Client engagement · ACCESSIBLE SERVICES · CONTENT STRATEGY · INFORMATION ARCHITECTURE
WILL Employment Solutions
Help job seekers, newcomers, employers and community partners find the service that fits their situation.
AT A GLANCE
I led user experience and content strategy for a large nonprofit service site, making information architecture and accessibility a service-discovery problem rather than a cosmetic refresh.
The challenge
Many useful services were hard to find.
WILL supported job seekers, newcomers, internationally trained professionals, employers, mentors and partners across a large program and content ecosystem. People arriving under stress, with limited time or varying language proficiency needed clear routes to the right help.
My role
Turn the content estate into evidence.
I led user experience and content strategy and design direction. Stakeholder interviews and requirements workshops clarified service goals, audience needs, accessibility expectations and operational constraints before the content structure changed.
How we worked
Inventory, measure, then group around real needs.
I catalogued more than 100 URLs, including hierarchy depth, reading grade and ease, word count, headings, links, imagery, forms and page-performance signals. The analysis surfaced difficult content, deep navigation and low-value legacy material. We grouped services around audience and task rather than internal departments.
What changed
A maintainable foundation for accessible service discovery.
The work gave the organization a quantified view of its content and a clearer basis for information architecture, content prioritization and reusable publishing decisions. Accessibility informed legibility, language, predictable paths and cognitive load from the start.
What the evidence supports
No unverified post-launch KPI.
The surviving source confirms the quantified inventory and redesign foundation; it does not preserve a measured conversion or service outcome. None is claimed.
What this demonstrates
Content structure can be part of the service.
This work connects content analysis, accessibility, audience needs and digital service design for people trying to make consequential employment decisions.
SELECTED DESIGN WORK
