Transforming the Customer Experience
CMSC’s digital presence lacked clarity and impact. I led a strategic UX overhaul, rewrote mission/values, defined key audiences, audited UX, and aligned design with their vision to provide clearer messaging, stronger engagement, and executive buy-in on a unified strategy.
The Challenge
The Center for Mindful Self-Compassion (CMSC) is a non-profit dedicated to teaching self-compassion. However, their website and digital experience failed to reflect their mission, causing confusion for visitors and missed engagement opportunities.
To support their growth and outreach, CMSC needed a clear, user-friendly presence that aligned with their values and effectively served their audience.
My Role & Approach
As a Product Consultant, I guided CMSC through a strategic process to clarify their vision and translate it into a more effective customer experience. I did this by:
Rewriting & simplifying their mission, vision, and values for clarity.
Defining key audiences and their needs.
Auditing the website’s structure for usability improvements and vision alignment.
Analyzing user behavior to identify engagement patterns and marketing strategy.
Providing design direction that aligned with CMSC’s mission.
Introducing executives to UCD with a focus on research.
The Process: Connecting Vision to User Experience
✍🏻 Clarifying the Mission
I rewrote CMSC’s mission, vision, and values, transforming complex ideas into clear, compelling messaging that served as the foundation for all future decisions.
👥 Defining Key Audiences
Through persona development, I helped CMSC prioritize their key user groups and better understand their needs, motivations, and pain points.
🏗️ Improving Website Structure
I conducted a full information architecture audit, mapping the current web experience to uncover usability challenges and opportunities.
📊 Leveraging Data for Insight
By analyzing website metrics—such as unique visitor counts, customer habits, and user flows—I identified engagement trends and areas for improvement to drive stronger outreach and sales.
🎨 Aligning Design with Mission
Finally, I provided art direction aligned with CMSC’s mission, evaluating their logo, colors, and website design to ensure a cohesive and impactful user experience.
The Impact: A Clearer, More Effective Digital Presence
A simplified, more compelling mission & vision that unified internal and external messaging.
Greater clarity on user priorities, leading to a more targeted and effective web experience.
Actionable design and structural improvements that aligned CMSC’s website with its mission.
“Rachel opened our organization’s eyes to a whole new world of possibility…brought clarity, focus, and direction to our team and helped us create a shared vision for success.”
— Steve Hickman, Executive Director, CMSC
Why it matters
By connecting CMSC’s values with their user experience, I helped shape a more engaging, effective digital strategy that reflected their mission.