https://www.ashtru.ca/resume daily 0.75 2026-01-22 https://images.squarespace-cdn.com/content/v1/624b3c6d42478d55293db95f/1649097838138-UF78C5YCIRLONMZCZZG3/MHeiderich_ReflexionenZwei-05-copy.jpg Resume https://www.ashtru.ca/contact daily 0.75 2024-07-15 https://images.squarespace-cdn.com/content/v1/624b3c6d42478d55293db95f/1649097842207-TDSBOC47MBJXEHPQUYD9/MHeiderich_ReflexionenZwei-05-copy.jpg Contact https://www.ashtru.ca/justice-digital daily 0.75 2025-12-16 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1615225337376-36JM1AX4C0NIC32WNXXU/Rectangle+26.jpg Justice Digital: Court Filing Transformation https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1615225123989-3AGGEWNOKB8XK6YRH6A9/Rectangle+25.jpg Justice Digital: Court Filing Transformation https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1615225350677-B3YBA0I530Q8W9125BX3/Rectangle+27.jpg Justice Digital: Court Filing Transformation https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1615225322403-8M32U1NK41JYCCJQCWP7/Rectangle+25.jpg Justice Digital: Court Filing Transformation https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/27d98d3a-1e5e-453b-ba11-73782ea75753/unpacking.png Justice Digital: Court Filing Transformation https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/6691736b-e92e-429e-8021-b8030d78739c/Draft+Application.png Justice Digital: Court Filing Transformation A legal assistant or lawyer can create, submit and manage their ongoing surrogate application. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/0cf3eca2-f53a-4371-866a-6d569b2c05c8/Clerk+Dashboard+-+default+-+Unassigned+%E2%80%93+1.png Justice Digital: Court Filing Transformation Clerk dashboard: providing access to files across the province enables court staff to distribute work equitably, reducing processing times significantly. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/18204982-d3ee-4bea-bfec-e6005e593e8d/Image+from+iOS+%284%29.jpg Justice Digital: Court Filing Transformation Team "whiteboarding" session https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/aeea47fd-ccd5-466d-8934-3c5cfddd4d0e/clerk+1.jpg Justice Digital: Court Filing Transformation Contextual Inquiry: a clerk enters information from a paper application into a legacy database. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1724696859935-MRB2B7JJU8PEWIJCM5W1/mock%252Bup.jpg Justice Digital: Court Filing Transformation Digital Notice tracking feature: functionality designed to eliminate the need for lawyers or citizens to serve beneficiaries and potential claimants using manual processes such as registered mail or in-person service. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/bca8a5db-11a4-45b2-9bc3-23bc321bead8/OpAreaCibilClaim.png Justice Digital: Court Filing Transformation Key Opportunity Areas: a series of diagrams that synthesize research findings (qualitative and quantitative), common goals and design principles collectively identified by design team, and criteria for problem selection for use in extended leadership discussions and workshops. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719521741048-GOKC6OC0ELJ97CJUKTH8/Image%2Bfrom%2BiOS%2B%25289%2529.jpg Justice Digital: Court Filing Transformation Contextual Inquiry: observing the clerk review process https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/b4ecb5fc-01b5-46a4-a349-4f18beafb5f0/User-Wireflows.png Justice Digital: Court Filing Transformation Role-based User Wireflows: to illustrate the proposed process steps andinteractions for various user roles. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/0e289c2c-799e-41b7-8b35-af35c95242f3/line+up.jpg Justice Digital: Court Filing Transformation Observational Research: people beginning lining up to figure out how to file their applications. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/04f3d2db-62ef-4588-89d2-a06d1530cc09/wireflow.png Justice Digital: Court Filing Transformation Detailed wireflow: end-to-end service including multiple user roles, process steps, file states, dependencies and various system integrations. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719520931627-R84QMWZ7J2LI4DEFGJC7/orders%2Bto%2Bcode.jpg Justice Digital: Court Filing Transformation Contextual Inquiry: a paper-based process involves cumbersome manual steps https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/4f76b212-93ef-464a-9e33-172b35d06d27/Draft+Amended+Inventory.png Justice Digital: Court Filing Transformation Demonstrating various states and conditional information regarding an application process. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/87f31de2-226b-4a7f-aaad-5b93ba516d6c/storyboard.png Justice Digital: Court Filing Transformation Surrogate Filing Current-state Storyboard: illustrates physical interactions, pain points and cumbersome manual steps involved with current filing process to enable decisions makers to make effective, considered decisions. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/9d8bcbdf-2eae-4715-8b3d-660aa75e260f/Closed+stamps.jpg Justice Digital: Court Filing Transformation Contextual Inquiry: a paper process requires "status updates" in the form of manual stamps https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/d7de187f-8d71-4878-8238-37c9d871be5e/Certified+Amended+Invnetory+Step.png Justice Digital: Court Filing Transformation Demonstrating various states and conditional information regarding an application process. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1edf2789-4afb-4e0f-8fa4-d984bff8c0fb/Criteria.png Justice Digital: Court Filing Transformation Various UX deliverables: developed to visualize qualitative research findings, insights, criteria, etc, which are used to facilitate effective discussions and workshop sessions with extended leadership and other key stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/7dc9252d-6f41-4e26-b410-175f5bfaf53f/records+4.jpg Justice Digital: Court Filing Transformation Contextual Inquiry: a paper process that is organized into different system statuses. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/00eed82c-281f-4cf6-9a11-b771b55bd13c/Amended+Inventory+-+Review+Step.png Justice Digital: Court Filing Transformation Demonstrating various states and conditional information regarding an application process. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/487b5111-55f4-4559-8a7a-3af397d378c9/big+stacks.jpg Justice Digital: Court Filing Transformation Contextual Inquiry: a single file can contain hundreds of pages of information. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/6f463f5c-446e-42bb-ade9-7a6a16208c77/current+state+journeymap.png Justice Digital: Court Filing Transformation Surrogate Filing Current-state Journeymap: end-to-end service journey map / service blueprint, including process steps, interactions with various user roles, pain points and opportunities. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/18160ca4-4cc1-4918-9a20-a4b176419572/IMG-8437.jpg Justice Digital: Court Filing Transformation Panel Discussion: Transformation in Government. UX Camp 2023. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/2547ab9b-b20f-48ce-8be6-ef0bab1d8778/Facilitated+Workshops.png Justice Digital: Court Filing Transformation Facilitating Weekly workshops with key stakeholders https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/4672f298-10de-4fd9-b084-fd08a3865fef/Team+pic+2022.png Justice Digital: Court Filing Transformation Team Photo: the first Grant of Probate (an official court document) generated by the new end-to-end, fully digital service. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/79048620-152a-4b6c-8a3e-10c509a7ba0e/Workshopping+a+flow.png Justice Digital: Court Filing Transformation Workshopping a workflow for a new feature https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/3be8a9f6-ce7e-4078-b70f-4bb0929c1225/IMG_7362.jpg Justice Digital: Court Filing Transformation Paper files that correspond to digital files https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/36f36ec3-2fcc-4f3e-9ec2-762c70203978/Insights.png Justice Digital: Court Filing Transformation Service Design artifact: developed to visualize qualitative research findings and used to facilitate effective discussions and workshop sessions with extended leadership and other key stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719521336343-F4QZBOD3ZRW72ZCFXWAD/Team%2BRetros.jpg Justice Digital: Court Filing Transformation Sprint Retrospectives https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/9148a7bc-1839-4c34-804f-957c3a4829d9/user+flow.png Justice Digital: Court Filing Transformation Various UX deliverables: developed to visualize qualitative research findings, insights, criteria, etc, which are used to facilitate effective discussions and workshop sessions with extended leadership and other key stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/e6e04a8f-ce5b-4135-8fa7-06bc1d7bd56d/prioritization.png Justice Digital: Court Filing Transformation Various UX deliverables: developed to visualize qualitative research findings, insights, criteria, etc, which are used to facilitate effective discussions and workshop sessions with extended leadership and other key stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/2ef83e1e-ece3-43e5-961d-5382d45e8715/Interating-form.png Justice Digital: Court Filing Transformation Iterating on user interactions https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719521447293-BKGYO71L4CGBBWYNDI2P/Priority%2BCard.jpg Justice Digital: Court Filing Transformation Improving the visual design of information to be reviewed by clerks, making the review process more streamlined and scannable. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/a10a05fb-8efb-4df0-9a4d-8e061805c124/State+Diagrams.png Justice Digital: Court Filing Transformation Iterating on state change diagrams https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719521383519-8AQJUTYDYLHZ01C4452H/workshopping%2Bflows%2Bremotely.jpg Justice Digital: Court Filing Transformation Visually communicating process flows to facilitate decision making with stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719526334496-34XNL9H02Y2ARDAZQ3CJ/FilingAisle.png https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/0f35cdfa-9ea2-4ea8-820c-2f04e37d9b1d/Screenshot+2023-10-05+at+7.29.47+AM.png https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/f9b1225e-1e3c-47ca-838c-aaf3484fdec1/SDN+Finalist.png https://www.ashtru.ca/portfolio daily 1.0 2026-01-06 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Member Applications https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/2184cec5-def0-4dbb-99c7-ecdf455df3b8/memberapp12.PNG Alberta Blue Cross: Member Applications https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/fde1fa21-69e4-4b28-beef-707a0e20d566/memberapp14.PNG Alberta Blue Cross: Member Applications https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/207a73c8-9f8e-4408-842d-812a5887d38a/memberapp15.PNG Alberta Blue Cross: Member Applications https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719456517273-3PC9X1RHIDL10J3C0PSE/AppleStoreABCApp.png https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/374a732f-4e9b-4c67-b9da-7fd4dce79952/IMG_5422.JPG https://www.ashtru.ca/health daily 0.75 2024-08-26 https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/9589176e-62cc-4b8b-af97-117fcef0432b/IMG_0343.jpg MyHealth Alberta: Patient Portal Workshop facilitation: Product Value Proposition https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/ce247e82-99f1-4be0-881a-045d68a3cc56/B7623EB3-A12C-4556-8B62-68781E181222.jpg MyHealth Alberta: Patient Portal Workshop facilitation: Product Value Proposition https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/68563b61-e5cb-4b5f-bd6b-009177f3a1ba/Storyboards.png MyHealth Alberta: Patient Portal Patient Experience Storyboard: Illustrates life events for patients where there are opportunities for their interactions with the healthcare system to undergo transformation into digital experiences https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1765646207027-YSF4LJCYHMDE5HQWTP2J/IMG_9023.jpg MyHealth Alberta: Patient Portal Storyboard sketch (patient experience) https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/038eeb8c-4086-42e3-9870-181ef4261b99/cardsorting.jpg MyHealth Alberta: Patient Portal Card Sorting Activity: Breast Cancer Surgery health topic https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/41ba954f-0eb5-429a-a847-59cabd82d71f/IMG_0039+copy.jpg MyHealth Alberta: Patient Portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/128f7bab-71a8-4854-9f60-283b75053024/ImmunizeAB1.png MyHealth Alberta: Patient Portal Routine Immunization Portal Mock ups: for patients to access information, schedules, and maps for Alberta routine immunizations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/afb5bf4f-83be-4156-8642-a17d9c5cbaf1/ImmunizeAB3.png MyHealth Alberta: Patient Portal Routine Immunization Portal Mock ups: for patients to access information about vaccines https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/c9bd51c8-ba73-4c92-85d4-d4dd5100d4a4/ImmunizeAB2.png MyHealth Alberta: Patient Portal Routine Immunization Portal Mock ups: for patients to access information, schedules, and maps for Alberta routine immunizations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/02fe8ea0-a546-4938-920f-318998a8baec/1_Landing+Page.png MyHealth Alberta: Patient Portal Mock ups: Introducing patients to a new personal health portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/9232be3d-0b4a-4c83-9347-ed7737e9910a/3_Learn+More+For+You_Modal.png MyHealth Alberta: Patient Portal Mock ups: Introducing patients to a new personal health portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/3c3ff6c3-4466-4250-80ba-34af3499aaec/4_Learn+More+For+Your+Family_Modal.png MyHealth Alberta: Patient Portal Mock ups: Introducing patients to a new personal health portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/5575dee8-a2c4-4ef2-ab93-ed94274a0ac5/5_Learn+More+Your+Privacy_Modal.png MyHealth Alberta: Patient Portal Mock ups: Introducing patients to a new personal health portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/f4b57116-1362-4ba6-b28b-76ed87123262/registration-guide1.png MyHealth Alberta: Patient Portal Mock ups: registration flow for new patient portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/b8a18b6c-479b-4bdc-8c8a-3ae6ef1aa6c8/registration-guide2.png MyHealth Alberta: Patient Portal Mock ups: registration flow for new patient portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/f85f5c86-a839-4a57-8127-7e418af50b29/registration-guide5.png MyHealth Alberta: Patient Portal Mock ups: registration flow for new patient portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/0c86d051-20b4-4cbb-9a62-90e09e29df58/registration-guide3.png MyHealth Alberta: Patient Portal Mock ups: registration flow for new patient portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/2fc8d316-4042-49f5-99db-0dad84b300bb/registration-guide4.png MyHealth Alberta: Patient Portal Mock ups: registration flow for new patient portal https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/6f7ac991-d5c0-44da-ab69-51181cd2e6e6/clinician-infosheet.png MyHealth Alberta: Patient Portal Communication printout for Clinicians https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/4ff110cf-b549-4022-bad0-bf316d5bc791/usabilitytest2.png MyHealth Alberta: Patient Portal Usability Testing: articulating and presenting test findings and insights https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/2fd9e820-8ccc-484f-ae32-c88d8e52ffd5/usabilitytest1.png MyHealth Alberta: Patient Portal Usability Testing: articulating and presenting test findings and insights https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/9894eafb-b455-4edd-bfc2-218d8b11ea33/infosheet.png MyHealth Alberta: Patient Portal Communication printout for Patients https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/923165fe-08e8-4d23-a546-a30988d83127/analyzingsite.png MyHealth Alberta: Patient Portal Analyzing sites and presenting findings and recommendations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/836bd07b-eeb8-4e01-b84a-3001351bbb1a/research-findings.png MyHealth Alberta: Patient Portal Reporting usability test findings, insights and presenting UX recommendations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/62723c51-6cb4-4ff6-bc55-54fd857fe028/CAYACfindings-recommendations.png MyHealth Alberta: Patient Portal Reporting usability test findings, insights and presenting UX recommendations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/5e94e2ff-9642-4df1-bd77-1c2f5ce0bb63/healthcare-revolves-around-you.png https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/7e6cad0f-f096-44b3-ad9e-ecd6de675366/Registration+flow.png https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/36eb7db3-46f1-467a-83b7-3a4c9273c4dd/presidentsexcellence.png https://www.ashtru.ca/cityops daily 0.75 2024-08-26 https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/203a3d37-fda0-4680-a442-372e353d9c1b/Screenshot+2024-07-05+at+9.00.52+AM.png City of Edmonton: Customer Experience & Service Design Articulating research findings and insights from researching marginalized user groups https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/3fbf53a4-94e2-4ce6-af29-520afb86eb50/Screenshot+2024-07-05+at+9.02.04+AM.png City of Edmonton: Customer Experience & Service Design User Profile: Affordable Transit Program https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/21c18495-f2cd-4a5f-ab98-0cdc32c5cb89/Screenshot+2024-07-05+at+9.02.20+AM.png City of Edmonton: Customer Experience & Service Design User Profile: Affordable Transit Program https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/27f57b71-87eb-4dae-a399-5091de7731a2/Screenshot+2024-07-05+at+9.02.38+AM.png City of Edmonton: Customer Experience & Service Design User Profile: Affordable Transit Program https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/8a272f02-e3dc-444d-9c95-44aadbf93666/Screenshot+2024-07-05+at+9.01.39+AM.png City of Edmonton: Customer Experience & Service Design User Profile: Affordable Transit Program https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/637af4c8-fc1c-4f3f-ae3a-f8aaff1a3a44/self-checkin.jpg City of Edmonton: Customer Experience & Service Design Contextual Inquiry: 311 Self Service Kiosk https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/c1018559-8424-4a75-a510-dd42450174e8/subsidizedtransit.jpg City of Edmonton: Customer Experience & Service Design Contextual Inquiry: 311 Self Service Kiosk, Subsidized Transit Pass https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/f4115efc-b5a9-40f1-a9dd-8ed94d2779a8/leisureaccess.jpg City of Edmonton: Customer Experience & Service Design Contextual Inquiry: 311 Self Service Kiosk, Leisure Access Program https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/cfda8425-853a-41e7-b85b-931ff6e84457/user+research.jpg City of Edmonton: Customer Experience & Service Design Facilitated Group Discussion: listening to the voices of marginalized user groups https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/6995cd6f-9e53-4b93-9720-7ebc59365631/IMG_2360.JPG City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/39efbd11-3cf6-4bf9-b75d-9672acfae93b/IMG_2562.jpg City of Edmonton: Customer Experience & Service Design Team Design Sprint workshop https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/871e5f0d-93d8-4d65-a3d3-60f7b18f1a64/IMG_2564.jpg City of Edmonton: Customer Experience & Service Design Team Design Sprint workshop https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/a2c3e375-9c3e-4e67-9234-cbacc59689e7/IMG_2568.jpg City of Edmonton: Customer Experience & Service Design Team Design Sprint workshop https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/22b88c00-e394-4a98-a39e-b36a3e17a4fa/IMG_2570.jpg City of Edmonton: Customer Experience & Service Design Team Design Sprint workshop, storyboarding https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/24304b2e-7be0-4068-bf7e-087c13e15652/IMG_1460.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/b8e47010-95a7-4150-8631-4cf5e10d6144/IMG_1448.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/875dae13-c9c2-42f4-961a-d259152b8ebf/IMG_3531.JPG City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/dd0a9585-a8bd-4da8-b51a-05ae049142b2/IMG_1451.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/eb7510d7-d9da-4f64-b56f-e048c8602214/IMG_2798.png City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/936420e4-e3cf-4b14-ae4b-0a539d4edcb7/IMG_2801.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/ded9cd84-2a7a-44d2-bfe7-7265c9460f5c/IMG_3088.jpg City of Edmonton: Customer Experience & Service Design Contextual Inquiry: Fleet and Facilities, City Operations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1668f956-7b87-4d9f-9658-1db2d5e3eb4e/baydoors.jpg City of Edmonton: Customer Experience & Service Design Contextual Inquiry: Fleet and Facilities, City Operations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/d31adb5c-3803-443d-80f8-35b5476212e3/IMG_3094.jpg City of Edmonton: Customer Experience & Service Design Contextual Inquiry: Fleet and Facilities, City Operations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/a80aec5b-3f66-4595-938c-5f912c540454/IMG_3110.jpg City of Edmonton: Customer Experience & Service Design Contextual Inquiry: Fleet and Facilities, City Operations https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/19fe8f0e-4af0-4be2-b13e-1b23c6136943/IMG_3199.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/ddf11209-b8b0-44f1-962a-a4daa5c4370f/IMG_3204.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/8d97fdbc-12b9-4789-a383-02bf6b17b1ae/IMG_3205.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/fbf87812-2a8f-4040-a789-c05d5bd67ae2/prioritzation.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/dc122a27-db76-4810-834f-40e03f8efb02/IMG_1504.jpg City of Edmonton: Customer Experience & Service Design https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/a3b3f9f3-b894-4e18-b91d-d82ef02bcdb8/IMG_2798.png https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/91d3fbe3-96ff-4209-a879-e1455953c11c/user+research.jpg https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/4a71e714-247f-4508-a12e-c027be91ac96/self-checkin.jpg https://www.ashtru.ca/court-filing-1 daily 0.75 2024-09-04 https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1615225337376-36JM1AX4C0NIC32WNXXU/Rectangle+26.jpg Presentation Mode: Court Filing: Digital Transformation https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1615225123989-3AGGEWNOKB8XK6YRH6A9/Rectangle+25.jpg Presentation Mode: Court Filing: Digital Transformation https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1615225350677-B3YBA0I530Q8W9125BX3/Rectangle+27.jpg Presentation Mode: Court Filing: Digital Transformation https://images.squarespace-cdn.com/content/v1/5ec321c2af33de48734cc929/1615225322403-8M32U1NK41JYCCJQCWP7/Rectangle+25.jpg Presentation Mode: Court Filing: Digital Transformation https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/27d98d3a-1e5e-453b-ba11-73782ea75753/unpacking.png Presentation Mode: Court Filing: Digital Transformation https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1724696859935-MRB2B7JJU8PEWIJCM5W1/mock%252Bup.jpg Presentation Mode: Court Filing: Digital Transformation Digital Notice tracking feature: functionality designed to eliminate the need for lawyers or citizens to serve beneficiaries and potential claimants using manual processes such as registered mail or in-person service. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/18204982-d3ee-4bea-bfec-e6005e593e8d/Image+from+iOS+%284%29.jpg Presentation Mode: Court Filing: Digital Transformation Team "whiteboarding" session https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/aeea47fd-ccd5-466d-8934-3c5cfddd4d0e/clerk+1.jpg Presentation Mode: Court Filing: Digital Transformation Contextual Inquiry: a clerk enters information from a paper application into a legacy database. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/72013bb8-622e-4d29-9583-5a6d92ff6e7f/Buildready.png Presentation Mode: Court Filing: Digital Transformation Build-ready prototypes are supplied to the development team which include full, detailed UI specifications. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/bca8a5db-11a4-45b2-9bc3-23bc321bead8/OpAreaCibilClaim.png Presentation Mode: Court Filing: Digital Transformation Key Opportunity Areas: a series of diagrams that synthesize research findings (qualitative and quantitative), common goals and design principles collectively identified by design team, and criteria for problem selection for use in extended leadership discussions and workshops. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719521741048-GOKC6OC0ELJ97CJUKTH8/Image%2Bfrom%2BiOS%2B%25289%2529.jpg Presentation Mode: Court Filing: Digital Transformation Contextual Inquiry: observing the clerk review process https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/b4ecb5fc-01b5-46a4-a349-4f18beafb5f0/User-Wireflows.png Presentation Mode: Court Filing: Digital Transformation Role-based User Wireflows: to illustrate the proposed process steps andinteractions for various user roles. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/0e289c2c-799e-41b7-8b35-af35c95242f3/line+up.jpg Presentation Mode: Court Filing: Digital Transformation Observational Research: people beginning lining up to figure out how to file their applications. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/04f3d2db-62ef-4588-89d2-a06d1530cc09/wireflow.png Presentation Mode: Court Filing: Digital Transformation Detailed wireflow: end-to-end service including multiple user roles, process steps, file states, dependencies and various system integrations. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719520931627-R84QMWZ7J2LI4DEFGJC7/orders%2Bto%2Bcode.jpg Presentation Mode: Court Filing: Digital Transformation Contextual Inquiry: a paper-based process involves cumbersome manual steps https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/87f31de2-226b-4a7f-aaad-5b93ba516d6c/storyboard.png Presentation Mode: Court Filing: Digital Transformation Surrogate Filing Current-state Storyboard: illustrates physical interactions, pain points and cumbersome manual steps involved with current filing process to enable decisions makers to make effective, considered decisions. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/9d8bcbdf-2eae-4715-8b3d-660aa75e260f/Closed+stamps.jpg Presentation Mode: Court Filing: Digital Transformation Contextual Inquiry: a paper process requires "status updates" in the form of manual stamps https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1edf2789-4afb-4e0f-8fa4-d984bff8c0fb/Criteria.png Presentation Mode: Court Filing: Digital Transformation Various UX deliverables: developed to visualize qualitative research findings, insights, criteria, etc, which are used to facilitate effective discussions and workshop sessions with extended leadership and other key stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/7dc9252d-6f41-4e26-b410-175f5bfaf53f/records+4.jpg Presentation Mode: Court Filing: Digital Transformation Contextual Inquiry: a paper process that is organized into different system statuses. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/487b5111-55f4-4559-8a7a-3af397d378c9/big+stacks.jpg Presentation Mode: Court Filing: Digital Transformation Contextual Inquiry: a single file can contain hundreds of pages of information. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/6f463f5c-446e-42bb-ade9-7a6a16208c77/current+state+journeymap.png Presentation Mode: Court Filing: Digital Transformation Surrogate Filing Current-state Journeymap: end-to-end service journey map / service blueprint, including process steps, interactions with various user roles, pain points and opportunities. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/18160ca4-4cc1-4918-9a20-a4b176419572/IMG-8437.jpg Presentation Mode: Court Filing: Digital Transformation Panel Discussion: Transformation in Government. UX Camp 2023. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/2547ab9b-b20f-48ce-8be6-ef0bab1d8778/Facilitated+Workshops.png Presentation Mode: Court Filing: Digital Transformation Facilitating Weekly workshops with key stakeholders https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/4672f298-10de-4fd9-b084-fd08a3865fef/Team+pic+2022.png Presentation Mode: Court Filing: Digital Transformation Team Photo: the first Grant of Probate (an official court document) generated by the new end-to-end, fully digital service. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/79048620-152a-4b6c-8a3e-10c509a7ba0e/Workshopping+a+flow.png Presentation Mode: Court Filing: Digital Transformation Workshopping a workflow for a new feature https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/3be8a9f6-ce7e-4078-b70f-4bb0929c1225/IMG_7362.jpg Presentation Mode: Court Filing: Digital Transformation Paper files that correspond to digital files https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/0cf3eca2-f53a-4371-866a-6d569b2c05c8/Clerk+Dashboard+-+default+-+Unassigned+%E2%80%93+1.png Presentation Mode: Court Filing: Digital Transformation Clerk dashboard: providing access to files across the province enables court staff to distribute work equitably, reducing processing times significantly. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/36f36ec3-2fcc-4f3e-9ec2-762c70203978/Insights.png Presentation Mode: Court Filing: Digital Transformation Service Design artifact: developed to visualize qualitative research findings and used to facilitate effective discussions and workshop sessions with extended leadership and other key stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/1719521336343-F4QZBOD3ZRW72ZCFXWAD/Team%2BRetros.jpg Presentation Mode: Court Filing: Digital Transformation Sprint Retrospectives https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/9148a7bc-1839-4c34-804f-957c3a4829d9/user+flow.png Presentation Mode: Court Filing: Digital Transformation Various UX deliverables: developed to visualize qualitative research findings, insights, criteria, etc, which are used to facilitate effective discussions and workshop sessions with extended leadership and other key stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/e6e04a8f-ce5b-4135-8fa7-06bc1d7bd56d/prioritization.png Presentation Mode: Court Filing: Digital Transformation Various UX deliverables: developed to visualize qualitative research findings, insights, criteria, etc, which are used to facilitate effective discussions and workshop sessions with extended leadership and other key stakeholders. https://images.squarespace-cdn.com/content/v1/666b175b6d38c46de5aec989/2ef83e1e-ece3-43e5-961d-5382d45e8715/Interating-form.png Presentation Mode: Court Filing: Digital 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