Plain language
Our goal is to use plain language in everything we do − on the website, in writing, even on the phone. See how we’re cutting the jargon, using larger type, and making other changes to make our information easier to read.
Redesigned website around user needs
Our website is organized around our customers’ needs and uses best practices in web design to work better on phones and tablets. We also looked at data on the most popular information on our website and made it easier to get to those pages. Other improvements to the new site include:
- A focus on plain, easy to understand language.
- A reorganization of the Agents/Adjusters section to make it easier to apply for a license, renew, or update information.
- Larger type, a simpler design, and improved search feature to make it easier to find information.
- Works better on your phone!
Before:
After:
Rewriting our letters, forms to be easier to read
We created a centralized review process for letters, forms, and other materials to improve readability. Hundreds of forms and letters have been revised to simplify the language and improve the format. We also developed templates for forms to improve consistency. To see how we’re cutting the jargon and making our information easier to read, check out these before and after examples.
Other improvements include:
- Created a Plain language resources webpage.
- Created a virtual focus group to help us review our consumer materials.
- Launched TexasHealthcareCosts.org where Texans can find the cost of common surgeries, tests, and other procedures by ZIP code.
- Developed a shopping guide to help consumers select a health plan that best meets their needs. We used a Google campaign so that people looking for health insurance would see a link to the shopping guide.
- Reworked the complaint and mediation pages to make it easier for consumers to understand their options to resolve a problem. We also expanded the list of legal resources available for consumers with issues beyond TDI’s regulatory authority.
- Updated the complaint portal so that consumers no longer need to print out and send in the authorization to disclose information form. Now, when consumers are filing a complaint through the portal, they can click “I approve.”
- Developed an online toolkit to help cities and counties prevent contractor fraud after a storm.
- Improved internal communications with weekly staff updates, an online suggestion and question center, and a monthly newsletter with management tips. We also schedule regular events that provide opportunities for staff to hear from executive management and ask questions.