Dave Songer gives us his take on Content Design – what the role involves, the tools needed and the highlights of the job…
What does your role entail?
I’m part of a team that is working on a major upgrade of HMRC’s Pensions Online Digital Service, which when it’s launched will bring big improvements to user experience. My responsibility is to ensure that the language and content is clear and logical, giving users all the information they need to submit their members’ data with confidence.
What does a typical day look like for you?
It’s varied. I’ll work with Developers, User Researchers and Interaction Designers to improve the service. Changes and updates also come from HMRC or, most often, user research sessions (live interactions with volunteers while they use our working prototype). It’s an invaluable way to develop content – you get to see if users grapple with any part of the service, which gives me the opportunity to update and improve it for the next user.
What sort of clients have you worked with?
I began my career at Haymarket Publishing and later moved to IKEA to work on its loyalty magazine, Family, before I moved onto editorial roles elsewhere. Most recently, I began working as a Content Designer at the UK Health Security Agency (formerly Public Health England), where I joined in 2019, a year before lockdown … quite an interesting time to be publishing health guidance.
What’s the best bit about your job?
I love the creative process of content design; the challenge of developing guidance that is concise, but which also meets complex user needs. Also, working on a project from beginning to end really appeals to me, knowing that I was part of the team that made the new service possible. The team I’m in has such a wide range of skills and specialisms – I learn new stuff every day.
What’s Mercator Digital like to work for?
Mercator is supportive and motivated to help me get better at my job – all permanent staff get annual training budgets as part of their contract. They’re also inclusive. Many of Mercator’s employees are based across the country, so to help give everyone the chance to meet up and do activities that aren’t just about work, Mercator offers lots of social events throughout the year.
Any advice for getting into Content Design?
Along with an enjoyment of writing, being able to create content that fits the style of your audience is important. Familiarise yourself with the GDS style guide as this underpins most government content that you’ll work on. Also, consider brushing up your skills with accredited courses – I benefited hugely from two in particular: news writing and sub-editing. Each took around a week and they really helped me improve the flow and structure of my writing.