I also helped to deliver a range of content strategy recommendations, including an IA restructure and mentoring existing content teams.
From 2017 to 2019 I worked as a content designer in the RSA Digital team for 20 months. I worked on a home insurance transformation project, designing new and innovative content experiences for the personal insurance market.
Brighton & Hove City Council
At Brighton & Hove City Council, I led the content design work on a new beta site for the residents of the city. I brought in new UX methods, such as prototyping and usability testing, making sure all new content was customer focused and digital first.
Whilst working at RSA, I collaborated with a team of UX and UI designers, using tools such as InVision and Axure, to create content led designs based on user stories. I also worked with product owners, stakeholders and scrum masters.
Working with UX designers, I created content for a transactional journey that included:
- help text,
- error messages,
- field labels, and
- form validation.
The examples below show the before and after versions of some legal terms and conditions, which I rewrote with a colleague. We used plain English and content design principles to make it easier to read and understand.
I have also written various content strategies.
- researching what customers are currently doing,
- analysing site data,
- researching competitors,
- writing reports for managers,
- writing a tone of voice and style guide,
- producing a content calendar,
- recommending best practices, involving what content types to use, and
- writing a governance document.
At OCS I wrote a content strategy for their UK site, detailing the types of content to use, how to attract leads and how to engage with users once they were on the site.