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Short answer, no this is not normal. Yes they did screw up somewhere.
Long answer with many assumptions.
Sounds like they redesigned the website without copying existing webpages or links. Some of your old webpages were bringing in traffic and they’re most likely missing now. That’s likely the reason for such a huge reduction in traffic.Basically, they didn’t take any consideration into your existing traffic source and redesign the website based on ease or what you felt looked nice. This happens all the time because most people believe the design or look of the website matters more than traffic.
Most companies when designing a new website tend to overlook this. Probably because the website designer doesn’t communicate with the SEO team.
I’m making a lot of assumptions here because I don’t know the before and after website domain and design
