In the original design, ProAction offered a wide range of features spread across eight different pages. On paper, it looked comprehensive. But in testing, users spent nearly ten minutes clicking through the site only to ask the same question at the end: “So… what does ProAction actually offer?” We realized the issue wasn’t the content itself, but the way it was arranged. The structure reflected the organisation’s perspective—not the user’s experience. Instead of guiding people, the interface was asking them to assemble the picture on their own. So we reframed our direction. Rather than categorizing information by internal programs and departments, we organized it around what the user needs to feel at each moment: overwhelmed, curious, hesitant, ready, or not ready yet. Information architecture became our intervention. And the lesson was simple: Good service isn’t about showing everything. It’s about drawing attention to what matters most: a simple, easy, accessible path to support when someone needs it.