Service Canada
A mobile application for applying the government services and benefits.
- Role
- Product design
- Design tools
- Figma, FigJam
- Timeline
- 1 week
Overview
I feel frustrated experience applying for the Social Insurance Number( SIN Number) when I first arrived in Canada. Waiting in line for more than two hours is definitely not ideal.I took the initiative to explore the process and find the solution.
Problem
During the document application process at the Service Canada Centre...
- Uncertain processing times due to a paper rolling queue system
- Communication through voice, person-to-person, leading to potential misunderstandings
- Inattentiveness of some individuals causing missed turns in the queue
How might build a monitoring system to display anticipated wait time?
Design and Solution
01 Skip the line with the Service Canada Waitlist Application.
- No need to wait in the physical line. Arrived at Service Canada Centre shortly before your estimated turn.
02 2-step verification when create the new account
- Ensure the safety and security of your personal information. Provide the password and verify it via email.
03 Notification to you everywhere
- The app will notify you when your turn is approaching, giving you the freedom to wait remotely until then.
Research on website
Finding Quantitative data on Statistics Canada.
I researched a diverse group of people, including Canadians, immigrants ,and international student to gather statistics on their work and study in Canada.
- +493K
- Immigrant in 2021-2022
- 10.2%
- International student enrolments in universities, Canada
- 19.5%
- International student enrolments in colleges, Canada
- 20M
- Employment in Canada
Observing the actual location
Observing the behavior and environment at the Service Canada Centre.I identified three significant main topics.
- Technology
- Environment
- Emotional
User journey map
Tell the current flow “when the user walk-in to get the service at Service Canada Centre"
The super-powered method to comprehend user sentiment during their actions involves two tasks: queuing and calling names.
These actions are significant for enhancing the user experience in this scenario.
User story
Stakeholder mapping
I researched information form the Government of Canada and identified five main stakeholders of Service Canada. Additionally, through on-site observation, I identified the three primary stakeholders. Furthermore, I concentrated on the primary service stakeholder and service provider.
Representation in Service Canada project
Flows
New flow in new application
After exploring ideas for features in the mobile application.I prioritized the primary feature based on observing the user behavior at the actual location.
Design system and accessibility
According to the government service guidelines, my focus is on ensuring extreme accessibility for users. The Government of Canada's website emphasizes three mandatory elements: color, typography, and layouts
Final Design
What I’ve expected and learned
Reflecting on this project after completion.
I spent a week to research and mock-up prototype. Here’s my reflection.
01. This project is unrelated to the government service of Canada. I spent a week developing the MVP product.
02. I practiced visual design and adhered to the design systems of the Government of Canada.
03. The mobile design system is not in place. According to the design system of the Government of Canada, there is no specific mobile design system. Consequently, it is quite challenging for me to maintain consistency and control in the right way.