Role: Graphic designer, writer

Summary: The purpose of these method cards is to educate internal government employees as well as the general public. They outline the different tools that us service designers use to gain insights on the people we are studying. Educating people on these tools is imperative, as they are what help us define the problems that users are facing when using our products and services.

Tools used: Adobe Illustrator


The method cards package consists of 5 cards: the cover that explains the importance of the package and its contents, my digital abilities, personas, journey mapping and problem statements.

My role was to create the “my digital abilities” and “problem statements” cards. 

First Iteration

Digital Abilities Card (version 1)

Problem Statements Card (version 1)

When designing these cards, I chose to create icons that represent each topic. For example, "My Digital Abilities" features a desktop computer, tablet and smartphone, as Ontarian's access the Government of Ontario's online services on different mobile devices. I also included a question mark on the "Problem Statement" card, as it represents confusion and questions that need to be answered.

I chose to include a graphic at the bottom of each card to represent time to give the user a visual idea of how long each specific activity may take.

When organizing the categories, I bolded the title of each category, while adding a quote beside to have a more specific description to help the user understand which one suits them best.

After testing these method cards on government employees, it was made clear that it was difficult for people to rank their digital abilities based on quotes. Due to this roadblock, a colleague of mine took the lead on creating a chart featured in the final version of the "my digital abilities" card to help people better gage which category they may fall under.

Final Iteration

Digital Abilities Card (final version)

Problem Statements Card (final version)

The final version of the "My Digital Abilities" and "Problem Statements" cards feature my original research and icons. The re-wording and re-placement of text was completed by our experience designer.

CO Policy Workshop

As previously mentioned, it is imperative that we find ways to educate internal government employees as well as the general public on design thinking and user-centred design.

Upon completion of the method cards, the team realized that it would be useful to hold a workshop for CO policy members in the government as an introduction to our new tools.

The workshop involved multiple keynote presentations on the importance of generative user research and working in an agile environment.

I had the opportunity to be a table facilitator throughout the day. I was available to answer any questions asked and guide the table through each activity.

I was able to take away a lot from this project about agile work environments and generative user research, and I am very lucky to have had the opportunity to start this project alongside my coworkers during our internship.