Natalie Shaw

Experience

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  Delib

  Peer advisor

  Jun 2023 - Present

  Trusted by 500+ government organisations and public bodies around the world. Delib helps improve democracy for both governments and citizens.

  • Upskilling content designers and sharing best practices to help a small team define their now, next and later roadmap.
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  Content Design London

  Course Facilitator

  Apr 2023 - Present

  Consultancy and courses by Sarah Richards, creator of the #ContentDesign discipline for GDS and author of Content Design.

  • Teaching and developing content design courses, both in-person and remotely.
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  Headway

  Content Design Lead and Taxonomist

  Nov 2022 - Present

  Rewiring a new mental healthcare system for access and affordability.

  • Setting up content design, hiring, and defining style and content standards. Working on insurance benefits, issue taxonomy, chatbots, UX to help people find a therapist, helping therapists efficiently take notes and more.
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  Public Digital

  Service designer

  Jun 2023 - Jul 2023

  Digital transformation is the act of radically changing how your organisation works, so that it can survive and thrive in the internet era. We are a consultancy that can help make it happen by working directly with your leaders and teams.

  • Service design consultancy on an early-stage discovery project based in the Americas. Developed a prioritisation framework and designed scoping workshops to help a team identify an exemplar to move forward to alpha.
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  Integrity Institute

  Editor

  Mar 2023 - Apr 2023

  We are a community of integrity professionals protecting the social internet

  • Edited a presentation and report on elections integrity.
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  Sidechat

  Product/content designer

  Dec 2022 - Feb 2023

  Sidechat is the best way to connect with your college

  • Designed core integrity experiences to keep this anonymous sharing platform safe.
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  Projects by if

  Content and Service Design Lead

  Sep 2022 - Nov 2022

  IF is a technology studio, specialising in ethical and practical uses of data and AI

  • Speculative design project for Google, focused on AI.
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  Digi2al Ltd

  Design Sprint Facilitator

  Aug 2022 - Aug 2022

  Building better and inclusive digital services, around user needs and using design thinking to solve difficult problems.

  • Planned and led a 5-day design sprint for the Met Police, exploring change management process and org design. This was the first time the 20+ attendees had participated in a design sprint or worked with design thinking.
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  Harambee Youth Employment Accelerator

  Behavioural Change Expert and Scriptwriter

  Jul 2022 - Nov 2022

  A not-for-profit social enterprise building African solutions for the global challenge of youth unemployment.

  • Defined strategy and designed scripts for video content that compels young people in South Africa to apply for casual work in a challenging market.
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  Meta

  Principal Content Designer, Customer Support

  Mar 2021 - Jul 2022

  Our mission is to give people the power to build community and bring the world closer together.

  • I was a founding member of our Customer Support org, leading content and service design. I defined short, medium and long-term strategy on how we provide effective customer support for 3 billion users. Learn more: https://www.theverge.com/2021/12/10/228
  • Design leader in integrity, trust and safety between 2017 and early 2021 - focused on product experiences relating to content moderation across Facebook, Instagram and Messenger, tackling some of the biggest issues across the internet and society.
  • Built 0-to-1 experiences including user reporting, warning screens, takedown experiences and the Oversight Board, and supported strategy around global elections, plus our COVID-19 response.
  • Created and maintained a design system, which was reused (and supported in code) by 15+ teams. In doing so I scaled research and data-backed best practices.
  • Built cross-functional teams focused on user-centred policy design.
  • My work directly led to behavioural change (8%+ global reductions in hate speech), million-dollar savings, improvements in the perception of fairness and new industry standards.
  • Joined Facebook London as the first local Content Design hire. I led content design for our v0 launches of Facebook Stories, Instagram Stories, camera effects and Spark AR Studio - including naming, onboarding, localisation, growth and upsells, and go-to-
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  Citizens Advice

  Product Manager and Content Design Lead

  May 2015 - Feb 2016

  the citizens advice service helps people resolve their legal, money and other problems by providing free information and advice, and by influencing policy makers. our principles: the citizens advice service provides free, independent, confidential and impartial advice to everyone on their rights and responsibilities. it values diversity, promotes equality and challenges discrimination. our aims: * to provide the advice people need for the problems they face * to improve the policies and practices that affect people’s lives

  • I managed a small team to transform content on consumer rights, reducing 950 articles down to 30 and increasing utility, SEO and clarity along the way
  • I drove an overhaul of immigration content for advisers in bureaux around the UK, helping volunteers navigate their way to answering the top incoming questions.
  • In my hybrid role, I was responsible for unblocking fellow content designers, scoping and helping teams prioritise work, sprint planning, validating user needs and commissioning research - as well as mentoring the broader product team and creating quality
  • I took a methodical approach to breaking down complex law and policy in order to advocate for a needs-first, streamlined redesign.
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  Hm Revenue & Customs

  Senior Service and Interaction Designer

  Jan 2015 - May 2015

  We are the UK’s tax, payments and customs authority. We collect the money that pays for the UK's public services.

  • I founded and built up a design team of 5, bringing design to the forefront of HMRC's digital transformation.
  • I built up a community of practice and strong working relationships and sharing practices across the design disciplines.
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  Government Digital Service

  Senior Content Designer

  Feb 2013 - Dec 2014

  Leading the digital transformation of the UK government.

  • I was part of the award-winning team that won the Design Museum's Design of the Year 2013 and black and yellow pencils (for content) in the D&AD Awards 2013. I worked on user experiences crucial to millions of people in the UK - including passports, Child
  • I was responsible for launching GOV.UK and transitioning hundreds of agencies (eg HM Courts and Tribunals Service) onto the government's revolutionary single domain.
  • I got to grips with thorny subject material quickly and turned it all into easy-to-digest plain English. I directly managed a team and was responsible for program management and content quality.