Empowering Users with Better Access to Resources
Overview
The Child Care Providers United (CCPU) was grappling with a significant issue on their website: members from various regions struggled to find crucial, location-specific information such as contact details for local offices or union representatives. This difficulty in navigating the site resulted in an overwhelming number of calls to the main office, disrupting operations and preventing members from accessing vital resources quickly and efficiently. The site’s outdated design and ineffective information architecture only added to the frustration, hindering the union’s mission to provide a seamless, user-friendly digital experience for both current and future members.
Child Care Providers United
Client
Lead UX/UI Designer
Role
July 2025-October 2025
Timeline
Problem
The Child Care Providers United (CCPU) website was no longer meeting the needs of its users or supporting the organization’s mission. Members across different regions faced consistent challenges when trying to access essential resources, resulting in operational inefficiencies and user frustration. Key issues included:
Key Problems Identified
Lack of Accessible Information: Users struggle to find location-specific details such as local offices and union representative contacts.
High Call Volume: The main office receives an overwhelming number of inquiries due to the website’s poor navigation, slowing down operations.
Outdated Design: The website’s outdated layout and user interface create a frustrating experience for members.
Poor Information Architecture: Essential resources are difficult to locate, preventing users from accessing the support they need.
Union’s Goal Misalignment: The current website fails to provide a user-friendly digital space that supports both current and future members.
Need for Redesign: A new website structure is required to improve navigation, enhance search functionality, and deliver a seamless user experience.
The Approach
To design a solution that truly met user needs, we set out to understand not just the interface, but the full context of the operators’ work—including their workflows, pain points, and the unique conditions of the control room environment.
Discovery & Research Workshops
Understanding User Personas
To ensure the redesigned CCPU website effectively serves its users, we conducted a collaborative workshop to identify key user personas and their specific needs. By understanding the different types of users—such as child care providers, union representatives, and prospective members—we were able to define their pain points and prioritize the most essential information, ensuring the site structure aligned with their expectations.
Defining the Look and Feel
During the workshop, we also analyzed competitor websites, walking through what participants liked and disliked about various designs. This hands-on approach helped us refine the visual direction of the new website, ensuring it aligned with user expectations while improving overall accessibility and usability. The insights gathered directly shaped the website’s structure, navigation, and design, creating a more intuitive and engaging experience.
Design Solutions
Information Architecture
Using the key takeaways from the workshop, we developed a streamlined information architecture tailored to different user needs. By implementing clear navigation pathways and intuitive content organization, users are efficiently directed to their appropriate pages—whether they are searching for local office details, union representative contacts, or key resources. This hyperfocused approach minimizes information overload, reduces unnecessary interactions, and ensures that each visitor receives the most relevant and accessible information, ultimately improving engagement and operational efficiency.
Wireframes
The low-fidelity wireframing process played a crucial role in structuring the redesigned CCPU website. By focusing on layout, user flow, and information hierarchy, I was able to quickly test and refine navigation pathways before moving into high-fidelity designs. These wireframes served as a blueprint for streamlining content, ensuring that different user groups could efficiently reach their designated pages. Prioritizing clarity and usability early in the process allowed for iterative improvements, aligning the website’s structure with user needs while maintaining a seamless and accessible experience.
Hi-Fidelity Prototype
Building on the foundation set by the low-fidelity wireframes, we transitioned into high-fidelity prototypes by refining the visual design and incorporating elements that evoke empowerment, excitement, and inspiration. We introduced a bold, bright color palette to energize the user experience and create a sense of movement and advocacy.
To reinforce the grassroots nature of the organization, we integrated authentic photography from the field, capturing real moments from CCPU’s events and community efforts. Additionally, we incorporated hand-drawn elements, reflecting the handwritten signs used during rallies and gatherings, adding a personal and human touch to the design. This combination of vibrant visuals and organic elements ensures that the website not only informs but also emotionally connects with its users, reinforcing CCPU’s mission and community-driven spirit.
Impact & Results
The redesigned CCPU website has had a significant impact on the organization’s operations, resulting in a noticeable drop in call volume to the main office as members can now easily access the information they need online. The new website has empowered all organization members to confidently direct users to the site, knowing it offers a streamlined and intuitive experience. Teams are highly satisfied with the outcome, and the website has received high praise for its design and user experience, particularly for its improved accessibility and ease of navigation. The site is now an essential resource for the union, contributing to smoother operations and greater member satisfaction.