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In 2018, I was hired by The City of Miami to transform a dense and confusing website into a user-friendly platform, modeled like modern news sites.

 They'd intentionally sought-out a copywriter with a journalism background, who could take on the task from a marketing and editing point-of-view. Over the next three years I oversaw the entire Content Management System (OpenCities/Granicus) and created a user-centric "Digital City Hall". Strategies included: 
 

  1. Condense thousands of pages of outdated text into simplified, visually appealing content with a user-centric philosophy. 

  2. Meet with every City department to understand their processes and services.

  3. Use content mapping to translate services into simplified copy, step-by-step instructions & digital forms.
    2.     Conduct a full inventory of existing content to redesign the information architecture. 
    3. Remediate PDFs for ADA compliance or replace with HTML, when possible. 
    4. Conduct UX/UI events and digital trainings for employees to teach best-practice digital writing styles.
    5. Examine site analytics and digital content trends and adjust accordingly.

Writing =User Experience Design

BEFORE:
Users had to sift through drop-downs with topics, projects, and divisions to figure out how to do complete their task.

AFTER:
Actionable services, one topic per page, concise step-by-step instructions, and attractive design. 

CLEAR, ACTIONABLE TITLE & HEADLINE

SHORT, BULLETED INSTRUCTIONS BASED ON UPDATED DATA & DIGITAL BEST PRACTICES

BUTTONS NAME THE ACTION, RATHER THAN USING "CLICK HERE"- ADA COMPLIANCE

Screenshot 2024-09-18 at 5.49_edited.jpg

"CLOSE THE LOOP" - DETAIL THE FINAL STEP AND SET EXPECTATIONS - GREATLY REDUCED PHONE CALLS & COMPLAINTS

Department Pages

Before: Dense, confusing text. No clear "how" or "what".

After: Information architecture.

After: Attention-grabbing titles that clarify action.

Content Mapping

Before:
No instructions or context, just links to unknown documents.

Screenshot 2024-09-18 at 5.26_edited.jpg

During: Work with steakholders to identify steps and pain points. 

After: Write a concise page using the clarified process and digital best practices.

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