Case Study – Liturgy Ritual Prayer

Contents

1. Onboarding and learning
   1. General onboarding
   2. Member surveys
   3. Data analysis
   4. Summary
2. Strategy
   1. Sitemap

Stage 1 — Onboarding and learning

To start the project, our focus is on learning. We want to understand the business in depth from the perspectives of staff, members and the data — uncovering its strengths, weaknesses, challenges and opportunities. We don’t want to bring cookie-cutter solutions. We want real solutions to real problems.

1.1 — General onboarding and review

We started with a workshop, giving staff space to share their insider perspective on how the business operates, their challenges and their opportunities. They brought deep knowledge that only comes from working within the business such as:

• they believed the members would benefit from a better search functionality
• they identified workflow issues that caused unnecessary expense and effort
• they shared their strategy for how they marketed their business
• and much more

Alongside this, we brought our fresh eyes and 15+ years of digital experience to identify opportunities that may be harder to see from inside the business, including:

• Improving navigation throughout the website
• Reducing confusion around products and services
• Automating tasks and eliminating double-handling
• Addressing technical and scalability limitations
• and much more

By combining the client’s insider knowledge with our external expertise, we built a much more complete picture of where the opportunities lay.

1.2 — Member surveys and feedback

Next, we wanted to hear directly from the members. We created a survey that gathered both quantitative and qualitative feedback about how they actually use Liturgy Ritual Prayer and their experience with the platform.

The findings gave us many valuable insights, such as:

• Members were very happy with LRP and its resources, but the website experience was clearly an area for improvement.
• The survey confirmed members had confusion around how some products were labeled and positioned — something we suspected and flagged during our initial review.
• We learned that most members adapt and edit LRP resources before using them, rather than using them verbatim.

These insights gave us a much clearer understanding of what members actually needed and where we could make their experience better.

1.3 — Letting the data speak

We didn’t want to rely solely on what the client and members told us. Wherever possible, we wanted to see whether their experiences were reflected in the data — and uncover insights they may not have been aware of themselves.

We analyzed how members were using the website, looking across more than 13,000 pages and resources to understand what was being used, what wasn’t, and how people moved through the platform.

The data confirmed many of the things we’d already heard, while revealing some new opportunities. For example we identified:

• Pages and resources receiving little use, helping us understand what could be deprioritized.
• Valuable resources that were being underutilized, pointing to potential problems with how members were finding and accessing them.

This helped us separate assumptions from evidence and make future decisions based on how the platform was actually being used.

1.4 — Bringing it all together

By the end of the onboarding and learning phase, we’d looked at Liturgy Ritual Prayer from three different perspectives:

• The staff — bringing deep insider knowledge of the business.
• The members — sharing their real experiences, needs and frustrations.
• The data — showing us what was actually happening across the platform.

We combined these perspectives with our own 15+ years of digital experience to build a strong foundation of knowledge that would guide the rest of the project.

Stage 2 — Strategy

In this stage, we are collaborating with the client to do the thinking and strategy behind the future website works. This is where we come up with the plan before executing it.

2.1 — Sitemap and menus

In this phase, we examined the site’s structure page by page, mapping what existed and how people moved through it.

We found a large and growing site with these issues:

• Menu paths – The menus displayed 2 pathways to get to the same content: (1) Liturgy calendar and (2) the liturgy categories (Primary, Secondary, Community, Staff). This created confusion, causing members to think that each pathway lead to a unique resource whereas the reality was they both lead to the same place
• Unclear labelling – The menu labels were ambiguous and therefore created unnecessary confusion. For example, “Free posts” and “Primary” don’t tell us what they contain.
• Unnecessary pages – There were pages that provided little value and weren’t being used.

We corrected these problems by:

• Simplifying names – E.g. “Teaching like Jesus (parables library)” becomes “Parables”
• Consolidating duplicate pathways
• Restructured navigation so each destination had a clear and obvious place
• Removing unnecessary pages

Re-thinking the homepage

Another notable strategic change we made was rethinking the homepage itself. Instead of a conventional marketing style homepage, where the homepage simply communicated the services and you needed to log in to access the resources, we decided to consolidate the homepage and dashboard into a single dashboard.

For members, this meant providing them a best user experience because they could have faster access to resources without a barrier being in the way.

And for non-members, this supported sales goals but showcasing the resources upfront so they could see what they are missing out on.

Future proofing

Finally, to reduce clutter and create room for future growth, we separated the platform into two focused areas: a content hub for written resources such as liturgies, prayers, and downloadable documents, And a media hub for songs, audio, images, and social media resources. The result was a simpler, more intuitive structure that made the extensive library easier to explore while creating space for the platform to grow.

Updated sitemap

With all the changes and improvements made, you can see the updated Sitemap here.