My role: User Research, Concept Development, and Report Writing (team of four at the University of Toronto)
The Ontario government commissioned RBB Innovations to develop a centralized childcare registration system. The OneHSN Childcare Registration System allows parents to apply to childcare providers using a single online form. After its launch in the Kitchener-Waterloo Region, RBB Innovations found that users reported high levels of dissatisfaction. Our team of four from the Knowledge Media Institute at the University of Toronto was brought in to engage with RBB Innovations to complete a user experience re-design of the online childcare enrollment service. We completed a heuristic evaluation and identified a restrictive linearity, an invisible algorithm, and an unassuring conclusion as the key usability issues. Our UX intervention tackled these issues by designing a more visible process and engaged users with more control, agency, and intention.