I joined the Open Arms project after substantial discovery and service-design work had already been completed. Working within a cross-functional team that included a service designer, content writer and developer, I helped translate the emerging service direction into the website’s information architecture, content structure, visual and interaction design, prototypes and supporting brand materials. The activities below represent my contribution to the broader project rather than the project’s complete end-to-end process.

Card Sorting

I conducted card-sorting sessions with veterans and family members to understand how they grouped information and expected to navigate the Open Arms website. The findings helped clarify content categories, navigation labels and relationships between key services, building on the service-design work already completed.

Information Architecture and Content Structure

Using the card-sorting findings and existing service insights, I helped develop the website’s information architecture and navigation structure. I worked with the content writer to organise, proofread and structure more than 20,000 words of content, refining page hierarchy and presentation so information was easier to scan, understand and access.

Wireframing

I developed wireframes to establish page layouts, content hierarchy, navigation behaviour and the placement of important support and contact information. These wireframes provided a shared structural foundation for collaboration with the service designer, content writer and developer before more detailed visual design was applied.

Visual Style and Style Guide Development

I extended the existing visual direction by expanding the colour palette using colour theory principles, adding to the typography guidance and defining more detailed standards for photography and visual presentation. These additions helped create a more consistent and recognisable experience across the website and supporting communication materials.

Photography and Asset Design

I reviewed, sorted and selected existing and new photography to ensure the imagery reflected the content, represented the Open Arms audience appropriately and supported the intended emotional tone of the service.

I also applied the visual style across a broader suite of branded materials, including:

• T-shirts

• Business cards

• PowerPoint templates

• Letterheads

• Postcards

• Email signatures

• Brochures

• Posters

• Pull-up banners

• Fridge magnets

Prototyping

I applied the information architecture, content structure, visual style and selected photography to website prototypes. The prototypes demonstrated how the proposed experience would work across key pages and user pathways and provided the team with a shared reference for reviewing content, interactions and implementation requirements.

Usability Testing and Design Iteration

I conducted usability testing with veterans and family members to assess whether users could understand the navigation, locate relevant services, find contact information and access support. Based on the findings, I refined the design, including the positioning of phone numbers and contact details and the pathways users followed when seeking help.

I also reviewed heading hierarchy, typography and content presentation to support accessibility and improve the experience for people with different needs. These findings were incorporated into subsequent design iterations and implementation guidance.

Developer Handoff and Design Guidance

I worked closely with the developer to communicate the intended layouts, interaction behaviour, visual styling and accessibility considerations. I supplied design assets and guidance throughout implementation, helping maintain consistency between the prototypes, style guide and delivered website while responding to technical constraints and development feedback.