Hear and Say

Accessible Digital Rebrand for Leading Not-For-Profit

A complete website rebrand and UX overhaul for a prominent Queensland not-for-profit, designed to simplify navigation, boost online engagement, and ensure seamless accessibility for a diverse, older demographic.

About Hear and Say

Transforming Lives in Queensland for Over 30 Years

Hear and Say is a leading Queensland not-for-profit (NFP) organisation dedicated to supporting individuals with hearing loss and speech challenges. They provide life-changing clinical care, education and guidance that empowers people of all ages to hear, speak and live life to the fullest.

Collaborating with Hear and Say on this project has been an exciting and fulfilling journey. We have achieved great results together and we’re eager to build on this momentum moving forward. If you’d like to achieve similar results, get in touch with our team today.

The Challenge

Simplifying a Complex Digital Experience

As a highly respected NFP, Hear and Say had accumulated a massive amount of valuable content over the years, leading to a complex sitemap that was difficult for users to navigate. With a target demographic that heavily relies on clear, accessible information, the existing user experience was causing frustration and limiting online engagement.

The organisation needed a comprehensive digital overhaul that not only modernised their look but strictly adhered to web accessibility (WCAG) standards. Additionally, they required a scalable digital platform capable of handling future online growth while reliably tracking user behaviour to optimise their vital search engine marketing and donation campaigns.

The Solution

Accessible Web Design for Not-For-Profit

Our team initiated the project with a deep-dive discovery phase, running stakeholder workshops to create custom user personas and completely restructure the website’s information architecture. We designed custom user interface wireframes, incorporating bespoke icon graphics to visually guide visitors through core services like Hearing, Speech, and Donations.

Built on the flexible WordPress CMS, we developed over 50 custom page layouts tailored for responsiveness and ease of use. To directly serve their diverse audience, we implemented the UserWay accessibility widget to guarantee WCAG compliance across the board. Finally, we integrated a comprehensive Google Tag Manager and Google Analytics 4 reporting system to provide Hear and Say’s team with clear data on donation tracking, appointment bookings, and overall user behaviour.

The Results

Greater Impact and Enhanced Engagement

The newly launched Hear and Say website delivers a vibrant, user-centric experience that deeply resonates with their community and donors. By simplifying the sitemap and improving site speed by a massive 132% according to Google’s PageSpeed Insights, visitors can now effortlessly navigate to vital support services or find meaningful ways to get involved and donate.

The focus on an accessible, intuitive design immediately paid off, resulting in a 14.7% reduction in bounce rate and a 24.5% increase in engaged users. Equipped with advanced data tracking and a highly scalable WordPress foundation, this beloved Queensland NFP is perfectly positioned to expand its digital footprint and continue changing lives.

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