Digital communication for public and nonprofit organisations
Organise information around what people need to know and what they need to do to access a service.
Design around the task people came to complete
Use headings that match common questions and explain eligibility, documents and contact options in plain language. Make the steps of an application visible and give people a way to ask for help.
Try the main tasks on a phone and with keyboard navigation. Decide which steps you can measure and use that information to find where people need clearer instructions.