Veterans Aid was established in 1932 as a direct response to the homelessness caused by poverty and unemployment among the ex-service community in London. The charity's core business is still to help those homeless individuals among the ex-military community; however its reach and impact is no longer simply London, but is now felt nationally and worldwide. It's aim is no longer to just 'address homelessness and its consequence' but, through timely intervention to prevent it and prevent it recurring. Now, many, many decades since it's inception, Veterans Aid still delivers against that pledge every single day.
Working closely with the dedicated team at Veterans Aid, we identified that the website had two core roles. In terms of the people using the site, there were two main audiences: those looking to find out more and perhaps donate or volunteer to assist with Veterans Aid's work. The first group is likely to have easy access to the internet and both the time and interest to learn more, and make a considered enquiry or approach.
However the clear, immediate audience that the site needs to serve is the ex-servicemen and servicewomen who are in crisis now. Their immediate needs are clearly very different. To this end, the new website had to to ensure some key priorities:
1. Finding help was as clear as possible, easily accessible from the homepage, and certainly not buried within the site.
2. How to access this help, and what help they would receive, also needed to be as clear as possible. There were three main ways to access help (phone, email and via the drop-in centre). With responsive mobile design, phone contact numbers are pre-programmed, with maps and simple enquiry forms (for the overseas individuals allowing for time-zone differences).
3. To clearly outline what immediate help was available (clothing and shelter) which is vitally important to those in crisis, who might be scared and confused. Tee longer-term preventative measures available, covered legal assistance, potential retraining grants, accommodation arrangements and medical assistance for potential addictions and general illness.
