GSA UX writing

Additional writing samples from my time at the General Services Administration

Challenge

Help people understand resources GSA offers, such as market research services and travel programs.

Goal

Develop clear and succinct copy to support the user experience on GSA.gov.

Why this matters

Only about 13% of U.S. adults read at a 12th-grade level or higher, according to the Program for the International Assessment of Adult Competencies (PIAAC). This means that if we write at a 12th grade reading level, over 87% of adults could be excluded and misinterpret content on these pages. Any time there's a miscommunication that could lead to a cost to government, whether it is by them calling a call center or by missing their flight.

How I helped

Leverage components from the US Web Design System (USWDS)
Translate legal jargon to plain language
Collaborate with Subject Matter Experts, Content Editors, and program leadership

Streamlining FAQs

Before: Several related FAQs written at a 12th grade level

Several extensive FAQs with content about denied boarding hidden in accordions.

After: Reduced word count by 63% and reading level to 6th grade

Revised FAQ content taken out of accordions and structured by logical headings and using USWDS components like icons.

Process lists

Before: Vague infographic with little context and no alt text

Market Research as a Service infographic with no context behind the service and poor alt text.

After: Contextualized step-by-step list that adapts well on mobile

Market Research as a Service broken down by what users can expect from going through the process.