Designing a Recovery Platform That Reduces Friction in Critical Moments
Transforming a fragmented experience into a clear, accessible platform, increasing engagement by 34% and improving access to key resources.
Measurable business impact
I led the redesign of Never Alone Recovery’s website to improve usability, accessibility, and engagement for individuals seeking support. By simplifying navigation and restructuring content, I created a more intuitive experience that made it easier for users to find resources and take action.
Engagement
Increased visit duration by 34% by improving clarity and navigation.
Traffic
Increased site views by 10% through better content discoverability.
Bounce Rate
Reduced bounce rate by 5% by aligning user expectations with clearer pathways.
Conversions (Calls)
Increased inbound calls to the organization by 15% by making contact pathways more visible and accessible throughout the experience.
Client
Never Alone Recovery
Industry
Healthcare/Nonprofit/Recovery Support
Role
Product Designer
Secondary Role
UX Research & Information Architecture
Timeline
3 Weeks
Location
Remote
From fragmented experience to guided journey
The original experience lacked clear structure, making it difficult for users to find programs, events, and support resources.
Usability testing revealed that users experienced 37% slower task completion when searching for resources, while 28% missed key registration links entirely due to scattered layout and unclear hierarchy.
Understanding user needs in high-emotion contexts
Users navigating the platform were often already in vulnerable or high-stress situations. Research showed that confusion and friction in the experience amplified feelings of frustration and uncertainty.
Many users reported feeling overwhelmed by the amount of information and unclear navigation, making it difficult to confidently take the next step—especially when trying to reach out for help.
Restructuring for clarity and accessibility
Rather than adding more features, I focused on simplifying the experience.
I restructured the homepage to highlight key resources, improved navigation to make pathways more intuitive, and ensured that important actions, such as event registration and contacting the organization, were clearly visible and easy to complete.
This included prioritizing call-based contact points, recognizing that many users preferred immediate human support over digital forms.
Designing for usability and emotional clarity
This project required balancing functional usability with emotional sensitivity.
Design decisions prioritized:
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Clear navigation and hierarchy
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Accessible, easy-to-scan content
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Prominent, easy-to-access contact options
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A supportive and approachable tone
The goal was to reduce cognitive load while making it easier for users to take meaningful action: especially reaching out for help when they needed it most.
The outcome
The redesigned platform created a more accessible and supportive experience, allowing users to find resources faster, engage more easily, and connect directly with the organization.
The increase in inbound calls demonstrated that simplifying the experience didn’t just improve usability—it helped more people take action and access support when it mattered most.