Improving Access to Government Services through Design

Having to admit you need help is a tough thing to do. It could deter you even more if access to services that provide that help is difficult. So when government services are sometimes the only option for people to turn to, it’s important to lower any barriers.

In this talk, I will go into the work I did with the Canadian Digital Service on creating an online tool to help Veterans and their family members find government benefits and services. I will demonstrate how we made product decisions with Veterans along the way and continually iterated on the interface and content to increase awareness of benefits and decrease the stigma of needing help.

You’ll learn

  • How Agile methodology, user research, service design and content design all worked together to improve access to government services for people in vulnerable situations
  • How to keep accessibility and Canada’s bilingualism as a priority when developing products

Strategy View Full Agenda
Location: Room TBA Date: March 3, 2020 Time: 4:00 pm - 4:45 pm photo of Michelle Ngai

Michelle Ngai

Canadian Digital Service