charlotte family housing.
services:
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audit of current materials and language
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storyboarding to translate learnings and ideas into a project plan
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writing and editing
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trauma-informed graphic design
working with toth shop to facilitate this evolution in our onboarding documentation has been truly transformational, and we look forward to identifying more opportunities to enhance the CFH experience for our families both now and in the future.
elizabeth kurtz, executive director, charlotte family housing
the client:
charlotte family housing is a 501c3 nonprofit organization that provides temporary housing for hardworking families in need and then supports them through the process of securing long-term housing. the organization’s results speak for themselves: 98% of families sustained housing for at least two years after completing the CFH program.
the action:
the CFH team approached us with a problem: a mountain of dense, formal, and intimidating onboarding documents that were leaving new CFH families feeling overwhelmed and apprehensive. these families come to us in crisis, the team said. the last thing they need is more stress from legal and administrative paperwork.
team toth shop restructured not only the order and organization of the documents, but also refreshed all language and necessary information in the documents to be delivered in an approachable, accessible and human way. we purposely infused warmth, personality, and humanity into the language of each document, maintaining the integrity of the message, but, more importantly, making it easier to understand and digest in a season of crisis.
then, we incorporated trauma-informed design elements to deliver important information in a soothing and empowering way.
with the new voice and tone as well as the refreshed colors and graphic design, we designed a ‘bonus’ piece of content for their families - a wallet-sized inspiration card for every head of household to keep in her handbag or purse when she needs a burst of energy or power.
the impact:
the CFH team reports that the onboarding process is now far less intimidating, and families can more easily digest important information now that it is delivered intentionally and thoughtfully. they pause. they take a breath, and they engage with the material, which ultimately leads to a more successful engagement with the CFH program.
