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Kristen Dixon

Experience

A decade of digital services across Australian Government.

A selection of major engagements. Names of individual projects are shared privately on request.

  1. Senior Content Designer

    Federal Government Department

    Challenge
    A major government procurement platform was introducing significant changes that would affect both buyers and suppliers. The challenge was to communicate complex policy, technical and commercial changes across multiple digital products while maintaining trust, reducing confusion and supporting successful adoption. The content needed to serve users with different goals, knowledge levels and levels of digital literacy, all while meeting accessibility requirements and aligning with government standards.
    Approach
    I led the content design strategy across the end-to-end user journey, working closely with policy, legal, procurement, service design, product and technical teams. I translated complex requirements into plain language, developed the information architecture, mapped user journeys and created content that guided users through key decisions. Alongside the website, I produced supporting guidance, emails, application content, governance documentation and communication assets, ensuring every touchpoint delivered a consistent and user-centred experience.
    Outcome
    The result was a cohesive content ecosystem that made a highly complex program easier to understand and navigate. Users were supported through significant change with clear guidance, accessible content and consistent messaging across every channel. By combining content strategy with user-centred design principles, the project reduced cognitive load, improved the overall user experience and established a scalable content foundation that could evolve alongside the service.

  2. Lead Content Designer

    Federal Government Department

    Challenge
    Australians relied on digital notifications to understand what they needed to do to continue participating in an essential government employment service. Many were experiencing financial hardship or other vulnerabilities, meaning unclear communication could lead to confusion, missed obligations or unnecessary stress. The challenge was to design content that was clear, direct and actionable, while remaining empathetic and accessible to a diverse audience. The service supports a broad range of participants, including many with additional barriers to employment or varying levels of digital literacy.
    Approach
    I was responsible for the content strategy and governance of a notification system that generated more than 238 million participant communications each year. Every notification was designed around three simple questions: - What does the participant need to know? - What do they need to do? - What happens if they don't? This framework kept every message focused on the user's immediate needs. I applied plain language principles, reduced unnecessary complexity and worked closely with policy, legal and delivery teams to ensure communications were accurate, consistent and easy to act on.
    Outcome
    The result was a consistent, user-centred notification system that helped participants understand their responsibilities and take the right action at the right time. By focusing on clarity, action and consequences, the communications reduced cognitive load, supported informed decision-making and provided people with the information they needed to confidently navigate an essential government service. Across more than 238 million notifications annually, every message was designed with the understanding that clear content can have a meaningful impact on people's lives.

  3. Content Design Lead

    Federal Government Department

    Challenge
    A large government website was undergoing a significant digital transformation to improve how users found, understood and acted on highly technical information. The existing content had grown over many years and reflected complex legislation, industry terminology and inconsistent writing styles. The challenge was to create a more intuitive, accessible experience without compromising the accuracy of critical regulatory information.
    Approach
    I led the content design work for the website transformation, overseeing the content audit, rewrite and migration to a new digital platform. Alongside managing a distributed team of content designers, I established quality standards, provided mentoring and implemented consistent content governance across the project. Working closely with subject matter experts, I translated complex technical and regulatory information into plain language while ensuring the content remained accurate, trustworthy and aligned with user needs.
    Outcome
    The transformation delivered a more consistent, user-centred digital experience that made complex information easier to navigate and understand. By introducing clear content standards, improving governance and building the capability of the content team, the project created a scalable content foundation that supported both users and the organisation well beyond the initial migration.

  4. Senior Content Designer

    Federal Government Department

    Challenge
    A large government website was the primary source of information for businesses seeking guidance, funding and support during a period of significant economic uncertainty. Information was changing rapidly as policies and programs evolved, making it essential that content remained accurate, easy to find and simple to understand. The challenge was to help business owners quickly access the information they needed to make informed decisions without adding unnecessary complexity during an already stressful time.
    Approach
    I developed and delivered user-centred content across a range of government initiatives, working closely with policy experts, program teams and digital specialists to translate complex information into clear, actionable guidance. I contributed to the content strategy, improved information architecture and applied plain language principles to ensure businesses could confidently navigate services and understand their options. Every piece of content was designed to reduce friction, answer user questions and support people to complete their tasks as efficiently as possible.
    Outcome
    The website provided businesses with clear, trusted and accessible information during a time when reliable communication was critical. By focusing on user needs, consistency and plain language, the content helped people navigate complex government programs with greater confidence while supporting a seamless digital experience across one of Australia's most heavily used government websites.