COA, Council on Aging of Southwestern Ohio, is a local non-profit agency devoted to helping older adults live independently. They have a vast and complex running system that makes information transfer harder for people that not know the organization. Their front desk ( a system containing phone calls, emails, referrals, websites, and other ways for people to contact them), especially their website, is in some way outdated. This made communication between the organizations, customers, professional users, and others more difficult, and also caused internal problems.

In this case, our design team figured out their problems by studying their system.