The key reason One Door stayed with Elcom came down to business continuity and the support they offered. If someone new comes on board at One Door and they need assistance, Elcom’s team - the Account Manager, Helpdesk Support and Training Manager - will be there to train them and support them with their needs. The future-proofing aspect was critical in this decision.
Addressing the issue of ‘I find it hard to navigate the system’ was top of mind for One Door throughout the entire process. After consulting with the many services In-house, a list of curated non-jargon terms encapsulating all services was created. Instead of using the term 'individual support' which is vague, clients can select sleep hygiene, developing a care plan or other service that would make sense for them.
One Door worked with an Elcom Project Manager to create a design based off inspiration given to them and ensure it met their branding guidelines. For example, categories, each with a distinct colour, come across when that category is shown on the website.
The redesigned website offers an intuitive and user-friendly design with easy-to-find resources for those seeking mental health support, as well as clinicians and practitioners who want to know what clinical services One Door offers.
The idea behind the website is for everything to be as simple as possible. For example, the website is simplified from a publisher's point of view and the homepage carousel is now controlled by simply marking a page as a ‘Featured Article’. It then instantly appears on the homepage.
One of the standout features is the new taxonomy and search refinements. Both of which are used on the Find a Service page and allow One Door to organise content in a way that mirrors the users' thought process. If someone is looking for what services are offered, they can find it through the main Find a Service page. Users can search with keywords, as well as filter by category, service, location and setting. For example, if someone searches for peer support, then all services that include peer support will appear from the different categories. Categories are colour coded and it is easy to see what services are available for their needs.
One Door are also using taxonomy and dynamic widgets to display the latest news and updates, as well as offer the ability to search for keywords and filter by results.
Elcom has very strong forms and these have incorporated several forms into the website, facilitating more straightforward interaction between One Door and their users. Each services page has its own unique referral form which goes straight into each team's inbox, which in future could connect to the organisation’s Salesforce CRM.