eAccount project

Design problem: I worked in a cross-functional team to redesign My Service Canada Account - a secure online system used by Canadians to apply for government benefits and services (e.g., Employment Insurance, COVID-19 benefits). Our goal was to resolve usability issues in the existing system, and introduce new features to improve service delivery.
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Duration: 12-months (September 2014 - August 2015)

Project type: Design

Key design activities

Design activity
Description
My role
Analyze user feedback
Reviewed user feedback submitted online to identify usability issues with the existing system. Shared feedback with stakeholders. 
Primarily responsible.
Define user, business, and technical requirements
Worked with the product owner and key stakeholder to define requirements for the new system. 
Collaborative across various teams.
Created paper prototypes
Used requirements to brainstorm  concepts exploring different design principles.
Collaboration with a UX/graphic designer.
​Developed wireframes
Developed wireframes in the prototyping tool Axure. ​
Collaboration with a UX/graphic designer.
​Completed interaction design
Added interaction to design components in Axure; testing user flows of key system tasks.
Collaboration with a UX/graphic designer.

Wireframes​

The following wireframes show the sequence of screens for a key user task in the system: applying for a benefit or service.