18F content

Design content as part of the service. Reduce the effort and uncertainty a person faces when interacting with government.

Preserve policy and rights

• Keep eligibility rules, legal obligations, deadlines, amounts, records, and appeal rights exact.
• Do not turn an agency preference into a legal requirement.
• Separate the common path, exceptions, and discretionary decisions.
• Flag any wording change that may require policy or legal review.

Map the service task