Case Study: Improving Content Clarity and User Experience on CBP.gov

Intro

This case study highlights my work contributing to the ongoing improvement of CBP.gov, with a focus on content clarity, accessibility, and user experience.

Overview

As a Communications Specialist, I support the management and optimization of CBP.gov, a high-traffic public website serving a diverse audience.

The Challenge

CBP.gov contains large volumes of complex, technical, and policy-heavy content. Many pages were:

• Difficult to scan and navigate

• Inconsistently structured

• Not optimized for user engagement

• Challenging for general audiences to understand

My Approach

• Reviewed and refined content to improve readability

• Applied accessibility (Section 508) standards

• Collaborated with stakeholders to align messaging

• Used analytics to guide improvements

• Supported structured publishing workflows

The Outcome

• 20% reduction in bounce rates

• Improved content clarity and usability

• Enhanced user experience across key pages

• Increased accessibility compliance

Key Takeaways

Balancing accuracy with clarity is essential. By focusing on user needs and structure, content becomes more usable, accessible, and impactful.