Who it’s for
Organisations where the website is the front door.
I work with a small number of community legal centres, charities, mental health services and arts organisations across Australia. Different sectors, same underlying problem: when the site goes quiet, somebody who needed it doesn’t get help.
What these four have in common
None of these organisations treat their website as a marketing asset. It is the front door, and the cost of it failing is measured in people who needed help and could not find it, or found something that did not work.
That changes the order of the work. Accessibility, uptime, plain language and search visibility come before conversion rates and brand refreshes. It also means the person making the decision is usually accountable to a board or a funder, and needs to be able to explain the decision six months later, in writing, to someone who was not in the room.
I work with a small number of organisations at a time. It is the only honest way to do this kind of work, and it is why the list below is short.
Community legal centres
Someone finds you at the worst point of a bad month. They are on a borrowed phone, on a slow connection, with about ninety seconds of patience left. What they meet is your intake page.
I work on the parts that decide whether that goes well: page structure a distressed reader can follow first time, forms that actually submit, and search visibility for the specific problems people arrive with rather than the language the sector uses internally. Nobody in trouble searches for "civil law services".
There is the reporting side too. Funders ask what your digital presence achieved, and the honest answer is usually spread across four tools that disagree with each other.
Websites for community legal centres The Digital Capacity Diagnosis
What usually needs attention
- Intake forms that fail quietly and never tell anyone
- Search terms clients actually use, not sector language
- WCAG 2.1 AA on the pages that carry the most weight
- Evidence a funder will accept without a follow-up call
Charities and nonprofits
A Google Ad Grant is up to $150,000 a year of free search advertising, and it is withdrawn quietly from organisations that drift out of policy compliance. Most find out weeks later, usually when someone notices the enquiries stopped.
Alongside that: donation journeys that lose people between intent and confirmation, and a board that needs a digital risk position it can sign off without a translator in the room.
This is the largest group I work with, and the one where small structural fixes tend to pay back fastest. Often the site does not need rebuilding. It needs the three things that are quietly broken to stop being broken.
What usually needs attention
- Ad Grant eligibility, and the monthly hygiene that keeps it
- Donation flows that leak somewhere between the button and the receipt
- Board-ready reporting in one page, in plain English
- Accessibility that survives a volunteer editing a page on a Friday
Mental health services
Crisis information cannot sit behind a slow page, a broken link, or a cookie banner somebody has to dismiss twice.
Trauma-informed page structure, a quiet exit that genuinely works rather than one that technically exists, and uptime you can rely on at two in the morning. None of this is technically difficult. It just has to be true at 2am as well as on launch day, which is a different discipline.
What usually needs attention
- A quick exit that works on a keyboard and on a phone
- Monitoring you do not have to remember to check
- Plain language at a reading level that holds under stress
- No dark patterns anywhere near a crisis page
Arts and culture
Season launch traffic arrives in a two-hour window. A site that handles a normal Tuesday does not always handle that, and the failure is public.
Ticketing journeys that do not lose people between the programme page and the checkout, image-heavy pages that still load on a regional connection, and funding-body reporting that is not a fortnight of guesswork at every acquittal.
Websites for arts and culture organisations Search visibility
What usually needs attention
- Launch-day load behaviour, tested before launch day
- The handoff to the ticketing platform, where most drop-off hides
- Image weight, without giving up the quality the work deserves
- Acquittal reporting that takes an afternoon, not a fortnight
Not on this list?
That is not a no. The common thread is consequence, not sector. If your website going quiet for a week would cost somebody something real, the conversation is probably worth having.
If it turns out I am not the right person, I will say so, and point you at whoever is.
Two ways in. Neither of them is a contract.
A twenty-minute conversation
No preparation, no documents, no slides. Tell me what’s worrying you.
- You talk, I listen and ask a few questions
- Straight answer on whether I can help
- If I can't, I'll say who might
Or reply to an email if that’s easier.
The Digital Capacity Diagnosis
A board-ready assessment of where your digital foundations stand, and what to do first.
What you get
- A written report on security, accessibility, performance, visibility and governance
- A prioritised roadmap: now, next, later — with rough costs
- A 30-minute walkthrough, with your board papers in mind
Most organisations start with the free conversation.