Making it easier to ask for help
After a spinal cord injury, a web form is a cold place to start. So we designed something warmer for Back Up Trust. People choose the support they want, then start a conversation with someone who understands.
The brief
A spinal cord injury can change almost every part of someone’s life. Back Up wanted to make it easier for people to speak with somebody who genuinely understands that adjustment, including people who may not yet be ready to engage with a larger programme of support.
The service needed to feel immediate and human while handling personal context carefully. It had to help people identify a broadly relevant Connector, explain what they wanted to discuss and understand the service’s boundaries before a conversation was arranged.
What we did
The homepage reduces the proposition to one clear promise: chat with someone who “gets it”. A single primary action gives the service a calm, purposeful entry point and avoids distracting people with the wider charity website at a potentially difficult moment.
The result
Back Up Connect turns a sensitive and potentially complicated matching process into a sequence people can understand. Visitors know what the service offers, can choose the experience and topics that matter to them, and can enter the conversation with clearer expectations.
For Back Up, it provides a dedicated digital route into peer support without asking the main charity website to carry the operational journey.
Next step
Want yours on this page?
Tell us what you are trying to do. The first call is 20 minutes and there is no pitch.
or email [EMAIL]
