When content is designed and written well, the customer experience is effortless. People can find what they need and understand it quickly and easily. This means happy customers – and a product or service they’re more likely to buy or use.
Developed over decades of experience, our signature content design service involves:
- researching user needs
- writing user (and job) stories
- structuring content based on user needs
- writing in plain language
- pair writing with subject experts
- documenting content patterns and terminology
- checking for readability and accessibility
- conducting content testing with real users.
Guiding your stakeholders and subject experts through our tried-and-tested workflow, we encourage empathy for the user and share our expertise, tools and techniques. The result is content that meets user needs – as well as your goals – and an improved capability in content design.
Below are a few of the organisations we’ve helped with content design.
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 English.
National Debt Helpline
Clarifying complex information
People turn to the National Debt Helpline when they’re in financial difficulty. Using our signature content design process, we made sure the website supported the phone line, consolidating content from multiple sites to create clear content that guides users to the information they need quickly and easily.
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.