Our top goal for the project was to help texters find and access help as quickly and comfortably as possible. We sought to design and create a user experience that is supportive, friendly, welcoming, and empathetic. With 75% of Crisis Text Line’s texters being under the age of 25, and between 70-80% of users accessing the site by phone, the new site was designed to appeal to a younger audience while still being inclusive of all.
Unlike the old site, the new website gives visitors multiple ways to get into contact with a Crisis Counselor, whether by clicking to open their SMS tool, Facebook Messenger, or by picking up their phone and texting the short-code. We set up Google Tag Manager to be able to track and evaluate which calls to action are most effective and to help the Crisis Text Line team optimize moving forward.
Since launch, we’ve seen real results:
• An additional 150 messages a day to the HOME keyword.
• A doubling of messages through Facebook
• More than 60% of the time, the site loads in less than one second.
• #1 search result on Google since launch.