Conquering complex content problems

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.)

Our work

  • 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.

  • Suncorp Group

    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.

  • GWMWater

    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 helped 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.

  • AAMI

    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!

We work with some great digital agencies!

CSForum 2016

We’re proud to be leading content strategy experts in Australia. That’s why we brought the international Content Strategy Forum to Australia for the very first time!

Guests and speakers came from all over the world, from governments and councils, corporate organisations, leading agencies large and small. And they all loved it.

We quite liked it too, and are looking forward to spreading the content love at more events in Australia in the future. Watch this space.

CS Forum 2016