Content Strategy for a Federal Benefits Transition

A long-standing federal benefits information site was being sunset, with its content and functionality transitioning to a larger public-facing information hub. The move was driven by a broader federal directive on improving customer experience across government digital services.

This wasn't a redesign of a marketing site. It was the primary way many Americans find and understand the government benefits programs they may be eligible for, so getting the transition right mattered for people who often have few other paths to this information.

I worked directly with the client team to plan and execute the content side of the transition, moving key benefits information into the new site's structure without losing accuracy, findability, or accessibility along the way. That meant close, ongoing partnership with stakeholders to make sure decisions reflected both program accuracy requirements and the realities of how people actually search for and use this kind of information. The transition met its target completion goal.

Past the initial transition, the work shifted into a continual improvement rhythm: content sections are reviewed on a recurring schedule, with proposed changes grounded in keyword research, user feedback signals, and site analytics, rather than made on instinct. That review process also supported the rollout of a benefit-finder tool, which lets someone filter for the specific kinds of assistance relevant to their situation rather than parsing dense program-by-program pages themselves.

Content strategy grounded in continual, evidence-based iteration rather than a one-time launch. Plain-language and accessibility practice applied to complex, legally sensitive subject matter. The ability to build and sustain a working partnership with a federal client over the life of a multi-phase engagement.