Pet owners in urgent situations couldn't find help fast enough The RSPCA is Australia's leading animal welfare charity. But its Knowledge Base had drifted into something closer to a static archive than a living resource — an "encyclopedia" pet owners had to dig through rather than a tool that actually helped them in the moment.

When someone loses a loved one, the last thing they need is a confusing process. When dealing with loss, users often struggle to find clear guidance and emotional reassurance in digital services. The question driving this project: how might we design a digital experience that delivers genuine empathy while still providing clear, practical support throughout a highly sensitive service journey?

Good causes lose donors at the first click. Food Education Australia's website struggled to clearly communicate its mission, impact, and value — and that struggle was showing up directly in low engagement and donation conversion. Users couldn't quickly grasp the organization's purpose, found key information hard to navigate, and rarely felt emotionally connected enough to act.