The Ministry of Energy and Natural Resources (MERN) made a commitment, through its “Strategic Plan 2018-2021: improving the quality of services”, to improve its service delivery to citizens. My intervention was part of a continuous improvement project and having a user-centered approach. This project aimed to offer a better multimode user …
Blog
B2B: Enhanced Customer Experience for Cabico
Cabico is a Coaticook-based manufacturer of kitchen and bathroom cabinets, selling 90% of its products in the United States. Following an acquisition, Cabico aimed to enhance the experience of its product configuration systems across various series. The ultimate goal was to merge these systems while adding advanced customization features to improve …
Continue Reading about B2B: Enhanced Customer Experience for Cabico →
The Poor UX of “My Business Account” at CRA
A quick side note: The original version of this post was in French and contained French images. An English equivalent has been digitally created. It's ringing… “Hello, this is Mr. X from the Canada Revenue Agency. How can I help you?" - "Hello, I received an email notification that I had mail in my CRA Business Account , but when I log in …
Continue Reading about The Poor UX of “My Business Account” at CRA →
Québec.ca: What it does better than other government sites
Have you heard of Québec.ca ? This is the new Quebec government site that was launched less than a year ago. The initiative draws on good “citizen-centered” design practices and other “centralized” government sites, such as Canada.ca , Gov.uk , Ontario.ca , etc. The ultimate objective of such a platform is to bring together government content …
Continue Reading about Québec.ca: What it does better than other government sites →
12 essentials for client interviews in government departments and large organizations
Carrying out a client survey is a relatively simple activity within the reach of many: Investigating clients to find out their needs, expectations, difficulties and perceptions when they interact with our organization. Over time (and experience;)), I was able to discover certain client interview practices that are essential in a government or …
Design of a Course Registration Process
The solution used by the EDQ for registering its general public and professional customers no longer seemed to meet its growing needs. The organization wanted to offer online registration and payment to all of its customers, in order to simplify membership in its services. The EDQ also wanted to retain its existing clientele with web marketing …
Continue Reading about Design of a Course Registration Process →
User Survey to Modernize the Customer Journey at CNESST
The Commission for Standards, Equity, Health, and Safety at Work – CNESST (formerly CSST) was committed to modernizing its service delivery to its clientele, particularly by developing digital tools tailored to the specific needs of users. Traditionally, processes were carried out through paper forms and with the help of in-person …
Continue Reading about User Survey to Modernize the Customer Journey at CNESST →
Customer surveys and digital strategy support for Place aux jeunes en région
Place aux jeunes en région has set up a website which has become the main digital platform used to link migration agents and their clienteles with a settlement project in the region. Always keen to offer the best service to its customers, PAJR called on our services to carry out the first phase of analysis of its future website. Our strategic …
UX at the service of online sales
I had a real shock when I started working in the UX field. I heard repeatedly that it was necessary to meet the needs of the customers rather than the needs of the users for the realization of a Web platform. Wow minute! UX is USER experience. And you, you talk to me about money, transactions and mercantilism as big as your arm? Well yes. Let's …
Conference Neuromarketing applied to the Web
This year, I had the chance to give a conference on the Web at Quebec 2015 , on Neuromarketing applied to the Web. At the request of certain participants, I am pleased to post the content of my presentation online. 4 main steps to get your message across First, you will find the 4 main steps of Neuromarketing Web in order to successfully get your …
Continue Reading about Conference Neuromarketing applied to the Web →
