CWA - Web Development & Digital Marketing Company Melbourne

Community Work Australia is the national voice for qualified professionals working in community and human services—supporting the profession through ethics, standards, recognition, and resources.

The organisation needed a modern, member-first website that made complex information easier to understand, improved navigation and journeys for multiple audiences, and created an experience that encourages exploration and membership conversion—while staying accessible and simple to manage internally.

Services

Drupal Website Development , Website Design , Copywriting , Web Development

Website

View the website

The Challenge

Community Work Australia serves multiple audiences with very different intent—from professionals and members, to students, educators, and skilled migrants—yet the previous website experience didn’t guide users to the right next step. A dated design, unclear user flow, and key content that required too much clicking to find, with conversion actions not presented clearly.

Challenges:

Complex Navigation

Visitors couldn’t quickly self-identify where they belonged or how to complete key tasks, making the site feel hard to use and harder to trust.

Lack of resources on the website

Many resources available, but resources on the website was lacking as well as the topics covered by Community Work Australia. No clear location for members and professionals to find relevant resources.

Accessibility and language complexity

The organisation needed a more inclusive experience: accessible design considerations (colour contrast, typography and usability) and content written in clearer, more natural language so users could confidently take the next step.

Lack of understanding

The site had a real lack of user language, and was very technically written. A very clinical in nature content approach meant basic requirements were missing or difficult to understand.

Our Approach

We approached the rebuild as more than a “technical website build”—starting with planning and strategy to re-map journeys, define audience needs, and simplify how users navigate the organisation’s offerings.

User flow and goal setting for each audience group, supported by research and testing methods (including tools like behavioural analytics and surveys).

Natural-language UX to reduce confusion and help users choose the right pathway based on their intent.

A “fresh content” model—shifting the website from static pages to a dynamic hub of updates, resources and sector information that keeps visitors returning.

A CMS experience that’s genuinely easy to manage, using structured blocks and global content to reduce admin friction and support regular updates.

Improve mobile experience and ensure full responsiveness.

Solutions

Web Accessible Brand Guidelines

Developed Accessible Digital Brand Guidelines to compliment New Brand Guidelines

Accessibility Conscious Design Direction

Designed the site to comply with WCAG standards, ensuring inclusivity for users with visual, motor, or cognitive impairments.

Contrast, typography, inclusive design practices meant the redesign work was guided by these principles so the experience is clearer and more usable for a wider range of visitors.

Audience-led information architecture

We restructured the navigation and content hierarchy around what users are trying to do—so visitors can find the right area quickly and progress with fewer clicks. The live website now clearly separates major pathways

Member-first experience + clearer calls to action

Membership is now positioned as a primary action with clear entry points and conversion pathways (e.g., “Become a member” journeys and account creation)

Simplified pathways for complex processes

For high-stakes, process-driven journeys (like skills assessment), the site provides direct entry points and supporting tools—reducing the cognitive load for users who need accurate information fast.

Resource hub built for ongoing value

A core goal was increasing “fresh” content so members and professionals have a reason to return. The live site includes a Resource Library and structured resource categories, supporting that shift from static presence to an active professional hub.

Introduced About Community Work Section

Gave resources for migrants, students, educators and professionals to under what a Community Work Professional does each day

Built to be easy to update

Creating a custom Drupal theme tailored to the new brand strategy.

To support regular updates and content growth, we implemented a content management approach designed around blocks and global elements—removing the “clunky backend” pain point outlined in the proposal and making publishing simpler for internal teams.