Website Redesign

Client

Change Grow Live is a national health and social care charity helping people with challenges including drugs and alcohol, housing, justice, health and wellbeing.

Audience

• Public
• Service users
• Friends and family
• Commissioners
• Staff 

My role

• Design lead
• Creative direction
• UX lead
• UI design
• Stakeholder presentations
• Research
• User testing

Brief

Update Change Grow Live's public facing website to reflect the new brand.

Approach

I led conversations with senior stakeholders emphasising the need to ensure the website not only met this brief, but ultimately met user needs. I was key in persuading them to pilot using the Double Diamond framework to help us achieve this. To ensure we kept to this approach, we asked senior stakeholders, to sign-up to a project ‘manifesto’ which listed key principles and objectives focused on improving user experience and organisational future-proofing.

Results

The website launched in December 2019. We gathered data and user feedback to provide evidence that the redesign improved the service user experience. Google analytics showed that page views had increased by 86% in January 2020 compared with 2019. And there was also positive feedback gathered from user testing which gave evidence that the website was meeting service user needs.

You can read a blog I co-wrote about '10 things we learned' from this project here. 

The team and stakeholders were impressed with the result, so much so that the Double Diamond is now being used for all major change projects going forward for the organisation. I have also used this project to embed Design Thinking and Service Design methods into Change Grow Live’s Digital Strategy which I helped to create in 2020.

Some of the methods used in the Double Diamond framework included: 

DISCOVERY:

• User interviews
• User surveys
• Stakeholder interviews
• Stakeholder surveys
• Heuristic evaluation
• Data research
• Heatmaps
• Search results analysis
• User journey mapping
• Existing research harvesting
• Sector research
• Comparative analysis
• Competitor analysis
• Analogous analysis
• Content audit
• Top Tasks survey

DEFINE: 

• Top Tasks analysis
• User needs statements
• Empathy Mapping
• Affinity sorting (themes)
• Opportunities workshop
• Recommendations
• Product specifications
• Design strategy
• Theme-based road mapping
  

DEVELOP:

• Ideation
• Wireframes
• Content testing
• Low and high fidelity prototype design
• Iterations
• User journey mapping
• Accessibility testing
• Usability testing
• Stakeholder engagement
• BERT testing

DELIVER: 

• Refine designs
• Usability testing
• Accessibility testing
• Product build
• Content added,
• Product testing
• Design iterations
• Launch
• Continuous improvements

Want to know more?

Send me an email at: 
tom@tommortondesign.com

© Tom Morton 2025