Making government services more accessible
Design for Ontario Digital Service
Design for Ontario Digital Service
Design for Ontario Digital Service
Overview
Ontario Digital Service’s mission is to build user centred products and services that make interacting with government simpler and easier for people and businesses.
Summary
Summary
As a Senior User Experience Designer, I spearheaded design thinking and research initiatives across multiple ministries, driving the redesign of digital platforms for the Ministry of the Environment and Climate Change and the Ministry of Health and Long-term Care. By collaborating closely with product managers, developers, designers, and content strategists, I delivered user-centered solutions that significantly improved the effectiveness of these critical platforms.
I played a key role in elevating design capabilities across government by authoring training materials and leading over 20 workshops on content strategy, design sprints, design thinking, and user research—reaching employees across 12 ministries.
To further strengthen design collaboration, I co-founded a Service Design Guild, which brought together 60+ designers through monthly meetups, and helped organize a government-wide Unconference, attended by over 500 employees.
As a Senior User Experience Designer, I spearheaded design thinking and research initiatives across multiple ministries, driving the redesign of digital platforms for the Ministry of the Environment and Climate Change and the Ministry of Health and Long-term Care. By collaborating closely with product managers, developers, designers, and content strategists, I delivered user-centered solutions that significantly improved the effectiveness of these critical platforms.
I played a key role in elevating design capabilities across government by authoring training materials and leading over 20 workshops on content strategy, design sprints, design thinking, and user research—reaching employees across 12 ministries.
To further strengthen design collaboration, I co-founded a Service Design Guild, which brought together 60+ designers through monthly meetups, and helped organize a government-wide Unconference, attended by over 500 employees.
As a Senior User Experience Designer, I spearheaded design thinking and research initiatives across multiple ministries, driving the redesign of digital platforms for the Ministry of the Environment and Climate Change and the Ministry of Health and Long-term Care. By collaborating closely with product managers, developers, designers, and content strategists, I delivered user-centered solutions that significantly improved the effectiveness of these critical platforms.
I played a key role in elevating design capabilities across government by authoring training materials and leading over 20 workshops on content strategy, design sprints, design thinking, and user research—reaching employees across 12 ministries.
To further strengthen design collaboration, I co-founded a Service Design Guild, which brought together 60+ designers through monthly meetups, and helped organize a government-wide Unconference, attended by over 500 employees.
Design team
Dana Patton, Service Designer
Lee Fay, Sr. Content Designer
Noelle Campbell Smith, Interaction Designer
Bertha Chan, Experience Designer
Nadia Khvan, Research Co-op Student
Timeline
2017-2018
Key projects
I worked on many more projects during my time at the Ontario Digital Service; if you're interested in hearing about any of them please reach out.
I worked on many more projects during my time at the Ontario Digital Service; if you're interested in hearing about any of them please reach out.
Improving the online application process for long term care homes in Ontario
Business need
The Ministry of Health and Long-term Care (MOHLTC) were struggling with an outdated, fragmented, and overly complex online application process for long term care homes in Ontario. With care homes under scrutiny the Liberal government was happy to support this initiative and came to Ontario Digital Service for help.
Goal
Simplify and modernize the online application process for long-term care homes in Ontario to create a seamless, user-friendly experience that makes it easier for all Ontarians to find and access quality care for themselves or their loved ones.
Personal challenge
We faced significant challenges as we consolidated information from six different sites into a single, streamlined experience on Ontario.ca. The fledgling Ontario.ca design system and outdated legacy infrastructure made even basic navigation functionality difficult to implement and despite working in two-week sprint cycles, the project ended up feeling like a marathon.
The sense of accomplishment was immense when we received final sign-off from the Minister of Health herself. However, just weeks before completion, the project was put on hold when the new conservative government took office.
Business need
The Ministry of Health and Long-term Care (MOHLTC) were struggling with an outdated, fragmented, and overly complex online application process for long term care homes in Ontario. With care homes under scrutiny the Liberal government was happy to support this initiative and came to Ontario Digital Service for help.
Goal
Simplify and modernize the online application process for long-term care homes in Ontario to create a seamless, user-friendly experience that makes it easier for all Ontarians to find and access quality care for themselves or their loved ones.
Personal challenge
We faced significant challenges as we consolidated information from six different sites into a single, streamlined experience on Ontario.ca. The fledgling Ontario.ca design system and outdated legacy infrastructure made even basic navigation functionality difficult to implement and despite working in two-week sprint cycles, the project ended up feeling like a marathon.
The sense of accomplishment was immense when we received final sign-off from the Minister of Health herself. However, just weeks before completion, the project was put on hold when the new conservative government took office.
Results
70% increase in user satisfaction
15% increase in application requests
53% higher engagement
Results came from a small scale beta launch.
Percentages are not statistically significant.
Results came from a small scale beta launch. Percentages are not statistically significant.
Service design to protect Ontarians right to consult on environmental issues
Service design to protect Ontarians right to consult on environmental issues
Business need
The Ministry of the Environment and Climate change is responsible for hosting the Environmental Registry. The site (which started out as a digital forum) expanded exponentially over the years, but the design had not kept pace. The site was plagued with hundreds of usability issues which were impeding Ontarians right to comment on government initiatives that impact the environment.
Goal
Rebuilt the registry from the ground up by focusing on user needs. Make the online consultation process more user friendly and less bureaucratic.
Personal challenge
There is such a thing as too much research. With over 3000 minutes of interview time with 41 different users the team were struggling to define next steps. Most of my work in the first few weeks on this project was spent synthesizing research which meant left less time for design and testing.
Business need
The Ministry of the Environment and Climate change is responsible for hosting the Environmental Registry. The site (which started out as a digital forum) expanded exponentially over the years, but the design had not kept pace. The site was plagued with hundreds of usability issues which were impeding Ontarians right to comment on government initiatives that impact the environment.
Goal
Rebuilt the registry from the ground up by focusing on user needs. Make the online consultation process more user friendly and less bureaucratic.
Personal challenge
There is such a thing as too much research. With over 3000 minutes of interview time with 41 different users the team were struggling to define next steps. Most of my work in the first few weeks on this project was spent synthesizing research which meant left less time for design and testing.
Results
31% increase in usage
77% increase in user satisfaction
25% increase in number of comments submitted