My presentation on how to turn business needs to user needs including using user/job stories, journey mapping and crits.
People and things you might find useful:
GOV.UK research blog: https://userresearch.blog.gov.uk
Follow: Christopher Trudeau @proftrudeau
He is the plain-language advocate, & law professor I was talking about.
Academic research: http://contentdesign.london/data/academic-research-as-data/
Dumbing down inc: Christophe Trudeau studied legal text and found that ‘…41% of respondents got ‘annoyed’ when they read complicated terms’ … and ‘….”0.5% said they’re “impressed: http://contentdesign.london/reading/dumbing-down/