Designing content not creating copy

Date adopted: 
August 12, 2018
Last update: 
August 26, 2020

Good content design allows people to do or find out what they need to from government simply and quickly using the most appropriate content format available. It is informed by user behaviour, analytics and feedback.

Government has a tendency to publish content that is more focused on what it wants to say than what the user needs to know. This makes content difficult to understand and act on.

This can result in frustrated users (citizens, business people and even government experts) who cannot find the information they need or complete the tasks they come to for. We can avoid this on by basing what we publish on what users actually need and research into user behaviour.