With rising costs and soaring inflation, Turn2us has been at the forefront of supporting those struggling with their finances. Through practical support and a wealth of information, the charity works with individuals with lived experience to develop schemes to support members of the public who face financial shocks and difficulties.
Now with growing numbers of enquiries against the backdrop of economic turbulence, we partnered with Turn2us to develop their information architecture through user consultation to develop optimised digital journeys for those seeking support.
Anecdotal feedback from users, coupled with analytics data had meant Turn2us knew they had to reimagine their site so that it better serviced the needs of their users, often in states of anxiety or with reduced mental bandwidth due to financial struggles.
The team at Turn2us had a wealth of understanding when it came to the technical aspects of digital transformation however, they wanted to work with a third party to ensure that content, information architecture and user experience were tailored to the needs of their audience and find out more about user behaviour.
The overall intention for the project was to improve both the usability and accessibility of the website, in turn increasing the proportion of people taking certain actions such as utilising their Benefits Calculator tool.