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Scaling digital platforms to enhance public trust

From late 2019 to 2024, my Design team at POWER SHIFTER helped the Government of BC create a business case for millions of dollars in funding to improve digital platforms, together with KPMG and TELUS.

my role

service design
research and strategy
usability testing
service blueprints
content strategy
business case writing

End-to-End Process Mapping & Problem Identification

5-year working relationship with different sectors of the Government of BC to provide a better understanding of the processes, governance, and interactions related to authorizing work, identity verification, and engaging the public in project consultations.

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How might we get better, more useful comments from people who actually care about the consultation projects?

the challenge

Improving platforms to restore trust

The Government of British Columbia's systems and processes are undergoing a digital transformation. Online platforms already existed, but very few felt comfortable using an advanced verification process. To improve civic and staff engagement, it was critical that the Government determined and addressed all barriers before implementation.By simplifying the process, we created the foundation for a scalable digital platform that will enhance public trust, improve identification issues, and reduce overall project costs.

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the solution

Build comfort through familiarity

To make the public feel comfortable with providing personally identifying information, we moved away from video verification to create an authentication experience that felt familiar, and therefore, more secure.
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‍As users moved through the online experience, tooltips and other context-setting descriptions were highlighted to explain how personal data was being used and stored, and why it was important for the government to know.

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A Business Case for Federal Strategic Innovation Fund

A healthy democracy empowers its citizens to voice their opinions and gives them the tools to do so.

Our work together surfaced seven key user experience pain points that, when addressed, contributed to the foundation of a Strategic Innovation Fund proposal.

This plan showed how millions of dollars would be used to develop a scalable digital platform to enhance public trust, improve identification issues, and reduce overall project costs for all future public consultations.

"By taking a human-centred approach to design, Priscilla was able to gather radically honest and candid feedback from residents and stakeholders. With these new insights, we have evidence to support the future development of our digital platforms."

— Jillian Carruthers, Director of Digital Services, Mines & EAO, BC Government
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