Leasehold Advisory Service

I was part of a content design contractor team brought in to rewrite and restructure the government’s Leasehold Advisory Service website.

The service provides complex legal and technical information about leasehold to the public, so our challenge was to make that information clear, accessible and easy to navigate for users who often arrived with a specific problem they needed to resolve.

Using user-centred content design principles, I transformed complex subject matter into straightforward digital content structured around user needs rather than organisational or legal terminology. The work involved content strategy, information architecture and detailed content design, while balancing the need for accuracy with plain English and accessibility.

Achievements

• Rewrote and restructured complex content around user needs, applying content design best practice to make information easier to find, understand and act on.
• Simplified legal and technical language into clear, jargon-free plain English, while retaining the accuracy required of a government-backed advisory service.
• Improved information architecture and content hierarchy, making recommendations on page structure, headings, key messages and the overall organisation of information.
• Applied a consistent approach to headings, summaries and key points, helping users scan pages quickly and identify the information most relevant to their situation.
• Balanced expert subject matter with user-centred language, translating complex information into content that worked for non-specialist audiences.
• Contributed to wider content strategy and structural recommendations, looking beyond individual pages to improve consistency and the overall user journey across the service.
• Applied content quality and accessibility principles throughout, ensuring content was clear, concise, consistent and suitable for a broad public audience.