Paul Graham

Senior content designer with 15 years in central government and regulated services. I plan and run content design work, lead peer review, and own publishing so content is accurate, compliant and accessible. I mentor designers, run collaborative workshops, and champion user-centred design with clear evidence and outcomes. Strong GDS and WCAG practice. Hands on from discovery to live. Calm and collaborative under pressure. Quick to grasp complex policy and turn it into simple, useful journeys and guidance. I work autonomously within clear accountability and deliver to time and quality.

Key Skills
• End to end ownership across journeys, flows and product surfaces, not just wording fixes
• Strategic mindset that connects content decisions to goals, KPIs and long term customer value
• Systems thinking across content libraries, naming conventions, voice and tone, and
design system integration
• Leadership and influence through facilitation, clear rationale and evidence, mentoring and co creation
• User centred practice across research, prototyping, usability testing and data informed iteration
• Craft and clarity with concise, human language adapted for context and audience
• Accessibility and inclusivity baked in with WCAG 2.2 experience and practical fixes from real audits
• Strengths: design system contributions, performance thinking for content, experience supporting localisation, advanced use of AI to accelerate research and prototyping

Selected outcomes
• Raised user satisfaction in a DWP service by more than 70 percent, pairing a GDS-aligned CMS with clearer pathways, and introducing review gates and publishing controls to keep quality high.
• Improved mobile task completion by 44 percent through journey redesign, error patterns and microcopy standards, then embedded those patterns in a style guide and templates for consistency.
• Drove more than 80 percent engagement uplift on business banking features by aligning content with real tasks and setting up peer review so quality stayed high at pace.
• Increased customer interaction by 38 percent through first person customer voice content through peer review that kept tone and quality consistent
• Cut support contacts by about a quarter by fixing information architecture and shipping plain English content with accessibility checks built into the workflow.
• Accelerated research and prototyping with AI, maintaining qualitySenior content designer with 15 years in central government and regulated services. I plan and run content design work, lead peer review, and own publishing so content is accurate, compliant and accessible. I mentor designers, run collaborative workshops, and champion user-centred design with clear evidence and outcomes. Strong GDS and WCAG practice. Hands on from discovery to live. Calm and collaborative under pressure. Quick to grasp complex policy and turn it into simple, useful journeys and guidance. I work autonomously within clear accountability and deliver to time and quality. Key Skills • End to end ownership across journeys, flows and product surfaces, not just wording fixes • Strategic mindset that connects content decisions to goals, KPIs and long term customer value • Systems thinking across content libraries, naming conventions, voice and tone, and design system integration • Leadership and influence through facilitation, clear rationale and evidence, mentoring and co creation • User centred practice across research, prototyping, usability testing and data informed iteration • Craft and clarity with concise, human language adapted for context and audience • Accessibility and inclusivity baked in with WCAG 2.2 experience and practical fixes from real audits • Strengths: design system contributions, performance thinking for content, experience supporting localisation, advanced use of AI to accelerate research and prototyping Selected outcomes • Raised user satisfaction in a DWP service by more than 70 percent, pairing a GDS-aligned CMS with clearer pathways, and introducing review gates and publishing controls to keep quality high. • Improved mobile task completion by 44 percent through journey redesign, error patterns and microcopy standards, then embedded those patterns in a style guide and templates for consistency. • Drove more than 80 percent engagement uplift on business banking features by aligning content with real tasks and setting up peer review so quality stayed high at pace. • Increased customer interaction by 38 percent through first person customer voice content through peer review that kept tone and quality consistent • Cut support contacts by about a quarter by fixing information architecture and shipping plain English content with accessibility checks built into the workflow. • Accelerated research and prototyping with AI, maintaining quality