Action for Children is a charity dedicated to supporting vulnerable children, young people, and their families. Through their Parent Talk platform, they give parents and carers somewhere to turn for guidance, resources, and support when they need it most.
We recently teamed up with the Action for Children team for a complimentary UX audit and together we explored some of the goals and challenges families face when using the service, and identified recommendations to improve particular user journeys.
Our UX audits are always user-centred and emotionally driven. With Parent Talk, we knew emotions had to be front and centre. To better understand how families might interact with the platform, we created a proto-persona - a lightweight user profile that helped us walk through one potential user journey and explore opportunities to improve the experience - and took a holistic view of the platform.
Content accessibility and presentation - We examined how information is structured and presented, looking at opportunities to help parents and carers quickly identify relevant content and navigate through the platform's extensive advice library with confidence.
Support pathways - We reviewed the various touchpoints where families can access help, exploring how to make it clearer which support options might be most appropriate for different situations, whilst maintaining the human connection that makes Parent Talk's service so valuable.
Navigation and discoverability - We looked at how families find their way through the platform, identifying opportunities to speed up the journey from question to answer, particularly in stressful or time-sensitive moments.
Through this collaborative audit, we were able to provide the Action for Children team with actionable insights and tailored recommendations on enhancing the digital experience for the families they support. With a rich content library and accessible support channels already in place, we identified ways to optimise the user experience so families can get the guidance they need whilst keeping the human touch of support available when they need it most. These recommendations are now being considered as part of Action for Children's ongoing development and user research.
“We were delighted to have the opportunity to work with ASquared on this project. Following the audit, we’ve been able to identify and action some immediate improvements to the Parent Talk journey. We’ll also be taking some of the recommendations and exploring them in our planned user testing. As an agency, ASquared were great to work with. They’re collaborative and insightful and we appreciated their outside perspective on our service.” Nikki Jones – Senior Content Designer at Action for Children
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Disclaimer: This UX audit research was based on evaluations and reflects findings and recommendations at the time of review.
We absolutely loved working with Action for Children and want to say a big thank you to their team for trusting us to do this work and for being so receptive to our feedback and suggestions.
If you're a registered charity and are interested in a complimentary UX review of your digital product, please get in touch.
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