Lauren Ipsum

During pandemic in 2020, I worked within Test and Trace across the 119 contact centre team and in the rollout of the antivirals programme. This involved working closely with clinical and policy experts across the devolved nations to draft letters. leaflets, emails, and messaging on GOV.UK and NHS.UK.

To assist with the launch of the MoJ’s Victims and Witnesses website, I provided content design expertise to improve their messaging. We conducted user research with victims and witnesses, created writing guides and crafted a new, empathetic tone of voice for the service.

As part of a programme of transformation, I was the project director for a major CMS migration from DNN to Drupal. I oversaw and managed and team of 5 content designers and 20 content migrators. Together, we rewrote 250 pages and migrated over 2000.

Set against the backdrop of the UK as it withdrew from Europe, I worked on import and export content for the Department for International Trade.

Working with designers and user researchers, I translated a paper-based process into a new, wholly digital application journey for researchers. We also made improvements to their CRM and case management system.

I conducted an audit of Cornwall Council’s website and microsites. We tested against readability, navigation, relevancy and tone of voice.
This informed the creation of a new information architecture that would combine all six of its services, as well as the creation of a design and content manual.