As a content designer, I’ve often had to fight to champion content from the earliest design stage – but not with the team here at Citizens Advice.
We have a very effective way of working together to transform our digital advice – placing people’s needs first and creating content and services to meet them. We:
- focus on how content can solve user needs from the start
- design content based on evidence
- are trusted to make good content decisions
Designing content with fellow content designers
We get our content ideas down early and share them with the team. We call this a ‘crit’ – a chance to discuss the user journey and structure ahead of finessing the copy.
This means other content designers can bring their experience to the table too – sharing tried and tested content patterns as well as tips and resources. We work in small teams on different subjects, so crits help us to avoid working in silos and to learn from each other.
Working closely with researchers
We base our content decisions on evidence – working collaboratively with researchers from the outset.
We collaborate during the ‘discovery’ stage to better understand our clients’ and adviser needs in the area we’re working on. They take the lead on the best research methods to find the answers we need.
We put our content in front of advisers and clients at the earliest opportunity – so we can quickly see if the content is working and make changes.
The power to make decisions – and stick to them
We work closely with subject matter experts who understand the agile methodology and sprint cycle we work to. Everyone knows when and how to feedback and provide input.
The wider organisation understands our proposition – to provide tactical advice that isn’t available elsewhere. This gives us the freedom to design content that focuses on what we do best – solving problems.