Helping Changing Health users lead healthier lives

The challenge

This was a big job; we needed to audit 852 pieces of content in under a month. Changing Health were keen to ensure that all of the content was well-structured and written fully to NHS style guidelines. 

We knew from our previous NHS experience how hard it is to design effective content for users with type 2 diabetes, and Changing Health confirmed this to us at the outset. Each person responds to their diagnosis in a different way, and user feedback on the content ranged from ‘there’s too much detail’ to ‘there’s not enough’.

The content was well-written and factually correct, but multiple people had worked on it over the years. Changing Health felt the tone was inclusive, but wasn’t always consistent. 

They also knew that there was some repetition within the content that could potentially be removed or reduced to improve user experience. However, “Learn” and “Find answers” were for different audiences, so it wasn’t as simple as just removing all repetition.

Changing Health were able to make any style amends, but for larger restructuring work – for example removing repeated pages or sections – they would need to consult with their stakeholders first.

The solution

We prepared separate draft audit spreadsheets for “Learn” and “Find Answers”. 

As part of the spreadsheets, we made two sets of recommendations for each piece of content – minor and major.

Minor changes could be made by Changing Health immediately without consulting stakeholders. These were amends that were fully in line with the NHS style guide – for example, splitting longer sentences into shorter ones to improve readability, or ensuring consistent use of upper and lowercase letters in titles and subheadings. 

Major changes would need stakeholder approval first. For example combining pages, deleting pages and amending the order of sections.

Using the insights we’d gained throughout the audit, we prepared an audit report for Changing Health. This included our overall observations and our short, medium and long-term recommendations for the site.

What they say about working with Scroll

"Scroll's expertise and experience was evident from our first meeting. Their friendly, efficient and communicative team were beneficial in helping us review and reduce the content in our online programme, and the knowledge they brought from previous projects contributed a great deal to the process. We were very pleased with the clear communication received throughout, and with the high quality of the content audit report and recommendations delivered by Scroll's content designers. We would be happy to work with Scroll again in the future." 

Louise Taylor, Product Manager, Changing Health Ltd