Activities
content strategyproduct strategyproduct design
Backstory
eConsult is an online consultation platform used by over half of NHS GP surgeries to triage and respond to patient requests.
At the heart of eConsult are its clinical templates: structured pathways of questions and clinical guidance seen by millions of patients and processed by thousands of GP surgery staff. Every piece of copy has to work hard to communicate things which may at sometimes be frustrating or upsetting.
When I first joined eConsult, I worked hard to make content strategy a part of our product roadmap, ensuring that clear, accessible and tone-appropriate language was always considered when delivering new work.
Result
The processes I put in place ensured our team had the training, tools and ways of working to write copy grounded in user needs. We were also able to demonstrate that we met readability and plain language guidelines when bidding for new contracts from the NHS.
