The Power of a Customer-First Website Redesign

Challenge

Family Services has been a trusted resource in Northeast Wisconsin for over 120 years, serving more than 30,000 individuals annually through mental health, crisis, advocacy, and prevention programs. When they approached Envano for a website redesign, it was clear the site needed to reflect the same compassion and clarity they offer in person.

Our discovery process revealed a critical flaw: the website treated every visitor alike despite drastically different emotional states and needs. Visitors in urgent distress struggled to quickly access immediate help, while other users calmly researched support services and felt overwhelmed by unclear navigation.

Solution

Envano took a customer-first approach to the redesign , reimagining the website around the two distinct customer experiences.

For visitors in crisis, the redesigned site offers immediate assistance through prominently displayed emergency contact information. With a clear county selection process, users can swiftly access local support, ensuring they are connected to help when it matters the most.

For visitors seeking information, the site now offers a modern design and an intuitive journey to explore available services by location and specific needs. The structured navigation reduces overwhelm, providing clarity and reassurance to those seeking help.

Result

The website redesign went far beyond aesthetic improvements, resulting in a lasting impact for Family Services customers.

Empathy in Action: The new site meets visitors exactly where they are, providing urgent support or clear guidance based on immediate needs.

Long-Term Value: Seven years after its launch, the website remains relevant and effective and has only needed minimal adjustments as we continue to optimize it for the community.

Organizational Unity: Envano’s customer-centric approach created internal alignment and provided clarity for Family Services. The website continues to serve Family Services customers, specific to their individual needs.

Final Thoughts

At Envano, we believe that effective digital experiences start with the customer in mind. You have to step into the shoes of the people behind the screens. By putting ourselves in the shoes of Family Services’ diverse users, we didn’t just create a website. We built an enduring digital experience that authentically supports and reflects Family Services’ core mission. Is your current website failing to meet the needs of all your customers? Envano can help you create a solution through a customer-first website redesign!

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