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The role: Customer Experience meets Content Strategy
The role: Customer Experience meets Content Strategy
Digital.gov helps government technologists deliver better digital services by connecting them with the knowledge they need. The vision is to create a world where the U.S. government leads in creating world-class digital experiences for the public.
(Yes, that's their mission and vision statement, and I led workshops to craft it.)
Impact
Impact
"[Your emails] were so deftly written and really engaging. Probably some of the best inter-gov communications I've seen. You've done a fantastic job."
-Feedback from a recipient of one of Bonnie's ghostwritten, innovative communications
Overhaul the Information Architecture (IA)
Overhaul the Information Architecture (IA)
There were 1,000+ resources on Digital.gov, but the only way to find them: search for what you knew you were looking for or scan a very, very long list.
I applied UX research, card sorting, and information organization to add a "browse" experience to the site. This resulted in greater user retention and increased visibility of our highest quality resources.
Strengthen the brand and voice
Strengthen the brand and voice
I applied user research and developed a brand and voice for Digital.gov that increased newsletter opens 20% (the highest they had ever been) over the course of a few months and increased direct engagement with our users through a strategic communication initiative.
Migrate the Content Management System (CMS)
Migrate the Content Management System (CMS)
The content lived on a proprietary Hugo-based CMS for years, and the site suffered from years tech and content debt. I worked closely with developers to plan a migration alongside an audit, where we only brought the "good stuff" into templates designed to provide consistency for content editors and the end users.
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