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 agents.
However, in the context of digital transformation, CNESST aimed to evolve by offering a more modern, accessible, and efficient experience, especially for workers on leave or on withdrawal, who required compensation. It was with this goal in mind that they enlisted my services to design and conduct a user survey to better understand their expectations and needs.
Context
Complaints to the CNESST require the intervention of several stakeholders at one or more points in the The claims process at CNESST involves the intervention of several stakeholders at various stages:
- Workers and their representatives
- Employers and their representatives
- Health professionals
- Internal staff at CNESST
Each group has distinct expectations and follows a different path when submitting a claim. The user survey was specifically designed to map out these paths, identify friction points, and pinpoint the specific needs of each customer segment.
Goals
The main objectives of this survey were to:
- Define their specific needs to guide the development of more effective and tailored digital tools.
- Gain a deeper understanding of CNESST’s different customer profiles
- Map their customer journey and interactions with the organization
Methodology
Initially, I developed a sample of clients to interview, including injured workers, those on preventive leave, and other specific cases.
I then created a detailed questionnaire for each target group to identify their points of contact with CNESST and the obstacles they encountered.
In total, 38 phone interviews, each lasting 45 minutes to 1 hour, were conducted. A comprehensive report, including findings and recommendations for improving the user experience, was compiled following the survey.
