The old website had been organised around Isabelle’s knowledge: the courses she offered, the subjects she covered and the different things she could teach. But that was not how the people visiting the site experienced the need for her help.

Changing the perspective was only part of the work. Isabelle herself was almost absent from the old website, despite being central to the service. People are not simply choosing someone with computer knowledge. They are choosing the person they will invite into their home, admit their difficulties to and rely on to explain things without making them feel embarrassed.

Rather than describing Isabelle as patient, reassuring and bienveillante, the website allows those qualities to come through naturally. They can be felt in the writing, the photographs, the way people’s concerns are acknowledged, the examples used, the testimonials and the calmness of the design.

The existing content was also reconsidered. Testimonials were selected and positioned where they could support particular aspects of Isabelle’s work. Her radio and press appearances were no longer treated as an archive of links, but as evidence of her experience, her local recognition and her ability to make technology understandable.

What began as the redesign of a muddled website became a reconsideration of how the business should present itself: not through the computer knowledge Isabelle possesses, but through the people she helps and the distinctly personal way in which she helps them.