In 2012, the Department for the Environment, Food and Rural Affairs (Defra) reviewed users' experience of its guidance. They found it was often out of date, overlapping or unclear about what was required. Businesses reported that guidance was difficult and time-consuming to read and understand. 75% of businesses saw lack of clear information as a barrier to compliance.
Scroll's Padma Gillen was hired to lead a content team through a process of defining the needs of users, then designing content to meet those needs. In this presentation Padma will talk through the challenges and lessons learned.