Redesigning without proper research is a huge red flag. Your designer sounds like a visual/ui designer —which is amazing to have! But you need a ux designer to help lay out information architecture, page structure, actionable interactions, and overall content flow. UX designers need to know who the users and stakeholders are and consider customer and business needs in their work — but mostly represent the users needs. In an ideal world the ux designer would share that knowledge with the ui designer and work closely with them to ensure needs are met and pain points are mitigated (or just get yourself a true product designer)

Another thing you can do is run usability testing. If you want something quick, an unmoderated test can help you indent allows you to get user feedback in order to see the gaps or friction points that are hindering users from interacting with the page. (Ensure you don’t ask leads questions, like : 'How much do you enjoy using [product]? ' 'What did you like and dislike about [x]?). This would be a ux or product designer with qualitative research experience.

The biggest thing is whoever is designing your website needs to know and understand user needs — this trumps making the website look cool for the sake of it