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After completing a draft for a digital learning booklet for a company, feedback was given that the reading level was too high for the target audience and needed to be significantly lowered even though the analysis on the target audience gave no indication that this would potentially be the case. To add context, the customer called out several words as examples the target audience may not be familiar with.
Attempts to lower the reading level while retaining both meaning and brevity were met with only partial success. A check on the skill sets of the team found a member of our QC department who also specializes in English Second Language (ESL) who was brought on to the project to rewrite the booklet from an ESL perspective. Even though the reasoning for the customer wanting to lower the reading level was not due to the target audience overwhelmingly being ESL readers, this approach shift was very useful for the rewrite.
The rewritten booklet and its reading level were able to capture the meaning and length of the original and was satisfactory for the customer.