Home Client work Deaf Multicultural Counseling
Healthcare · Counselling · United States
When accessibility is the product, the website cannot be an afterthought.
Deaf Multicultural Counseling is a Deaf and multicultural counselling organisation providing accessible ASL therapy across multiple US states. Their clients are, by definition, people the average website is not built for.
- EngagementRebuild, then rehired twice
- ScopeStructure, mobile, profiles, intake, feedback
- StatusOngoing partnership
- WhereMultiple US states
The situation
The organisation was doing serious, specialised work, and the website was not carrying it. The design was dated, it was hard to use on a phone, and the two things a prospective client actually needs — who are the therapists and how do I start — were buried where nobody could act on them.
For a counselling service, that is not a cosmetic problem. Someone deciding whether to reach out for help will not dig through three levels of navigation to find an intake form.
What we changed
We reviewed the whole site against the organisation’s mission first, then rebuilt around what that review found, rather than starting from a visual refresh.
- Structure and mobile experience rebuilt so the path from landing to enquiry is short and obvious on a phone.
- Therapist profiles brought to the surface — choosing the right counsellor is the decision, so it should not require hunting.
- Booking fields and a client feedback flow added, so intake is a form rather than an email exchange.
- Accessibility-led throughout, which for this client is the baseline expectation, not an enhancement.
What happened next
They came back. First for further improvements, then for analytics, and then for per-state expansion pages as the service grew across more states. This is our longest-running relationship, and it is the clearest evidence for the claim we make on the homepage: the work that matters usually starts after launch.
“He took the time to understand our mission, thoroughly reviewed our website, and enhanced the user experience while preserving our organisation’s voice.”
“There were no surprises — he consistently delivered. I would not have hired the team again if that were not true.”
This project is not linked out to. The reviews above are public on Upwork; the site itself we leave for the client to share.
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