That's what I do; I design and write everyday documents (on paper and screen) so that people understand them, making them as simple as possible to use and as effective as possible at their job.

Giving language clarity and a suitable tone-of-voice.

Delivering information in more user-friendly formats.

Giving structure and clear navigation to increase information's usability.

Whatever the kind of information, I use its context – who will be using it, their needs and the situation they will use it in – to develop language and design that users can fully understand and act on effectively.

Information that is used correctly is effective in achieving its aims from a business perspective: reducing unnecessary phone calls, improving the effectiveness of staff training or increasing customer loyalty for example.