Ronan Fitzgerald on the Justice Digital, Data and Science blog writes How user research transformed GOV.UK guidance for separating families:

Thousands of people use guidance on child arrangements every month, often at some of the most stressful moments in their lives.

We wanted to find out whether it still met people’s needs, and what we could do to improve it.

In September 2024, I formed a content improvement team with another content designer and a user researcher, focused on Private Family Law content on GOV.UK. This is how JDDS approaches digital services more widely, bringing different skills together around a single user problem rather than working in separate lanes.

Our goal was to revamp live content and user journeys based on regular user research. We wanted to understand our users and their needs in detail, while showing the value of improving content that is already live.