Brand voice and style guide development for government

As a content designer for a state government agency, I worked to standardize the agency's content voice and tone. I created a uniform editorial style guide, part of a broader content design system, to regulate website content.

Content elements included:

User journey mapping

Wireframe development

Content auditing

Content editing

Design system development

Primary KPI was reducing unnecessary phone calls to the agency's customer service team. Each division reported a reduction in calls from easier content access.