Family Lives

We worked with Family Lives to bring to life a new vision for their charity website and develop more intuitive contact points for users.

About The Client

About The Client

www.familylives.org.uk

Family Lives was founded by volunteers over four decades ago with the goal of providing a safe haven for all parents before they reached crisis point. They assist families with issues including family breakdown, challenging relationships and behaviour, debt, and emotional and mental wellbeing. We’re helping them bring live a new online presence that will assist in their mission to build better family lives together.

 
DevelopmentDesignWebsiteThird Sector
The Problem

The Problem

Arch was approached by Family Lives to build on their existing digital presence which comprised predominantly of their central website. Due to changes in user preferences styling, the decision had been made to completely overhaul their website, bringing in increased signposting and an updated, user-friendly stylesheet.

The Solution

The Solution

We developed for them an improved sitemap, and complete UI/UX switch over with a focus on accessibility and mobile responsiveness that takes advantage of a modern stylesheet that retains the core branding principles designed by Family Lives. Development on the site was undertaken modularly, ensuring the longevity of the site, combating concerns for tech redundancy and improving user experience. We placed importance on the intelligent use of signposting, taking into account use cases that require urgent contacting of the Family Lives team.

By implementing our own custom CMS, we were able to develop administrative protocols that allowed for updating and management of the site with ease, by a wide array of stakeholders within the Family Lives Team. We also integrated a sophisticated traffic light system via an API that automatically directs users to the chatbot when Family Lives contact phone lines reach a preset capacity threshold. This ensures users are always able to seek assitance in a timeline manner, irrespective of peak operation times.

 

Intelligent content surfacing

Surfacing the correct content for users is a key part of the strategy for replacing the website, and the reason for the funding supplied to Family Lives to create a ‘smart’ digital platform. Owing to the sensitive nature of the content on the platform, it was imperative that the solution we created was able to reliably propose content to a user that was; a) Applicable to their query, and b) Aimed at the correct demographic profile.The standard approach for content surfacing is to promote content that has a similar collection of tags and a high amount of views, however, we identified a smarter approach that utilises user interactions to weight promoted content.We developed an algorithm that enacts on previous anonymous browsing data to promote similar content to the content that the user is already viewing - essentially a secure version of ‘other people who read this, also read’.In practice, it behaves in such a way that:
 
  1. A user views content ‘A’ (blog/report/video).
  2. We use anonymous data to suggest that ~20% of people who viewed content ‘A’ also viewed content ‘B’.
  3. The next suggested content (‘B’) is presented at the bottom of the article/video, in this context you could imagine it being triggered at the end of the video, or it could be static.
  4. The next suggested content (‘C’)  would be suggested based on the viewing journey of previous visitors using an algorithm that records article interaction within a single session. The following rules of usage are taken into account:
    1. If a user spends less than X seconds on a content page, the content was not what they wanted.
    2. If a user has already viewed a piece of content, they do not want to have it suggested to them again.
       
The resulting algorithm ensures content can be suggested on an anonymous basis, while still remaining highly relevant to the users viewing interests.

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