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 experience, compared to services related to the Quebec territory as well as geospatial information .
This project was carried out with the participation of various internal and external stakeholders and consisted of two phases:
- A series of internal interviews (51 in total);
- A series of workshops that would lead to the conception of a content architecture for the “Territory” tab of the ministerial website.
Context
Composed of citizens, ministries and agencies (MO) and private companies , MERN customers have their own needs and their respective reality .
Goals
- Improve knowledge of clienteles;
- Allow the development of strategies to optimize the customer experience, in order to offer a better delivery of multimodal services (telephone, Web and written communication) for citizens.
Methodology
First phase: Customer survey
In the first phase of this project, a customer survey was made possible thanks to the participation of 51 people working within the ministry or being service providers. As the MERN covers the entire territory of Quebec, we spoke with several regional offices and representatives of cities or MRCs.
First, I developed a detailed questionnaire to address in particular:
- Interactions with customers;
- The customer journey;
- The needs, interests, habits and expectations of the clientele;
- His level of satisfaction.
A total of 51 in-person, video-conference or telephone interviews were conducted and a summary report of the comments collected was drafted.
This analysis allowed the identification of 6 personas representing the clienteles as well as the definition of target use scenarios for products and services.
Second phase: Conceptual content architecture
In the second phase of this project, it was possible to define a conceptual content architecture for the “Territory” tab in collaboration with various stakeholders from the two service areas dealt with.
This architecture was designed within the framework of workshops with a group of 14 participants.
Using the 6 personas previously identified and in order to meet the needs of the clientele, the subjects and themes were defined. The final objective being to develop a presentation of the Web contents consistent for the customers, but also aligned with the orientations of the new government site Quebec.ca.
(Pssst! I also invite you to read this article about Québec.ca)
