“This woman is going to take this product that we’ve worked on for years, rip it up and chuck it out…”

— said no one (but they were probably thinking it)

20,000+ pages of content on acc.co.nz

Content used by our customers

8 weeks until beta launch…

No content audit or content strategy1 (new) full-time content lead2 part-time writers 1 part-time consultant37 evidence-based, priority tasks

https://www.flickr.com/photos/potentialpast/5582667252/

Very busy

Super stressed

Technical specialist

Not busy

Super relaxed

Generalist

Very busy

Super stressed

Technical specialist

Knows the style guide

Keen to improve web content

Understands the website upgrade

Not busy

Super relaxed

Generalist

Never heard of it

Thinks it’s ok, just hard to find

Doesn’t give a toss

Picture of content on old site

Who?

Pain points

Poor user need

As a…business owner I need to... use the online levy calculator So that…I know how much my ACC levy is

Good user need As a…business owner

I need to...know how much my ACC levies will be

So that…I don’t get a shock when I receive my levy invoice and I can plan my cashflow

“…I have discovered a new appreciation for digital content writers!!!!”

“I found [the paired writing process] to be the most useful and organised way of working with another business unit within ACC that I have experienced in the last 3 years of working here.”

Cut out and keep guide to doing good stuff like this:

1.  Understand your people2.  Figure out what works for them3.  Give them a chance4.  Give them a voice5.  Give them a stake in success

Thank you!If you have questions, or offers of hot beverages, come and find us.