Note
Facts only for now. Full write-up to follow.
Brief
Client: Region of Waterloo. Service guidance was spread across Excel, Teams and SharePoint, and existing strategy documents were long and technical.
Research
- Survey of 9 regional staff across Public Health, Transit, Housing, Childcare, Ontario Works, and Licensing & Bylaws
- Stakeholder interview with the client
- Comparative analysis of 6 municipal service design playbooks, one per team member. I audited the City of Toronto playbook.
Findings
- Staff preferred checklists and templates over long-form reading material
- Department ownership of services was unclear, slowing approvals
- Web-based playbooks outperformed static PDFs on scannability across all 6 audited
Deliverables
- Interactive Figma prototype of the Digital Services Playbook
- Project summary and design rationale
- Modular structure built to take further modules later
My contribution
Toronto playbook audit, staff survey, Figma prototype, Milestone 4 client presentation.