Who does nsw.gov.au serve?
People and businesses living or visiting NSW who needed to understand the rules and guidance to stay healthy during the COVID-19 pandemic.
What problem do they have?
To understand fast-changing rules about masks, transport, travelling, working and schooling.
UX writing: develop reassuring plain English content to keep people and businesses up to date.
Governance: liaising with stakeholders to develop engaging, accessible and user-centric content.
Optimising information journeys: constantly re-organising information heirarchies and content based on data and insights.
Tightening information architecture and wayfinding pages was critical for an informative COVID-19 content journey.
Created accessibility checklists and Style Guides to define how we used terms and phrases - for example, should the virus be referred to as COVID-19, Coronavirus, covid or SARS-CoV-2?
Read the COVID-19 content style guide
See the PUBLISH checklist
