The new platform provided a significantly clearer and more intuitive experience for members, counsellors and the general public. Key user journeys such as membership renewals, course bookings, donations and counsellor searches became easier to locate and complete, reducing friction throughout the website. The improved structure and navigation also reduced complexity for internal staff, making content management more straightforward and ensuring new content could be added in a consistent way as the organisation continued to grow. The project successfully brought together a large volume of content, services and user needs into a single platform that was easier to navigate, manage and maintain. Reflection One of the biggest lessons from this project was that complexity often comes from the way information is organised rather than the amount of information itself. Users rarely think about organisations in the same way internal teams do. They arrive with a specific goal in mind, such as finding a counsellor or booking a course, and want to complete that task as quickly and confidently as possible. The project reinforced the importance of understanding user needs first, then designing journeys and interfaces around those needs rather than organisational structures. It's an approach I've continued to apply throughout my product design work and one that I believe is particularly important for organisations such as Citizens Advice, where users may already be dealing with stressful or complex situations.