Meg Peters
Content Strategy + UX Design

I create intuitive designs and write in plain language by working with the people who use the online experiences I help build.

For 15+ years, I've designed large, high-profile websites, applications, and products for government, non-profit, and private organizations.

 

Experience

United States Digital Service (USDS)

2016 - Present

Digital Services Expert

  • At the U.S. Citizenship and Immigration Service (USCIS), I’m leading content strategy for initiatives related to asylum. We’re improving the experience for people who seek asylum in the U.S., using multiple ways to communicate with them.
  • At the Small Business Administration (SBA), I worked with two programs that help small businesses get government contracts:
    1) The 8(a) Business Development program needed its "annual review" form put online for the first time. This required writing and designing the questions and the flow and assisting with user research.
    2) The HUBZone program needed its application redesigned and moved from a legacy system. Since the program has complex rules, the design included complicated logic and flows.
  • At the IRS, I led user research and information architecture. Our small team built a prototype for redesigning IRS.gov with content for tax records and the Earned Income Tax Credit. We designed for people with low literacy using the U.S. Web Design Standards, a mobile-first approach, and plain language.
Library of Congress

2010 - 2016
2006 - 2007

User Experience Lead (Contractor with CACI First Five Years)

  • Created user-centered information architectures for Congress.gov and other Library sites. Deliverables included content inventories, site maps, wireframes, concept models, task flows, use cases, personas, and functional specifications.
  • Worked closely with the project manager, technical architect, and team to define the requirements for each Congress.gov release (every one to three months).
  • Designed the information architecture and compiled content for the first cultural theme month sites (African American History, Women's History, and five more).
  • Guided teams through content strategy and content migration for numerous Library sites, helping content providers improve and manage content.
  • Inventoried all public and internal Library web content (almost 850 sites).
  • Gathered web analytics and assisted with user research.
  • Coordinated visual design and collaborated on responsive design for mobile.
American Institute of Architects (AIA)

2008 - 2009

Director of User Experience (2009)
Independent Consultant (2008)

  • Redesigned the information architecture for AIA.org and 300 AIA chapter sites, conducted user research, art directed, and helped steer AIA.org site strategy.
  • Managed two visual designers and a front-end designer/developer.
Marriott International

2005 - 2006

Senior Content Strategist (2006)
Senior Information Architect (2005)

  • Performed a competitive analysis of the “find a hotel” search for Marriott.com and five major hotel sites.
  • Redesigned the “join” form for Marriott Rewards, reducing form length by 47% and shortening the process to one step.
  • Designed Marriott.com personalization for Marriott Rewards members and produced a competitive analysis of "remember me" personalization on major sites. Published "Guiding Principles for Providing 'Remember Me' Personalization."
Aquilent

2004 - 2005

Senior Information Architect and User Researcher (Contractor at Department of Health and Human Services)

  • Re-architected the top levels of the 18,000-page HHS intranet. Interviewed 24 users, wrote personas, and guided the content audit. Co-authored a gap analysis that compared the existing intranet with current user needs.
  • Conducted usability testing in the Usability.gov lab: card sorting and task-based testing of the existing intranet versus the new design. Overall task success rates improved 36%. Cost savings from productivity gains were estimated at $636,584.
National Association of Realtors (NAR)

2002 - 2004

Information Architect (2003 - 2004)
Content Editor (2002 - 2003)

NAR, a former client, hired me after my previous employer, Iconixx, closed in DC.

  • Directed and performed information architecture work and usability testing for the full redesign of Realtor.org. Met all first-year goals:
    1) Unique visitors increased 50% and repeat visitors doubled.
    2) Online product sales rose 30-50%.
    3) Conference registration went up 25%.
    4) Website registration increased 50%.
  • Authored the project plan and played a pivotal role in defining site strategy, budget, and web team structure.
  • Hired and managed freelancers: an information architect and a visual designer.
  • Wrote and edited Realtor.org content, including breaking news on legislation and NAR's monthly housing indicators.
Iconixx

2001 - 2002

Information Architect

Consulted for NAR and its affiliate, the Council of Residential Specialists (CRS).

  • Re-architected the top levels of Realtor.org, incorporating 56 websites for various groups and programs within NAR. Produced a content audit, interviewed users and subject-matter experts, user tested concepts, and coordinated visual design. Received Iconixx's Employee of the Quarter Award for this work.
  • Designed a user-centric information architecture for CRS.com that won the Web Marketing Association’s "Standard of Excellence Award" and increased site traffic substantially. Conducted user research and oversaw content migration and editing.
Early Work

1989 - 2001

Wrote and designed for web and print:

  • Independent Consultant (2000-2001)
  • Web Designer | Maden Tech Consulting, Inc. (1999-2000)
  • Copywriter (1994-1998) | Graphic Designer (1991-1994) | The Washington Post
  • Graphic Designer | Promisloff Casem, Inc. (1989-1991)

As a print designer at The Washington Post, I was awarded the Maryland-Delaware-DC Press Association Award for First Place, Local Retail Campaign for WMAL Radio.

 

Education

Rhode Island School of Design (RISD)

1985 - 1989

Bachelor of Fine Arts in Graphic Design

Took courses towards RISD degree at Brown University and Old Dominion University.

Goucher College

2006 - 2009

Graduate Certificate in Historic Preservation

Studied at National Trust for Historic Preservation and College of Charleston.

 

Publications

 

Contact

Meg Peters