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MySurrey Online Services Program + Surrey Design System

Product Design + UX Strategy


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Project Info
Project Info


Context
Context


Risk & Challenges
Risk & Challenges


Research
Research


Value Proposition
Value Proposition


1. MySurrey online services program
1. MySurrey online services program


2. Online Services Landing Page
2. Online Services Landing Page


3. Pattern Library and Surrey Design System
3. Pattern Library and Surrey Design System


4. New online services
4. New online services


Continuous Improvement
Continuous Improvement


Takeaway
Takeaway

A core framework, new apps and a design system

[2015 to 2021]

The challenge of consistency within a complex system

The city of Surrey has been offering online services for many years. In 2015 (when I started as the User Experience designer), there was an obvious need to review the online services and improve them to the industry standards. The offered services were mostly COTS products with a limited amount of customizability. The user interfaces of the online products were not aligned, and most web apps were not responsive. These facts were impacting the brand experience negatively. The Digital Services team initiated the MySurrey Program as a holistic online service offering to support the city’s vision of excellence in service delivery.

A typical online service app in 2015

Identified risks and challenges

From the ground up

I was responsible for designing and conducting different research types and workshops with the city staff to gather insight and provide recommendations on the MySurrey program direction. 

Laying out the foundation in four themes

To create foundations for MySurrey Online Services, I helped my team prioritize the values of the new product: 

Early wireframe of MySurrey dashboard – Investigating different forms and flows
Investigating different layouts on different screen size
MySurrey program pattern library after a few iterations in 2018

Product areas: 

Since the foundation of the digital services team in 2015, I primarily focused on four main areas: 

MySurrey; A central hub

During the first few years of my work in the city, I focused on shaping and creating a new online services experience through the MySurrey program and creating scalable information architecture and product flow. To get buy-in from multiple stakeholders, we held several workshops and strategy briefings and presentations with various business units. The outcome was a roadmap for MySurrey as a central hub for online services with envisioned features of having an account with the city, accessing the history and status of the applications in one place, and receiving relevant and personalized information

Enhancing the navigation

I worked on the information architecture and designing a new landing page to have all the online services in one place and provide better navigation through categorizing the services, taxonomy and search capability. The goal was to make it easy and fast for our users to find the service they are looking for.

Brick by brick

I collaborated with other UX/UI designers and the city’s graphic designers to create foundation pieces to establish a pattern library. We ran a few ideations and brainstorming workshops to decide on the colours, typography and most common components. In 2020, this pattern library evolved to the first version of the Surrey Design System.

Consistency in action

Since 2015 I have been directly and indirectly involved in designing and building more than 15 products. I have constantly been working on writing design briefs and helping the team to clarify the requirements. To ensure consistency between all the designers, I have facilitated feedback sessions within the design team. Feedback sessions have been essential to ensure the constant relationship between our design system and the proposed products.

I have also participated in multiple usability testing sessions either for evaluating existing products or testing the proposed solutions.

Design, Test, Build, Feedback, Redesign

Since the launch of the very first version of the MySurrey online services program, I have been working on improvement of different aspects of it: 

Focusing on Value!

Working on a group of closely tied products has shown me unique challenges and the value of consistency. I have found that focusing on delivering real value is an excellent way of not forgetting the vision, principles and goals in the chaos of all the small features listed that overloads the backlog over time.

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