Transforming the digital experience
for Citizens Advice

The project

Citizens Advice provides clear, up-to-date guidance on the issues that matter most—from debt, benefits, and housing to employment, immigration, and consumer rights. With such a wide-ranging service, they needed a website that was not only visually engaging but also simple to manage, ensuring users could easily find the help they need—whenever they need it.

The strategy

We were commissioned to lead a complete redesign of the Citizens Advice North Lancashire digital experience—a project that went far beyond simply refreshing the look and feel. Our goal was to work closely with the in-house team to create a website that not only looks professional and trustworthy, but also clearly communicates the breadth and depth of support the organisation provides.

It was essential that the new site reflect Citizens Advice’s unique purpose: to offer free, confidential, and impartial advice to people facing a wide range of challenges, from housing and debt to employment, immigration, and beyond. At the same time, the site needed to speak directly to the needs of local communities in the region, making it easier for users to understand what help is available, how to access it, and how the organisation works on their behalf.

We set out to design a digital platform that’s as empathetic and accessible as the services Citizens Advice delivers in person—prioritising user experience, clarity of information, and ease of content management for the team.