I led the team to help make NCT’s online information for parents dramatically more:

• Accessible to everyone

• Inclusive of different people’s experiences

• Centred around the questions people really want answered

• Search engine optimised and designed for viewing on mobile

• Informed by up to date evidence

I led a co-design process to

• Understand what their users want -  through surveys, digging into their web analytics, getting them using search research tools and setting up onsite feedback mechanism.

• Define a set of principles - guiding staff how to produce content that sounds on brand and meets user needs, with plenty of detail and examples. 

• Reimagine their content production process - working out exactly how a piece of content goes from idea to publication. Who does what when to be as efficient but high quality as possible.  

• Decide how they prioritise content – defining what is most critical to improve first and what can be archived

• Develop an evaluation framework - so they know what data is most important to look at to make sure content is performing well.

• Redesign the functionality and look and feel of their webpages - to make it better for mobile and get visitors clicking on to more helpful content.

By the end of the project NCT had been accredited by The Patient Information Forum, an independent body that awards a quality mark for health information. 

Content strategy    Leading co-design process     User research     UI/UX design     Information design    Training/coaching