Our approach to this project consisted of a detailed discovery phase, uncovering various audience and stakeholder perspectives to ensure solutions could be implemented systemically, and not at surface-level. Research included:

• 2 Workshops (senior leaders and staff)

• 5 Expert interviews (workshop follow-up)

• 6 Interviews with primary audiences.

• 40 Survey responses to secondary audiences

• 16 Participants across 2 focus groups

• 200 Benchmarking survey responses

• Platform walkthroughs

These combined insights created a clear evidence base to guide the redesign and ensure it meets both organisational and audience needs.

• Service Blueprint: Visualised journeys for the 4 key audiences, highlighting challenges and opportunities, which I developed into an interactive prototype for stakeholders.

• Personas: Brought audiences to life by creating audience profiles summarising goals, needs, challenges, platforms used, and real quotes.

• Digital ecosystem map: Venn diagram to visualis the systems used across audiences to show the scale of the digital landscape.

• CMS review: Deep understanding of how the CMS is used, it’s strengths, weaknesses and how staff are trained on it. This established a baseline for technical review by the CTO for a technical a recommendation.

We delivered clear, actionable recommendations to guide the University’s digital transformation, including platform options, adoption tools, and a roadmap for a sustainable, user-focused website.

Visual explorations through mood boards, mock-ups, and best practice reviews inspired new directions, while an Internal Adoption Toolkit outlined methods and process changes to streamline workflows and governance.

An Innovation Timeline mapped opportunities to integrate emerging technologies, ensuring the site remains future-ready and supports ongoing transformation.