Joining up the content

Lynne and Polly

GDSLynne

The digital/comms divide

GDSLynne

Digital - build services

GDSLynne

Comms - publish to GOV.UK

GDSLynne

1. Build a service

GDSLynne

2. Get a content designer in at the end

GDSLynne

3. Ask for a start page the day before the service goes live

GDSLynne

Things are changing...

GDSLynne

- skilled and empowered content designers

- head of content design

GDSLynne

...but the divide remains

GDSLynne

Making it work

GDSLynne

Talking to each other

GDSLynne

How we benefit

GDSLynne

Digital:

- how content is published to GOV.UK

- user journeys- how change requests are actioned- who the policy contacts are- how Zendesk works

GDSContent for services

Comms:

- how services are designed- why content isn’t just about the

words- agile working practices

GDSLynne

Users:

- get content when and where they need it

- less duplication- better user journeys

BRPs: case study

- biometric residence permits - ID card with fingerprints and

photo- prove right to be here

GDSPolly

Service for reporting BPR problems:

- lost / stolen- problem collecting - problem with delivery- card damaged- mistakes on card

GDSPolly

Visa decision letter > GOV.UK > services

GDSPolly

No content designer

- last minute request to link to service from GOV.UK

- failed service assessment

GDSPolly

What we did

- content designers on service- working together- sharing evidence- looking at whole user journey

GDSPolly

What we did

- GDS agreement- usability testing on full journey- one zendesk ticket, all cc’ed- pair working

GDSPolly

- passed service assessment- good communication- met deadlines- advance notice- consistent journey- combined knowledge = greater

understanding of user’s experience

GDSPolly