Redesigning ServiceOntario
for Every Ontarian
A comprehensive digital transformation of Ontario's primary government service portal — making critical life services accessible, fast, and human.
Role
Senior Product Designer
Users Interviewed
15 Participants
Usability Tests
10 Participants
TimeLine
12 Weeks
Status
Concept · Portfolio
Why ServiceOntario needed a rethink
Problem Statement
Millions of Ontarians depend on ServiceOntario to complete tasks that affect their daily lives: renewing a driver's licence, applying for a health card, registering a vehicle. But the current experience creates unnecessary friction, cognitive overload, and accessibility barriers that leave users frustrated and underserved.
Business problem
High call center volumes, drop-off rates on digital forms, and duplicate service requests cost the ministry time and money annually.
Accessibility problem
The site fails WCAG 2.2 on contrast ratios, focus states, and screen reader compatibility excluding seniors and users with disabilities.
User problem
Users can't find services quickly. Unclear terminology, too many clicks, and inconsistent navigation across devices creates a broken experience.
Operational problem
Over 60% of visits are mobile, yet the site was not designed mobile-first, creating broken layouts and poor form interactions.
Design Challenge Statement
"How might we redesign ServiceOntario so any Ontarian regardless of age, ability, or language can find and complete critical government services in under three minutes?"