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.)
Helping people make better decisions
Armed with consumer insights and a refreshed brand, we put our content design skill to work on the new Moneysmart website for ASIC (Australian Securities and Investment Commission). We applied our signature collaborative approach, rewriting and restructuring content to make it easier to understand, while building internal capability along the way.
Improving customer service
We created a suite of standard correspondence and hearing notices for Victorian Civil and Administrative Tribunal (VCAT). The challenge was to cut through the jargon to create content that is easy to understand – especially for customers without legal experience – while complying with VCAT’s legislative responsibilities.
Bureau of Meteorology
Starting the content transformation
The Bureau of Meteorology is embarking on a series of projects to improve the usability of its products and services. In partnership with the UX lead, we prepared a high-level content strategy demonstrating how content skills could elevate the UX team’s work and what needed to be done to put the plan into practice.
Victorian Skills Gateway
Virtual assistance for eligibility
We planned and wrote the conversational journeys for a chatbot for the Victorian Skills Gateway. Based on complex criteria and multiple user profiles, we designed journeys to help users determine their eligibility for government-subsidised training. We also created and reorganised content for the Victorian Skills Gateway website.
Bastow Institute of Educational Leadership
Identifying user needs
Bastow wanted to know how to improve the course information on their website to help users choose the right course. We reviewed existing user research and carried out research of our own. Once we knew what users wanted, we restructured the course page, created the content and tested it with users.
Laying the content foundation
We created the content for the Coliban Water website, supporting design agency Webplace. Crucial to this process was the preparation of editorial guidelines to set the tone, style and standard. On completion of the content, we ran a content design workshop to provide the internal team with the knowledge and skills to keep the content useful, readable and accessible.
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, page layouts and content. We tested along the way to make sure the content is 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 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.
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!