Government service & interface design
Connecting user journeys with the systems behind a service
At the Canada Border Services Agency, I worked as a Lead UX Designer across research, service design and interface design. I mapped user needs and service processes, then translated complex data into a consistent interface structure.
- Role
- Lead UX Designer
- Methods
- Interviews, surveys, observation and iterative testing
- Tools
- Figma and Miro
The design challenge
I needed to connect user-facing interactions with complex service processes and backend data. The design challenge was to make information understandable while accommodating varying datasets and government service constraints.
My contribution
I conducted interviews, surveys and observational research, developed journey maps and service blueprints, and created high-fidelity prototypes in Figma. I facilitated co-creation workshops in Miro and worked with cross-functional teams to align user needs with business objectives and Federal Digital Service Standards.
From service journeys to reusable patterns
I used journey mapping and service blueprints to connect interactions with the processes supporting them. For interface work, I studied API responses and JSON structures, then designed a repeatable card pattern around the data fields. Consistent hierarchy helped organize information across variable datasets and supported collaboration with developers.
Deliverables and design learning
My outputs included research, journey maps, service blueprints, prototypes and a modular card pattern. Iterative testing and feedback informed revisions. The card work connected information hierarchy with data structure: a repeated object could use a consistent component while allowing for additional fields.