SuperSpeak

Client: NSW Government

  • State Digital Assets Reuse Policy

    1.  Context

    State Digital Assets are digital resources, platforms, data, services, and tools owned and/or managed by the government. The State Digital Assets Reuse Policy governs the use and reuse of these technology assets across the NSW Government. In this project, I adapted the State Digital Assets (SDA) Reuse Policy for the Digital NSW website.

    2. Goals

    To publish the policy as HTML to Digital NSW. Historically, policy was published only in pdf format. My goal was to ensure content accessibility. Not all NSW Government Design System components can be utilised on the Digital NSW website Drupal instance. Pagination, for example, to support long-form content architecture, is unavailable. I sought to identify and leverage the available components to break the long-form content into usable modules.

  • NSW Automation Guide

    1. Context

    Digital NSW, a NSW Government agency, guides digital infrastructure policy.  As a content designer there, I collaborated across functions to design and deliver the NSW Automation Guide. At its inception, the guide aimed to support the public sector in understanding automation and implementing it in their organisations. The result reflects 9 months of consultation and design iteration. The team included enterprise architects, a developer, a UX designer and me.

    2. Challenges

    When I joined the project halfway through development, there were many content problems:

    • Extensive voice, style, grammar and structural issues.
    • Low readability score. The resource spanned more than 120 pages and was dominated by technical jargon.
    • Lacked structure and was difficult to navigate.
    • It lacked purpose. The resource was created without identifying users or their needs.
    • There was no consideration for the content’s relationship with the NSW Government Design System.
    3. My goals
    • Eradicate repetition. Reduce word count and aerate the information.
    • Align the voice, tone, brand, and accessibility standards to the Australian Government Style Manual.
    • Retroactively introduce user needs and job stories.
    • Define content patterns and information architecture.
    • Exploit the NSW Government Design System to transform the pages into a structured, purposeful resource.
    4. My process
    • Conducted extensive content reviews and rewrites. Implemented active voice, structure, logic and content usability concepts.
    • Educated subject matter experts about how people read online. Demonstrated content optimisations and restructured the guide into modules.
    • Advocated for the user. Introduced job stories at the beginning of modules.
    • Aligned the content’s tone, voice and style with the Australian Government Style Manual.
    • Formatted references, links and checked sources.
    • Collaborated with UX and graphic design on all Figma designs using the NSW Government Design System.
    • Worked closely with the front-end engineer to publish to the Drupal environment.

  • GTP Knowledge Hub

    1. Context

    During a short-term contract with the Change team at Government Technology Platforms (GTP), I led a knowledge management initiative. After several restructures, the 600-strong organisation needed to standardise internal knowledge creation and governance.

    2. Objectives

    My objectives were to improve the processes and materials within their SharePoint knowledge management framework. I focused on what I could build to enable consistent, clear, scalable and sustainable knowledge creation. My priorities included:

    • Self-serviced, collaborative knowledge creation.
    • Standardisation of content and design: knowledge type templates, categories, content and UX patterns, a writing guide.
    • Improve SharePoint UX and navigation.
    • Developing a content governance workflow that clarified roles and responsibilities.
    • General uplift and education of teams and subject matter experts on the importance of clear and accessible content.
    4. My process
    • Audited existing onboarding and knowledge resources, identifying inaccurate and unreadable content and off-brand graphic design.
    • Defined obvious inefficiencies and pain points in knowledge creation processes for key stakeholders.
    • Identified where I could disrupt the dysfunction and empower content champions/authors through governance levers.
    • Identified key knowledge types and the content patterns to support clarity and usability.
    • Aligned deliverable artefacts and processes to the business’s strategic pillars and NSW Government Knowledge Management Strategy.