Improving Access To Government Services Through Design
at ConveyUX 2020
Type
talk
Describes how research, service design and content design helped Canadian veterans find relevant benefits online.
People
Michelle Ngai
Methods
Service DesignService design examines how people, tools and organisational processes work together to deliver an experience. Map the customer-facing steps alongside the staff activities, policies and systems that support them, often using a service blueprint. Bring the relevant teams together to identify broken handoffs, duplicated work and conflicting responsibilities, then coordinate changes across the service. Use it when problems span departments or channels and cannot be resolved through interface changes alone. Include employee experience because internal constraints shape what customers receive.