Kids Help Phone existed almost entirely through a phone line. The ask was to extend their service into a digital space for the first time, a responsive website that could reach youth who wouldn't pick up the phone. We began with research: who were the users, what prevented them from seeking help, and what would make them trust a digital product enough to use it. That research shaped two core decisions: anonymous access (no account required to use live chat) and an editorial content layer of articles that let users self-educate before reaching out. A responsive website with live chat, a resource library, and a community support directory, the organization's first owned digital channel. Within the first year of launch, Kids Help Phone saw a significant increase in contacts from youth who had never previously reached out through the phone line, demonstrating that the digital channel was reaching a previously unreachable audience. The live chat feature became one of the most used entry points, validating the decision to prioritize anonymous, low-barrier access.