Category: User Experience


The Case for Business Process Management

We’ve seen a clear trend on many of our service design projects. Everybody is talking about the importance of adopting a client-centric approach. It makes sense, after all, to position the client at the centre of our service design efforts.  But doesn’t it also make sense to include Business Process Management (BPM) in our early planning activities? read more

Five Strategies for Moving Forward on Digital Transformation for Government

How government interacts with its citizens and stakeholders, particularly through digital channels like Canada.ca, is creating an opportunity to think about digital transformation in a new context. What does it mean for government to change the way it organizes, processes, engages and makes decisions about its online services and information? read more

You’re reading this: the case for content strategy

I’m going to share a secret from nearly twenty years of working on the web. Peel the lid back on a major website build, and you’d be forgiven for wondering whether the efforts going into planning, creating and managing the written word are commensurate with the effort going into technical or structural aspects of the project. Put another way: visitors to a site are there for the content. Those who build sites end up putting plenty of time into other aspects of the project first. So why aren’t we putting more effort where the impact is greatest?

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What’s Your Angle? The Many Benefits of Faceted Classification

Time and again, faceted classification has proven itself to be a flexible and accommodating way to find information. Countless e-commerce sites on the Internet, as well as mobile apps, have made faceted browsing the preferred means of navigating a domain of information, especially those with which one is not totally familiar. Government departments and agencies can benefit from this by leveraging user (civil servants, but also everyday citizens) familiarity in this type of information seeking behaviour (Amazon, eBay, etc.) in their daily lives. read more

A firsthand experience with Denmark’s eGovernment strategy

Lost in the blue water between Norway, Sweden and Germany, you’ll find a cluster of islands and a peninsula known as Denmark, but don’t be fooled, this country is anything but off the map. With over 5 million citizens, Denmark is currently ranked as the happiest country in the world by the UN in their World Happiness Report, where Canada is sixth on the list. Denmark seems to have a good understanding of how to please their citizens, so what can be contributing to this overwhelming happiness of citizens? I wondered if it could relate their public services, sustainability, or bicycle culture? read more