Government · Accessibility · 2022
Rethinking service delivery for benefits
ESDC — Employment and Social Development Canada
Senior UX Designer
Challenge
Simplify a fragmented benefits ecosystem used by millions of Canadians, with plain-language and accessibility requirements baked into every touchpoint.
Overview
Contributed to modernization work across ESDC's citizen-facing services — the department behind Employment Insurance, Old Age Security, and the Canada Pension Plan. The mandate was to make eligibility, application, and status experiences legible to real people in real moments of need.
My role & team
Senior UX Designer
Approach & process
Discovery interviews and journey mapping with front-line staff and applicants, followed by service blueprints that made the seams between digital, phone, and in-person visible. Design was continuously validated against WCAG 2.1 AA and plain-language guidelines.
Outcomes
Reduced task friction across critical citizen-facing journeys.