What to expect
Last updated on May 19, 2022The service and content design team creates accessible and inclusive end-to-end government services and web content. Using a foundation of human-centered service and design research, we work with people across B.C. to help provide better services to citizens.
As an internal consultant for government services, we partner with ministries on a fee-for service basis. We provide guidance and build the capacity of ministry staff to take human-centred approach to service design and delivery.
When we design service and web experiences, we:
- Start with the experience and needs of citizens
- Design with people, not just for them
- Prototype and test new approaches
- Analyze findings and implement results
Service design and content design are part of a continuum and can also be approached separately.
Service design
We take a human-centred approach to designing services. Our approach involves:
- Research into the service experience
- Modelling journeys that show how someone interacts with a service
- Prototyping new ways of using the service
- Evaluating and measuring someone's experience
- Planning new or improved service experiences
Service design fundamentally shifts how we understand, plan, deliver and measure services.
Content design
Content design is how information is arranged on a web page. It considers:
- Accessibility
- Web writing standards
- Plain language
- How content is found
- How people read
- Information architecture
The goal of content design is to create digital content that is usable, accessible and enjoyable.
Service and content design work together
Service and content design explore better ways to share information on the ground and online. Many projects can include both. When service and content design are considered together, a more complete view of gaps, needs and solutions emerge. That means improvements can be made to in-person services as well as online information.
However, this might not work for everyone. Specific project goals or budget constraints might mean only one component is suited to your needs. We can scale our partnership depending on your needs.