Nov 2023 – Sep 2025 · 1 yr 10 mos · United Kingdom · Hybrid

• Discovery, content transformation and training.
• Training: Developed and delivered accessible content course. The course covers the most common ways people creating content can make it accessible. Participants learn about text, images, audio and video.
• Content discovery and transformation project: Our team collaborated with the council’s digital and service providing teams to identify user journeys and needs. This reduced and clarified content to help constituents across 6 council services. They included bins and recycling, council tax and housing.
• Discovery project: I audited the websites and online services for a large international organisation. Using service mapping techniques, I identified pain points and opportunities to simplify services. The organisation went on to use these insights to improve completion rates and reduce the number of support calls to their help desk.
• Capacity building and content transformation: Working with a content team in national government to transform content, content governance and deliver on the job training in how to use user-centred techniques.

Apr 2018 – Nov 2023 · 5 yrs 7 mos

• I hired and lead a team of content designers. We made content for disabled people and their families by working closely with user researchers to make and optimise accessible content that people can find when they need it.

Oct 2017 – Apr 2018 · 6 mos

• Working in a small multi-disciplinary team, we introduced research-driven content design to Scope. We researched, pair-wrote, reviewed, tested and iterated content for disabled people and their families. The focus was on employment content.

Jul 2015 – Oct 2017 · 2 yrs 3 mos

• I worked with my team to deliver great content that works using analytics, user research and UX design techniques. I coordinated content across the digital team, and increased capacity in the extended team by providing training in writing to the web, SEO and accessibility.
• I promoted the use of prototypes to test content at all levels of fidelity so that we could iterate and improve content. This included sketches and digital mockups made with HTML, CSS and a sprinkling of JavaScript.

Aug 2013 – Jul 2015 · 1 yr 11 mos

May 2013 – Aug 2013 · 3 mos · London

Jul 2008 – Jul 2013 · 5 yrs

Jan 2005 – Jan 2008 · 3 yrs

Jan 2005 – Jan 2008 · 3 yrs