UX Strategy, Research and Design for a Support Hub
Taryn D
A charitable organization dedicated to combating bullying and providing support to young people, particularly in rural, regional, and remote areas, recognized that its expanding services—including a mobile application, a 24/7 support line, and educational resources for parents and carers—were dispersed across various sections of its website. This fragmentation led to inconsistent user experiences. The organization aimed to consolidate these services into a unified, user-centric Support Hub, optimized for low-bandwidth environments and accommodating platform limitations.
Objectives:
Streamline the user experience by developing an intuitive journey for users to access support services.
Create a centralized entry point for all support services to simplify navigation.
Optimize the hub for low-bandwidth environments.
Assess the ease of use and engagement of the new Support Hub.
Validate user satisfaction and the effectiveness of the hub in delivering support services.
Ensure the Support Hub is intuitive, easy to navigate, and accessible for all users.
Scope:
The project focused on two primary user groups:
Young People
Parents and Carers
This focus ensured valuable insights within budget constraints while addressing the needs of these primary personas.
Methodology:
UX Audit and Analysis:
Expert Review: Conducted a UX expert review of key user journey experiences, focusing on the Homepage, Parent Hub, and Get Help pages, using user-centric principles and established heuristics.
Website Analytics: Analyzed website statistics and device usage patterns to inform design decisions.
Stakeholder Workshop: Facilitated a collaborative workshop to align on project goals and vision for the Support Hub, clarifying success criteria and setting expectations.
Technology Constraints: Assessed platform constraints to ensure design alignment with technical capabilities.
Discovery Research:
User Interviews: Conducted 8-10 online interviews with primary users (Young People, Parents, and Carers), each lasting 45 minutes, to understand their needs, challenges, and behaviors.
User Feedback Survey: Recommended conducting a survey to broaden the understanding of user needs and challenges at scale, providing more opportunities for feedback.
Iterative Design and Usability Testing:
Wireframes: Created wireframes outlining the layout and functionality of the Support Hub.
Usability Testing: Tested wireframes with 6-8 primary users to identify usability issues.
Analysis and Iteration: Analyzed feedback and refined wireframes based on usability testing results.
High-Fidelity Prototypes: Developed high-fidelity wireframes and prototypes incorporating design elements and visuals.
First Click Testing: Conducted unmoderated first click testing to assess user interactions with the prototype, followed by necessary adjustments and iterations.
Delivery:
Prepared and handed off final design files and assets to the organisation's team for implementation.
Outcomes:
The comprehensive research and design process led to the design of a cohesive, user-friendly Support Hub that consolidated previously fragmented services. The new design streamlines navigation, improvs accessibility, and ensures optimisation for low-bandwidth environments, effectively meeting the diverse needs of the organisation's audiences.
Benefits to the Client:
Improved understanding of primary user needs, expectations, and challenges.
Identification of areas for enhancement to improve usability and user experience.
Actionable insights to guide future iterations of the Support Hub.
Enhanced accessibility and efficiency for users in low-bandwidth environments.
A cohesive user experience that aligns with the organisation's mission and goals.
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Posted Feb 5, 2025
A charity combating bullying consolidated its dispersed support services into a user-friendly online hub, enhancing accessibility for young people and parents.
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