Challenges to be addressed were:
Multiple user groups with different needs
Must be empathetic and human
Provide a sense of calm and assistance
Site must adhere to strict accessibility guidelines
Site must be responsive
A lot of user research was already completed by the CPA. I was given the following user groups to design for:
People of various ages living with cerebral palsy
Parents of children with cerebral palsy
Parents with a recently diagnosed child
Volunteers
Donars
Prospective employees
On top of these user groups, there was consideration needed around the varying effects and levels of cerebral palsy per person.
Due to the excessive amount of users and their varying needs, I mapped out the various journeys.
Journey map - parents with newly diagnosed child.
Journey map - volunteer.
Journey map - parents with child living with cerebral palsy.
Journey map - adult living with cerebral palsy.
Journey map - child living with cerebral palsy.
Having an idea of the various customer journeys really helped me to put a framework around the content and navigation.
Here we start to see the various sections of the site reflecting the different user groups. Such as:
Our Services - broken into the various age groups
I am... - a human part to be added to the site to reflect the different user groups and their stages
Understanding CP - giving people at different phases the information they need
Start of the information architecture.
Navigation idea.
Using Balsamiq wireframes were created to bring life to the journeys and give the client an idea of what new content needed to be created.
Some of the key features that were wired were:
Navigation - giving users an option to browse via services, understanding CP or self identifying via the 'I am...' navigation
'I am...' section of the site directly reflects the different users and what part of the journey they are on
'I am...' pages are designed to be a one-stop-shop for everything that is on offer specifically for the user at that phase
Services pages - broken down to the different age groups relevant to the user