Our challenge

There are over 600 Barnardo’s services for children and young people across the UK. Many of these had out-of-date information on our old website. Some had their own websites that were hard to find, and didn’t work very well on phones or tablets. 

Our users – and the professionals who refer them – need to be able to find basic details so they know if a service is relevant, and available in their area.

Our solution

A Barnardo's worker talking to a young person

We've published up-to-date information about our services on our new website, making sure:

  • it’s easy to find and easy to understand
  • our users get the same quality of information about services near them, wherever they are
  • it’s possible to access on any device – laptop, tablet, phone
  • colleagues at Barnardo’s services are able to update their own information

Designing children’s service pages

    To make sure the new service pages are user focused we:

    • audited existing pages and microsites, including analytics checks to see which, if any, documents our users were downloading
    • ran research with Barnardo’s service colleagues and the people using our services 
    • checked commissioner requirements with Barnardo's service teams and Business Development Unit 
    • analysed other charity service content
    • tested proposed journeys and functionality with the people using our services

    Then we published the new service listing pages based on the basic information provided by local service teams. This content is clear, concise and consistent across all our services. There is often less information than on the old pages, but it is a solid base to build on, enabling us to ensure any extra content is based on what users need at the point they are looking for our help.

    Next steps

    We’re investigating:

    • the simplest way for services to manage their listing – creating, editing and archiving
    • training colleagues who work in services to write content in our house style so the content is consistent
    • if the current service categories help users to find what they need
    • how services can simplify existing referral processes
    • how we can test simple online interactions with users
    • where is the best place for services to promote themselves to users
    • which service areas should be our priority