Turning technical AI guidance into simple bilingual resources for the social care workforce

What was the problem?

Social Care Wales is the organisation that regulates and supports social care in Wales. Their staff, working with a pilot group of volunteers, had written an AI guide for the sector. It set out clear advice on where AI can help and where to be careful, and it was thorough. The problem was making it simple and easy to understand. The people who most needed it were busy care workers, and a long technical document wasn’t going to be the thing they picked up.

Social Care Wales asked us to turn the guidance into something people could use in the gaps of a working day. The brief we set ourselves was: easy to find, easy to understand, easy to act on.

What we made

Working from the core themes of the guide, we produced a set of resources that help people learn what AI is and why it matters to social care, understand the main principles for using it responsibly, think about informed consent, and spot the places where it could genuinely support their work.

• A short animation, in Welsh and English, with a full transcript
• Six A3 posters covering the dos and don’ts, produced in both languages
• A bilingual interactive slide deck for training sessions and team meetings
• Twelve social media graphics in each language

The animation and the posters are now published on Social Care Wales’ Insight Collective site:

• Animations
• Posters

Designing with the sector

We used a service design approach, which meant starting by gathering feedback from real users. Our discovery phase involved reviewing the existing guidance and meeting Social Care Wales staff and stakeholders to dig into  the themes that mattered most.

The work was delivered by a multi-disciplinary team covering content writing, graphic design, media production and training. We used trio writing throughout, which brings a content designer, a subject expert and a translator onto the same piece of content from the start, so the Welsh is written alongside the English.

Testing and making changes

We held a feedback session in Cardiff  and brought draft posters and two draft video scripts with us. The poster feedback covered layout, clarity, imagery and how the resources would be used. On the animation scripts, people asked us to cut back the technical language and use more supportive phrasing.

The biggest change came from a question we had not expected. The brief was for two separate videos, one for the dos and one for the don’ts. People told us that  this didn’t make sense to them. If they wanted to learn about AI, they wanted to watch one video, even if it ran a bit longer. So we made one longer animation covering both, and produced it in Welsh and English.

A second round of feedback followed with a group of Social Care Wales staff who were already familiar with AI and the policy document, which let us test the details rather than the basics.

What we took away

Social care is a person-focused sector, and personal language matters. Regular check-ins and a flexible way of working meant we could act on what we heard instead of noting it for next time.

We can help you tell your story in a way that people can understand and act on. If you have guidance, a policy or a body of expertise that is not reaching the people it was written for, we would love to help you reach them. Get in touch auguste@promo.cymru