Universal Credit – DWP

As the first content designer responsible for all online content for Universal Credit, I pioneered GDS guidelines for transactional content on GOV.UK. In the early days of Universal Credit, I was often the only voice in the room advocating for plain English and user-centred design. Government systems have historically put the burden of understanding on citizens rather than taking responsibility for clarity. By challenging each piece of jargon and questioning every data request, we created a service that worked with people rather than against them at a time of financial vulnerability.