Conquering complex content problems

We’ve helped many organisations – large and small, government and commercial – conquer complex content problems. We create user-focused content, and help you put the processes and people in place to measure and maintain it.

Our work

  • Australian Indigenous Governance Institute (AIGI)

    Showcasing expertise and resources

    To support AIGI’s transition from a research role to providing practical resources and training, we designed the information architecture and content for their new website. It’s now clear what AIGI do and how they can support Aboriginal and Torres Strait Islander organisations to develop locally effective and culturally legitimate governance.

  • Victorian Academy of Teaching and Leadership

    Training SMEs to write effective content

    To upskill staff to write content for the Academy’s website, we delivered practical and interactive workshops. We shared our expertise, proven techniques and handy tools for creating useful, strategic and consistent content. We also designed a template with a planning checklist and clear guidance to support this training and guide future content creation. 

  • Lower Murray Water

    Single source of truth

    Lower Murray Water’s website is a vital resource for the local community. We designed a task-based information architecture to make it easier to find critical services. We wrote useful and accessible content to replace outdated, duplicated and complex information. The result is a user-focused site that engages, educates and supports all customers.

  • Philanthropy Australia

    Less content, easier to find

    With 50% less content and a new, more intuitive information architecture, we made it easier for people to learn about the impact and power of philanthropy. Our clear, useful and structured content encourages membership, highlights Philanthropy Australia’s function, initiatives and influence, and exposes helpful resources for all audiences.

  • Comcare

    Supporting employees every day

    Comare’s intranet is the source of news, information, services and tools for its employees across Australia. We designed a task-focused information architecture, and wrote clear, consistent and structured content. And to keep everything on track, we left the team with a clear and practical governance framework.

  • NSW Department of Customer Service

    Access to critical COVID-19 information

    At the height of the pandemic, the NSW government urgently needed to update COVID-19 information on We designed a new information architecture that better organises critical and constantly shifting information, reduces duplication, and makes it easier for the Department to maintain.

  • BirdLife Australia

    Making it easier to engage and take action

    With multiple websites and over 10,000 pages of content, we worked with BirdLife to envisage a more streamlined future-state ecosystem. We designed a new information architecture and content types to make it easy for users to learn about birds, donate, volunteer and join a campaign online.

  • Atlassian

    Better ops leads to better content for customers

    That’s what we helped Atlassian prove. Through co-design workshops, we identified challenges and opportunities in their current content development process, and delivered an operations model to better support the content design team.

  • Moneysmart

    Helping people make better decisions

    To align with a refreshed brand and strategy, we put our content design skill to work on the new Moneysmart website for the Australian Securities and Investment Commission (ASIC). We applied our signature collaborative approach to designing clear, user-focused, goal-oriented and accessible content in plain language.

  • Digital Transformation Agency (DTA)

    Clearer, simpler services

    We helped the DTA create their Content Strategy Guide. Co-created with government agencies, the guide helps to develop the processes to create, structure and manage content more efficiently, as well as build the capability of teams in content strategy methodologies.

  • NSW Road User Handbook

    Clearer rules, safer roads

    The Road User Handbook is the go-to resource for getting your driver licence in NSW. Transport for NSW’s decision to digitise the hardcopy version gave us the chance to create better content. We removed duplication, aligned the terminology, and made information easier to find, understand and learn.

  • Australian Securities and Investment Commission (ASIC)

    Clarifying new standards for financial advisers

    To help financial advisers understand and meet their obligations under new professional standards, we transformed complex regulatory information into clear step-by-step guidance and improved the information architecture for relevant sections of the ASIC website.

  • Bastow Institute of Educational Leadership

    Giving users what they need

    We asked Victorian teachers and principals what information they needed to make the right professional learning choices. Using insights from this research and content testing, we restructured course information, identified opportunities for improvement, and rewrote the content for key courses on Bastow’s website.

  • NSW Ombudsman

    Find how the Ombudsman can help

    To make it easier for people make a complaint about NSW government agencies – and understand the process – we wrote accessible content and designed a new information architecture for the NSW Ombudsman website. And to document the organisation’s vision, content practices and priorities, we developed a clear content strategy.

  • Victorian Skills Gateway

    Making better career decisions

    The Victorian Skills Gateway is the most authoritative website for people looking for vocational training in Victoria. We worked with the team at the Department of Education and Training to create content for a new task-based structure that puts the user first – helping everyone make better career decisions.

  • NSW Boating Handbook

    Staying safe on the water

    Published by Transport for NSW, the Boating Handbook is a trusted guide to the rules for using NSW waterways. We applied our content design skills to transform complex regulations and technical maritime concepts and terminology into clear information everyone can understand.

  • Department of Justice and Regulation

    Lifting project compliance and success

    To streamline project management at the Department, we developed a content strategy, created a new information architecture and rewrote content for their internal project management tool – making it easier for everyone to use and comply.

  • Victorian Civil and Administrative Tribunal (VCAT)

    Improving the customer experience

    VCAT is Australia’s busiest tribunal. We created content for a suite of standard correspondence and hearing notices to help people understand VCAT’s processes – in plain language and consistent with their legislative requirements.

  • National Debt Helpline

    Clarifying complex information

    People turn to the National Debt Helpline when they’re in financial difficulty. For the website that supports the phone line, we consolidated content from multiple sites to create clear content that guides users to the information they need quickly and easily.

  • Northcote High School

    Connecting with the right audience

    The school wanted their new website to reflect their values and culture, promote their offerings, and be easier to manage. We helped them achieve all this by defining the audience and their needs, designing a new information architecture, writing new content and creating page templates for the new CMS and design.

  • 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. We helped them prepare 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.

  • Coliban Water

    Championing plain English

    Coliban Water’s website is an important resource for its customers. We came on board to convert a mountain of technical content into a practical website – one that is genuinely helpful and useful. We moved the focus to the user and created clear and effective content.

  • Registry of Births, Deaths and Marriages

    Navigating significant life events

    The Registry of Births, Deaths and Marriages Victoria has been recording significant life events for over 160 years. We designed clear, easy-to-understand and accessible content on sensitive topics – content that steps users through complex processes and tasks.

  • Suncorp Group

    A framework for creating better content

    We helped Suncorp’s eCommerce team develop a content production framework and associated resources to support their customer experience approach. The framework integrates with their agile environment and adapts to their other brands.

  • Active Moreland

    Making fitness easier

    We designed the page templates, developed the wireframes and wrote high-level functional specifications for a new Active Moreland website. Booking a pool lane, signing-up for a fitness program, becoming a member or joining a local sports club has never been so easy.

  • GWMWater

    Creating customer-friendly information

    GWMWater provides water services to over 70 urban towns in Victoria. We created content for their website that reflects their informative and friendly personality, as well as the processes and resources to help their team maintain it.

  • 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. We transformed a list of links to a topic-based structure that curates useful resources and is easy to search.

  • 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 user-focused, accessible and task-oriented information.

  • AAMI

    Balancing customer and legal needs

    Supporting UX design agency Symplicit’s user research, we worked with the AAMI team to rewrite content about insurance products to make it easier for customers to understand, while keeping its legal integrity.

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.

Attendees got bucket loads of insight, practical tips and tools – and lots of new friends! A first in Australia in this field, the conference paved the way for raising the profile of content strategy and content design in Australia.

CS Forum 2016