IBM iX
2019
Bundled Application Design for Ontario Works and ODSP
Service Bundling Qualitative Research Prototype Testing Public Sector UX Accessibility Research Literacy-First Design Journey Mapping Human-Centered Design Ontario Disability Support Program (ODSP) Ontario Works (OW) Employment and Social Development Canada (ESDC) My Service Canada Platform
My Contributions
Conducted qualitative field interviews with Ontario Works (OW) and Ontario Disability Support Program (ODSP) caseworkers to uncover operational and citizen pain points.
Designed and usability-tested bundled application prototypes with frontline staff and citizen participants.
Developed adaptive service flows to minimize duplicated data entry, cognitive load, and user friction.
Delivered a prioritized refinement roadmap, integrating iterative testing feedback to guide implementation.
Sponsor Users
Employment and Social Development Canada (ESDC)
Ontario Ministry of Children, Community and Social Services
Ontario Works and ODSP caseworkers and program administrators
Product Design Team
Developer
IBM Partner
Scrum Master
UX Research and Design Lead (me)
About the Project
The traditional Ontario Works (OW) and Ontario Disability Support Program (ODSP) application processes were fragmented, forcing citizens to navigate multiple disconnected systems and submit redundant information across separate applications.
Through in-depth interviews with frontline OW and ODSP caseworkers, I uncovered operational pain points, including duplicated data entry, prolonged processing times, and service handoff gaps that delayed support for vulnerable individuals.
Using these insights, I designed a bundled digital application flow integrated with My Service Canada, allowing users to:
Apply for Ontario Works assistance immediately if needed.
Seamlessly transition into ODSP disability assessment without restarting the application or re-entering personal data.
Key Focus Areas:
Plain Language and Accessibility-First Content: Ensuring the experience was understandable, inclusive, and barrier-free.
Streamlined Service Pathways: Aligning application flows with real operational requirements, eliminating duplicated information entry.
Prototype Testing: Conducting iterative testing sessions with both workers and citizens to validate usability, accessibility, and operational feasibility.
Challenge
Ensure seamless bundling of Ontario Works (OW) and Ontario Disability Support Program (ODSP) applications while maintaining compliance, operational efficiency, and caseworker workflows.
Minimize user frustration by eliminating redundant steps, reducing duplicated data entry, and lowering cognitive load during the application process.
Address accessibility barriers and literacy challenges to support a diverse range of applicants, ensuring the application experience was inclusive, understandable, and equitable.
Solution
Led qualitative research interviews with Ontario Works (OW) and Ontario Disability Support Program (ODSP) service staff to uncover operational realities and inform design decisions.
Designed bundled prototype workflows that aligned citizen needs with frontline caseworker processes, reducing duplicated steps and streamlining the transition between programs.
Conducted iterative usability testing with caseworkers and citizens to validate, refine, and optimize the bundled application experience.
Delivered a comprehensive service blueprint and a prioritized refinement roadmap to guide development and ensure alignment with operational and compliance requirements.
Impact
Streamlined citizen access to essential supports through a single, bundled OW and ODSP application experience.
Strengthened cross-program collaboration between Ontario Works and ODSP delivery teams, improving service continuity and operational efficiency.
Advanced literacy-first and accessibility-first design practices within public benefit applications, making the process more inclusive and user-friendly for diverse applicants.
Supported ESDC’s broader modernization goals by enabling integrated benefit access through a unified, citizen-centered digital service.