Content designer at HMRC training

1. Content design at HMRC
Christine Cawthorne GDS

2. GDS
Today
User journeys
Structuring the information
Titles, summaries and all that good stuff
Crit sessions and 2i
Feedback and changes

3. GDS
Introductions
What do you do at work?
How long have you been here?

4. GDS
User journeys

5. GDS
Tax-free childcare

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Tax-free childcare: the
user journey

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Tax-free childcare: the
user needs

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Choose a need to work on

9. GDS
Tax-free childcare: the
user acceptance criteria

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Structure the content

11. GDS
Write a title and summary

12. GDS
How plain is plain?

13. GDS

14. GDS
Lunch

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Crit sessions

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Crit sessions
Are there to support the content designer

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Crit sessions
Are about getting help to improve content

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Crit sessions
Are not about 2i or getting approval

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Crit sessions
Are verbal not formal

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Crit sessions
Is the tone right?
Does it meet the need at this point in the
user journey?
Could you see a different way to explain
this?

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Crit sessions
“Would the user know that terminology?”

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Crit sessions
1. Support the content designer
2. Don’t use it to replace 2i/approval
3. It’s about the content, not the writer
4. Be clear about what help you need
5. Be specific when giving your thoughts

23. GDS
Do a crit session with
your content: 20 mins

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Make any changes needed

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Use the 2i
checklist

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Feedback from users

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Feedback Explorer

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Where else can you find
feedback?

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33. GDS
Debrief

34. GDS
Thank you!
Any questions?