Research We kicked things off with a full CX audit across every touchpoint. From the directory platform, to how people landed there from social media or outreach campaigns, we looked at: What actions users were taking (and not taking) Where confusion or bounce rates were highest How aligned the experience was with the urgency of their mission We also studied what funders and policy-aligned partners needed to see in order to support solutions outside of law enforcement. Innovate Once we understood the friction points, we worked side-by-side with their team to: Streamline access to the Right Response Directory Integrate lightweight analytics tools that tracked impact without breaching community trust Build automations that turned passive interest into meaningful engagement and follow-up We also designed clear pathways for stakeholders—whether they were a mother in crisis, a policy influencer, or a potential funder—to understand where they fit in. Strategize With insights in hand, we mapped out a digital CX strategy rooted in accessibility, scalability, and storytelling. This included: Creating content flows and CTAs that converted interest into action Developing data storytelling frameworks to be used in grant applications and partner decks Mapping how people moved from social media to site visit to resource usage—and where they dropped off We transformed their backend into a conversion-ready CX machine that still held space for the emotional weight of their mission. Evolve Now, 18 months in, the results are showing: New funding opportunities have opened up thanks to better data visualization and storytelling Partnerships with other community orgs and aligned institutions have grown Internally, the team is more aligned, less reactive, and better equipped to speak about their work—not just emotionally, but evidentially