Timeline
September 2023 - April 2024
Client
Ontario Digital Service
Role
User Experience Designer (co-op)
Ontario Digital Service internship
This writeup draws on my experience as a design intern with the Ontario Digital Service, an internal design agency operating within the Government of Ontario. My work was heavily grounded in UX research and service design for several government ministries. **Note that most of my work revolved around sensitive information, so detailed case studies and visual assets are not included on this page or are used minimally.
Who is Ontario Digital Service?
The Ontario Digital Service (ODS) ranges from designers, technologists, and government experts who work together to deliver user-centred products and digital services. The team collaborates with ministry partners to deliver simpler and easier government services to our citizens.
A personal sentiment
Working with the Ontario Digital Service (ODS) team has been one of my most transformative experiences as a designer. I have been fortunate to contribute to several ministry projects to improve the user experiences for Ontario government products and services.
One of the best things about working in the lab is that you're held to the same standards as other designers, which has enabled me to adopt several skills, understand government processes, collaborate with stakeholders, and take part in redesigning meaningful experiences.
A typical design process
What did i actually do there? I'll break it down
For over 3 projects, I created and implemented user research plans that were later used to lead project processes, including identifying problem spaces, determining research metrics, determining and implementing recruitment strategies, facilitating user sessions, conducting data analysis, and final reporting.
Determining problem spaces
With many things being new and unfamiliar to me, I conducted preliminary research and environmental scans for similar projects, both within and outside Ontario government operations. This helped me to better understand service goals, service delivery standards, and identify research gaps and questions.
Finding our users
I created screeners using Alchemer that were distributed to corresponding user groups. Using these surveys, we collected relevant information to ensure users fit participation criteria. This helped with future scheduling and ensuring that users accurately capture the diversity and intersectional experiences of Ontarians.
Understanding research findings
Interview data was captured using self-created templates to guide our interviews and organize information. Using Miro, y team and I were able to collaborate on note-taking, highlighting themes, identify pain points, and determine areas of success. After sessions were complete, my team and I used these templates for data cleaning, thematic analysis, and storytelling.
Crafting out stories
Using our data, themes, and insights, our team approached our solutions and recommendations through effective storytelling. This included using personas, journey maps, service blueprints, or visual assets (i.e. sketches, mockups). This approach has helped to encapsulate the impacts of the current state, as well as the emotional and physical impact to our users.
How did it go?
Taking a look back…
All of my projects have been well received by ministry stakeholders and partners. Through clearly built-out reports, our findings clearly highlighted our understandings of the problem state, high-level insights, detailed findings, and corresponding recommendations. Our final deliverables included user journeys, mockups and sketches of digital redesigns.
Personal learnings
Pushback DOES happen
Timelines and strategy don't always go as planned, especially when you are collaborating with external teams. Specifically, user research reviews, approvals, and recruitment can take much longer than anticipated. Agility and communication are therefore integral to a successful design process.
Navigating unfamiliar workplaces can be overwhelming
Prior to working in government, I was unfamiliar with their processes and expectations. I gave myself grace to learn, ask questions, and take initiatives in unfamiliar spaces. This helped me navigate this learning curve in a short time.
Effective communication is truly powerful
Users shared that they cannot rely on prompt and convenient answers by filling out an email form. As a result, users shared that they are more inclined to call the first number they see to address their inquiries.
