About the Project
ServiceOntario is part of the Ministry of Public and Business Service Delivery which provides a single point of contact for core provincial government services to individuals and businesses in the province of Ontario, Canada. Established in 2006 from the existing network of Driver and Vehicle License Issuing Offices, ServiceOntario provides services primarily online and in-person at storefront locations
The Ministry’s primary objective is to build and deliver simpler, faster, better government services and products for the people who live and do business in Ontario.
Discover
Foundational knowledge & findings
The first step was to understand MTO & ServiceOntario’s ecosystem and start to get a sense of the current experiences of the internal users and customers.
Service designer captured this knowledge through observation and shadowing SO centers, and contact center, stakeholder interviews, LCS demo and flows as well as desk research.
User Types
Qualitative Reasearch
Current customer experience review
Hierarchy of information works well
Language is straightforward and relatable, making it easy for people to understand.
Information is available and easy to find within forms, aiding users effectively
Error messages are generally clear, but they can be more actionable
85-90% of the feedback the last months are positive (for renewing OPC card)
The look and feel varies a lot across the website
Some flows seem to be disconnected, requiring users to input the same information multiple times
In some instances, the language used are not matching what the user expects it to be
Key information is not always instantly visible, leading users to make errors or contact the call center for clarification
Design & Delivery
After aligning with stakeholders on key features, we started an Agile design process dividing user stories into 3 different sprints. We worked on the following MVP user stories:
A. Customer side
SO website
Online help page
Driver & Vehicle product pages
Driver & Vehicle user dashboard
B. MTO employee side (LCS)
Enterprises service
Financial management
D&V user dashboard
We crafted a user-friendly dashboard through meticulous research and iterative prototyping. Users can seamlessly manage products, orders, and profile settings, with just a few clicks, empowering them with control over their ServiceOntario experience.
In addition to essential functionalities, our dashboard serves as a gateway to explore ServiceOntario’s services, with clear calls-to-action leading to the Life Events Guide and Help Center for added support and guidance.
Licence & Control System
LCS is an internal application used by MTO employees it is called the brain of the Ministry. It is the vault of all the enterprise services information. Creating a completely new user interface for LCS application was a big challenge.
We built the LCS application with a focus on automation, intelligence, and intuitiveness. The system will automate tasks, provide proactive guidance, and minimise manual work to enhance efficiency.
It will also offer seamless data transfer, user control, and centralised management, allowing for quick navigation and minimal user effort.
