The challenge was in the duality of the audience: lawyers, who are highly knowledgeable professionals seeking specific, often compliance-related information; and consumers, many of whom may have never dealt with legal services before and arrive at the site in a state of confusion or stress. Designing for both audiences required constant context-switching and a deep level of empathy for the vastly different motivations, knowledge levels, and emotional states driving each group’s experience.

I worked with existing research and data to distil insights into user needs, behaviours, and pain points—both from a content and functionality perspective. This informed a series of low-fidelity prototypes that aimed to demonstrate how the site could adapt to different user contexts without compromising clarity, accessibility, or trust. The prototypes were supported by a set of UX recommendations and a roadmap that could guide future design and development work.

This project highlighted the importance of language, hierarchy, and pathways in regulatory service design—especially when catering to diverse audiences with overlapping but distinct needs. It was a rewarding opportunity to contribute to a public-facing site that plays such a critical role in supporting both the legal profession and the wider community.