Supporting Helplines Partnership through a digital transformation
How we built a strong foundation for the now and for the future
Helplines Partnership—the main membership body for organisations that provide advice, information and support via phone, online chat, email or text message—needed a strong foundation for their planned digital transformation.
With their website in need of redevelopment to better meet user needs, CRM in need of a refresh and their back-office processes offering opportunities for streamlining to reduce technical challenges, we worked together to understand the problem and consider the solutions that would give Helplines Partnership the digital tools needed for a successful transformation.
To redevelop the Helplines Partnership website, we entered a collaborative Discovery and User Research phase, spending time with both the Helplines team and with site users, to understand the pain points and wins in web content to shape the user journeys for the new website.
We then created re-usable templates to facilitate these journeys and reduced the overall complexity of forms and context pages to improve the user experience on the new site.
To meet the challenges of preparing the back-office for digital transformation, we collaborated with the Helplines Partnership team to select a platform and map out the data flows for the organisation, to understand what flows where.
