Reimagining the FTC’s customer experience
The Federal Trade Commission protects American consumers from scams and identity theft. But its digital presence wasn’t helping achieve that mission.
Challenge
Everyday consumers were the FTC’s largest audience. But they had to navigate a fragmented ecosystem of 200,000 pages to complete top tasks. Instead, FTC.gov prioritized power users like attorneys. Brand identities and navigation systems were inconsistent across products.
What I did
Proposed and won discovery contract
Led multidisciplinary design research team
Outlined vision for reimagined experience
Won contract to modernize 5 products
Project managed experience design phase
Created new voice, tone and style guide
Delivered new IA, UX and design system
“Marc does an exceptional job explaining complicated subject matter and navigates tricky conversations… to make tough decisions with ease and grace.”
Alex Gordon, Program Director, Huge
Results
I project managed the design phase of the transformation. We delivered content, design, IA and UX on time and on budget.
The new platform prioritizes consumer information and tasks. A new Legal Library gives power users exactly what they need. And we’ve given 30+ content creators across 5 products the tools to speak with 1 voice.
Visit the new FTC.gov →
Reimagined, consumer-first FTC.gov
Research-backed quick actions help consumers accomplish top tasks
New navigation system prioritizes consumer needs rather than agency structure
Content-rich mega menus encourage discovery and offer both topic- and task-based options
New storytelling content emphasizes FTC’s mission
Innovative Legal Library streamlines experience by giving power users focused functionality