According to IRCC Service Insights and Experimentation Division, a high percentage of clients are unable to successfully access CSC services, with a call answer rate of 7%. (May 2022)
In this project, our team was tasked to examine the service delivery of study permit line of business at IRCC Client Support Centre, and generate interventions to help overcome the challenge of they were facing.
Project Scope
Study Permit Service Delivery
My Role
UX Researcher, UX Designer
Duration
14 Weeks, May - July 2022
Team
A team of 4: Yi, Valentina, Parthivi, Arbaz
Key Contributions:
Interview questions, Interview w/ participants *2, Interview w/ SME *2, Journey Maps with comprehensive analysis; Mid-Fi Prototypes;
