RESEARCH QUESTIONS
1. How are people's overall experiences of getting Canadian documents?
2. How easy is the process of finding the correct information (ie. office address, list of necessary forms of identification) for obtaining Canadian documents?
3. Do people prefer to obtain this information through the internet or in person at the document issuing institutions?
4. Is language an obstacle for obtaining Canadian documents? If yes, how and during which parts of the process?
5. What are people’s biggest complains (if there are any) about the overall process?
USER INTERVIEWS
Customer Interviews were conducted on one-on-one sessions of at least 20 minutes in which participants commented on their experiences obtaining documents in Ontario. Ideal research participants should fulfill the following prerequisites: 1. Ontario Residents, 2. Ages 18 to 50, 3. Has obtained a piece of Ontario ID during the past year, and 4. Not originally from Canada/Ontario (not mandatory).
PERSONAS
These personas exemplify the variety of newcomers who call Ontario home. They helped to shape a vision of who future users of the app would be and how they would behave. They also helped to evaluate the different levels of language and tech savviness that we might be working with.
HOW WE MIGHT
Newcomers to Canada need to have an easy and stress-free way of obtaining Canadian documents because this is an important step in the adaptation process that gives them a feeling of safety and belonging.
How might we make newcomers feel like they are safe and belong in Canada?
How might we develop a smooth adaptation process for newcomers?
How might we help newcomers feel included?
How might we break down the documentation process so that is doesn’t feel so overwhelming?
Ontario residents need easy access to information on how, when and where to get a document because they seek convenience and want to spend more time doing things that they enjoy rather than gathering information.
How might we optimize the process of finding information on documentation for Ontarians?
How might we make the process of looking for information enjoyable?
How might we change the stigma that obtaining documents is boring and time consuming?
How might we make obtaining documents more like a game?
STORYBOARDS
Several storyboards were crafted with basis on the stories heard during the interview process. These explored pain points, reactions and courses of actions that a user might experience. These helped me to understand the difference scenarios that could unfold before a newcomer when obtaining documents in Ontario.
USER JOURNEY MAPS
The user journey maps were the first steps when thinking about the apps information architecture. It helped define possible paths and connections for the actual map.
WIREFRAMES
The wireframes were based on the user journey maps. They refined the user research done so far and translated into a mindful user experience.
MOODBOARD
With the name My ID chosen, the logo design was created with the concept of “Canadiana” in mind. This rounded corner logo is meant to be comforting, warm and casual. It pokes fun at the photo id and Canada’s brand marked maple leaf. The following is the moodboard that dictated the look and feel of the app My ID.
FINAL RESULTS
