For Speech and Language UK, the scale of need is significant, with around one in five children in the UK experiencing speech and language challenges. Many families arrive at the charity’s website feeling worried and unsure where to turn, often seeking immediate advice to support their child.

However, the charity’s existing online progress checker was no longer meeting that need. Basic in design and not built around user research, it funneled too many families towards the advice line, placing unsustainable pressure on one-to-one support.

With funding from Social Business Trust’s Digital Impact Fund – a joint initiative between SBT and the Permira Foundation supporting the digital transformation of social enterprises – alongside other grant funding, the charity redeveloped the tool, using call data to identify the most common concerns and shape new content. The updated progress checker now provides tailored guidance, including practical “how-to” videos, webinars and clear signposting to further support where needed.

The impact has been significant. In 2023–24, the charity reached more than 280,000 families through its online advice and digital tools, helping many access support immediately without needing to wait for a call.

For Clare Gilbert-Smith, Associate Director of Digital, Engagement and Communications, the lesson is clear: “Listen to your users and develop something they want, not what you want.”

15th September 2026