Manchester, England, United Kingdom
As a content designer, my job is to unravel complicated ideas into something people can actually use. I design clear, accessible digital journeys that help users make sense of complex or high-stress situations. I’m particularly drawn to designing experiences that help people navigate difficult moments in their lives. I specialise in simplifying complex processes, especially in government, health, finance and other regulated industries. It’s my aim to make sure people don’t get lost, excluded or overwhelmed because systems or processes are too hard to navigate. Most of all I seek to challenge unnecessary complexity and create content that genuinely supports both users and organisations. I also champion plain English, accessibility and collaboration.
Leading on web content for Alliance Manchester Business School. Working to build a robust content operations process to manage content requests from across the school. Focussing specifically on embedding user experience principles and improving accessibility inline with WCAG.
A key member of the Content Ops team, using feedback and data to maintain and improve content across all subject areas on the Citizens Advice website. Focussed on reducing user overwhelm by removing jargon and writing actionable content in plain English. Worked on complex advice areas including housing, immigration, universal credit and other benefits, debt and money.
Designed user-centred content for teams across the organisation - including leading on digital content for Events and Fundraising and Campaigns teams. Helped these teams overhaul their web content, including developing wireframes and templates to be reused easily. Developed content for awareness raising week, Dementia Action week. Took a user-centred approach and used real feedback from people affected by dementia to develop content encouraging users to get a diagnosis. Contributed to busiest ever day on the website. Also published online content in BSL and non-English languages to provide support to underserved communities. Created resources used to train colleagues in Drupal CMS.