Discovery & Research

The project began with a careful audit of the existing website and early design concepts. While the visuals were warm and inviting, user recordings and analytics made it clear that essential information, like how to book a tour or apply, was often hidden behind too many clicks. We also identified inconsistencies in the way each facility’s details were presented, which created confusion and extra calls to staff.

In parallel, we reviewed competitor sites and gathered direct feedback from families who had recently chosen a facility. This helped us understand how stressful the process could feel and where simple adjustments—like clarifying services or streamlining navigation—could make a meaningful difference. These insights shaped every decision, from layout structure to the tone of calls to action.