Transforming the Center for Mindful Self-Compassion's Customer Experience
Aligning Vision with Customer Experience
The Challenge
The Center for Mindful Self-Compassion (CMSC) is a non-profit dedicated to teaching self-compassion. However, their website and digital experience did not reflect their mission, leading to confusion for visitors and missed opportunities for engagement.
To support their growth and outreach, CMSC needed a clear, user-friendly web 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.
Key Contributions
🔹 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.
The Process: Connecting Vision to User Experience
✍🏻 Clarifying the Mission
I rewrote CMSC’s Mission, Vision, and Values to distill complex ideas into clear, compelling messaging that served as a foundation for all future decisions.
👥 Defining Key Audiences
Through persona development, I helped CMSC prioritize their most important users 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—unique visitor counts, customer habits, and user flows—I identified engagement trends and areas for improvement that could drive stronger outreach and sales.
🎨 Aligning Design with Mission
Finally, I provided art direction based on 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
Final Thoughts
By connecting CMSC’s values with their user experience, I helped shape a more engaging, effective digital presence that reflected their mission.