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

Web renewal is about you too, not just your content

As a content strategist working on Canada.ca, I work with government departments who want to understand how the new site will support their content. They want to know for example which template to use, the best practices for writing page titles, or how to format lists.

Aside from these practical concerns, there’s an equally fundamental issue to consider as departments prepare for the move to a single federal government website. read more

GC Web Usability Resolution 2: Think by topic, not owner.

(part 2 of 5)

Historically a common tendency when architecting government websites, especially intranet sites, has been to organize information by the structure of the institution, or rather, by who owns the information. At first glance this can often seem like a logical approach to organizing web content. And although we are getting much better at moving away from this type of web information architecture (IA); there do, however, remain a number of problems with organizing web content by organizational design that we should keep in mind.

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NN/g Chicago Usability Week 2014

Recently, my colleague Sarah and I attended the Nielsen Norman Group (NN/g) Chicago Usability Week. With what seemed like semester-long courses packed into a couple of days, Sarah and I left Chicago not only feeling impressed by the architecture but also by the wealth of knowledge we managed to cram into our brains in just one week.

So, what did we learn? Here are five takeaways that just start to bring the tip of the usability week iceberg into focus:

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