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
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.
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.
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
- A user views content ‘A’ (blog/report/video).
- We use anonymous data to suggest that ~20% of people who viewed content ‘A’ also viewed content ‘B’.
- 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.
- 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:
- If a user spends less than X seconds on a content page, the content was not what they wanted.
- If a user has already viewed a piece of content, they do not want to have it suggested to them again.
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