Expertise
- User Experience Design
Client:
Advice NI
Industry
Empowering Northern Ireland: advice NI's digital transformation journey
Advice NI, a leading charity in Northern Ireland, revolutionised its digital presence with Logic+Magic. Facing complex user journeys and diluted messaging, Advice NI sought to streamline its website to serve member organisations and the general public effectively. By addressing dual messaging challenges, integrating content, and enhancing accessibility, Advice NI aimed to reduce call volumes, empower users to self-serve, and foster digital empowerment. Explore how we helped our client and how this transformation not only streamlined processes but also enhanced brand sentiment and accessibility to vital services in the digital age.
The strategy
Focusing on simplifying their digital ecosystem. We identified key challenges: dual messaging, dispersed content, and low digital literacy among users. Our plan centred on revamping information architecture, integrating content, and fostering digital empowerment. By aligning messaging and enhancing accessibility, we aimed to reduce helpline calls, shrink the two-year help-seeking gap, and boost brand sentiment amidst COVID-19 challenges.
The solution
Logic+Magic's transformational efforts had a profound impact on Advice NI's operations and outreach. By streamlining their digital presence, Advice NI witnessed a significant reduction in helpline calls and a marked improvement in user engagement. The simplified navigation and messaging not only empowered users to self-serve but also bridged the digital literacy gap among diverse user groups. This resulted in a quicker help-seeking process, with users accessing vital information sooner, thus enhancing their overall experience. Moreover, amidst the challenges posed by the COVID-19 pandemic, Advice NI emerged as a digital frontrunner, effectively adapting to remote operations and overcoming language barriers for wider accessibility. Ultimately, the digital transformation not only bolstered Advice NI's brand sentiment but also reinforced its commitment to serving the Northern Ireland community effectively in the digital age.
The impact
Logic+Magic's transformational efforts had a profound impact on Advice NI's operations and outreach. By streamlining their digital presence, Advice NI witnessed a significant reduction in helpline calls and a marked improvement in user engagement. The simplified navigation and messaging not only empowered users to self-serve but also bridged the digital literacy gap among diverse user groups. This resulted in a quicker help-seeking process, with users accessing vital information sooner, thus enhancing their overall experience. Moreover, amidst the challenges posed by the COVID-19 pandemic, Advice NI emerged as a digital frontrunner, effectively adapting to remote operations and overcoming language barriers for wider accessibility. Ultimately, the digital transformation not only bolstered Advice NI's brand sentiment but also reinforced its commitment to serving the Northern Ireland community effectively in the digital age.
