Modernizing Public Services
Government of Alberta
Modernizing provincial education services
Multi-audience discovery research and service blueprinting that informed the modernization of Alberta's student information systems and broader service strategy.
- Role
- Senior UX Researcher and Service Design Lead
- Focus
- Discovery research, Service blueprinting, Transformation strategy
Context
The Ministry of Education needed to modernize the digital services behind Alberta’s student information systems. Before committing to a direction, leadership needed a clear, grounded picture of how the current services actually worked for the people who depend on them.
The challenge
The services touched many audiences with different needs: superintendents, registrars, and IT leads among them. Assumptions about how the system worked did not match day-to-day reality, and modernization decisions could not be made responsibly without that reality on the table.
My role
I led the discovery research and translated it into a service blueprint that leadership could act on. I worked across ministry stakeholders and the delivery team.
Approach
- Ran mixed-methods discovery with the full range of audiences.
- Synthesized findings into a service blueprint mapping the current state and its friction points.
- Framed the findings as decisions leadership could make, not just observations.
Outcome
The research and blueprint gave the ministry a shared, evidence-based understanding of the service and informed the modernization strategy and its broader transformation direction.
What I learned
In public services, the highest-value work is often making the invisible current state visible. Once leaders can see the friction clearly, the right decisions become much easier to make.
This engagement involved confidential government or enterprise work. Detailed artifacts and outcomes can be discussed privately with client approval.
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