I am currently the Content Director at Today.What is content at Today?Designers at heart, the content team use co-design, design research, prototyping, and experience design to get to human-centred outcomes.We are T-shaped designers – we have broad design knowledge and use human-centred design to solve problems creatively, yet lean into and contribute deep specialist knowledge as content designers, content strategists, communications specialists, UX writers, copywriters, information architects, and content operations specialists.What do you do?I practice a style of design I call content experience design, drawing upon my time as a copywriter, service designer, UX designer, brand strategist, and communications specialist.Content experience design is an approach to designing a unified customer experience – but instead of preferencing the visual experience (like an experience designer might), or the service interactions (like a service designer might), a content experience design preferences messages and meaning.I subscribe to the idea of content design as defined by Sarah Winters, but do not believe there is enough discussion about the design of content as an experience across a journey, how a content designer might go about this, and how a content designer might influence major service-level change within organisations.What is Today?Today brings together creative individuals (designers, strategists, developers, producers) and tasks them with resolving challenging problems within complex systems.Systems, institutions, and services we rely on to live good and fair lives are riddled with inefficiencies. There is no end to smart, capable, and visionary people within these systems that want to improve them (you may be one of them) but these people also often lack access to the momentum, tools, or influence they need to bring about real change.How is Today's approach different to other agencies?Today is not a typical UX, design, or marketing agency. We look at behaviour change, systems change, and organisational change. We are interested in how communications in particular can influence change (whether a website, digital product, poster, journey map, strategic documentation, etc) and think deeply about how information is absorbed, distributed and amplified by people within systems.Measuring the success of change at this level is not as simple as measuring conversions along a funnel (although this can play a role). This makes it challenging! But also rewarding. Especially when the stars align and things change, at least a little.