We’ve helped many organisations – large and small, public and private – conquer complex content problems, create customer-focused content, and put processes and people in place to measure and maintain it.
As the saying goes, the proof is in the pudding. Below is some of our pudding. (We’re happy to provide more pudding with requests for quotes.)
National Debt Helpline
Simplifying complex information
The challenge was to create simple guidance for people in debt – without compromising legal compliance – to support a busy helpline. We developed the content strategy, information architecture, content layouts and copy, testing along the way to make sure the content was easy to find and understand.
Operationalising content production
We helped Suncorp’s eCommerce team develop a content production framework and associated resources to support their customer experience approach. The framework had to integrate with their agile environment and adapt for use across a wide range of brands, such as AAMI and GIO.
Creating customer-friendly information
Our task was to create content that reflected the informative and friendly personality of water organisation GWMWater. We wrote the content and supporting style guide, and created processes and resources for GWMWater’s team to maintain it themselves. We also still help them out sometimes!
Births, Deaths & Marriages
Supporting a UX approach
The Registry of Births, Deaths & Marriages in Victoria had a job on its hands to simplify the process for people to register and get certificates for significant life events. We helped them rewrite the content, working with subject experts to reduce duplicated content, simplify the language and make it accessible for everyone.
Digital Transformation Agency
Clearer, simpler services
We helpied the Digital Transformation Agency create guidance about content strategy. Co-created with government agencies, the guidance will help to simplify content, remove redundant content and manage content more efficiently, as well as build the capability of teams in content strategy methodologies.
Financial Counselling Australia
Equipping financial counsellors
We helped the national body for the financial counselling industry improve the content and resources in a toolkit for professionals in the field. The toolkit was transformed from a list of links, to a topic-based structure that curated similar resources and could be easily searched.
City of Boroondara
Content for customers
Working with UX agency Parisfirst, we prepared a plan to review and rewrite Council’s content to support a customer-first design approach. We then turned 3,000 pages into 500 pages of customer-friendly, accessible, task-focused information.
Department of Justice
Justifying simpler content
We helped the Department of Justice transform how they deliver information online to the public. We drove the need for a content strategy and worked closely with subject experts to advocate for simpler, clearer content.
Balancing customer and legal needs
Supporting UX design agency Symplicit’s customer research, we worked with the AAMI team to rewrite content about insurance products in a way that was easier for customers to understand, while keeping its legal integrity. Not easy!