Rebuilding the SEND Local Offer from the ground up

The challenge

Calderdale’s Local Offer website, a hub for children and young people (CYP) with Special Educational Needs and Disabilities (SEND) and their families, was outdated and difficult to navigate. The council wanted a redesign that would make the platform more accessible, user-friendly, and aligned with their SEND strategy—while ensuring it truly reflected the needs of parent carers and CYP.

Our approach

1. Deep stakeholder engagement

• Parent carers and CYP: We held weekly engagement sessions over several months, listening to parent carers and children/young people to understand their challenges and aspirations. Their voices shaped the words we used, the depth of the subject matter, and gave them agency.

• Council and partners: Collaborated closely with Calderdale Council, health, and social care teams to align the project with strategic priorities and operational needs.

2. User-centred design

• Restructured the information architecture to simplify navigation, making it easier for users to find critical information about education, health, and social care services. The previous Local Offer was built into the corporate website, and parent carers told us they would get lost, and not be able to find their way back to the SEND information.

• Developed a modern, inclusive design focused on WCAG accessibility, ensuring the platform was welcoming and easy to use for all. 

3. Content that connects

• Created clear, concise, and actionable content, tailored to the needs of families and professionals.

• Ensured all information was up-to-date and aligned with Calderdale’s SEND strategy.

4. Training for sustainability

• Provided hands-on training for Calderdale’s team, empowering them to manage and update the site independently. But unique to pop pop studio, we also continue to have a weekly meeting to help not just with content, but also marketing, and technical aspects that aren't specific to the website we built. 

Impact

The new Local Offer has seen a huge increase in usage, with incredible feedback from parent carers. Families now find it easier to access the support and services they need, and the platform has become a trusted resource for the SEND community in Calderdale.

The new Local Offer is so much easier to use, and we don't get lost in the council's own website like we used to” - Calderdale Parent carer

Why It Worked

• Co-creation: By involving users and stakeholders throughout the process, we built a platform that truly meets their needs.

• Strategic alignment: The redesign was closely tied to Calderdale’s SEND strategy, ensuring it delivered both immediate and long-term value.

• Community focus: The project was driven by the voices of parent carers and CYP, making the platform more relevant and effective.