Registering for status and getting and renewing status cards are two of ISC’s most important services. Users were telling us they were overwhelmed by the amount of information on the page. The content hierarchy also didn’t match how users were completing the steps in the application process. We needed a way to chunk out the content so that users were getting the right amount of info in the moment when they needed it.

This project uncovered issues that weren’t restricted to the web content, but were symptoms of bigger underlying service design issues and led to my participating in a Canada School of Public Service digital accelerator program to further address these issues with digital solutions.