (WCAG)

Trivallis had been receiving a lot of negative feedback from their tenants, which resulted in some bad public press. Trust needed to be restored between the organisation and its users and redesigning the website was one of the major points for improvement.

On the previous website:

The navigation structure was misleading, making access to information unclear.

The user experience had not been considered within the resource-heavy areas of the website making it difficult to move from one topic to another.

Accessibility standards were insufficient and not up to standards. The new website needed to meet WCAG standards.

Brand design and tone of voice was not reflective of the new vision and personality of the organisation.

A User-Centric Hub To ensure a user-centered digital experience was created, we first needed to understand the target audience. By collaborating closely with Trivallis and tenant representatives, we gained valuable insights into their audience's needs, behaviours, and pain points and translated our findings into actionable points.

We discovered that tenants were finding it near-impossible to find the relevant information and that navigating to different parts of the website was also very clunky. We identified an opportunity to re-think the entire information architecture of the site, making it a lot more intuitive and aimed at the user.

Simplifying a complex journey With so much content covering many crucial services, we needed to focus on the users and their needs. We worked closely with Trivallis to review the current content and establish an intuitive & scalable content structure that would facilitate all user types and could be implemented across the whole website.

"How can we help you?" To simplify the user journey further, we re-aligned the tone of voice to be more personable & supportive. Conversational language was implemented throughout; ensuring that the website content felt directed at the users. By using terms such as ‘my home’ and ‘my wellbeing’ the website felt like a tool to support tenants in all instances.

The building blocks of a sustainable system After establishing the breadth of content areas and its different forms; we needed to establish a scalable component system that could adapt to the needs of the organisation and the resources that their users required. Using the exiting brand guidelines, we wanted to ensure that this solution suited the team at Trivallis, so we worked closely with them to ensure that the design worked for them going forward.

The new Trivallis website delivers a truly welcoming and accessible centralised hub - giving all users access to the information that they need, quickly and easily. Ensuring that the website design was engaging whilst remaining informative and accessible was a big challenge, but we are over the moon with the result.

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