Past Event! Note: this event has already taken place.
HCI Talk: An Overview of Service Canada’s Client Experience Unit
October 18, 2017 at 12:30 PM to 1:30 PM
| Location: | 5345 Herzberg Laboratories |
| Cost: | Free |
Abstract
The Client Experience (CX) Unit provides in-house CX services for ESDC/Service Canada. From analyzing client feedback to journey mapping, prototyping and usability testing, we offer various CX services to inform service delivery by looking at the client experience from end-to-end and across all channels or touch points. Our team is currently 10 employees. We are planning to grow to about 35 employees in 3 streams: planning, design, and testing and analysis. The graduates of the Carleton’s Human-Computer Interaction (HCI) program are a good potential fit for our team.
About the speaker
Christine Burton heads Service Canada’s new Client Experience Unit that undertakes research and works with citizens to identify drivers, barriers and expectations with respect to government service delivery, as well as testing actual behaviour in the CX Unit’s new Lab, then developing design, promotional and partnership strategies to optimize service delivery and encourage online use where possible. Client Experience Unit evolved from a marketing focus three years ago to its current structure, which uses hard evidence to track and test strategic initiatives and make enterprise-wide recommendations. Christine previously worked in rural and co-operative development in both Ottawa and the regions, and thus understands the challenges facing those outside major centres. She has a background in law (useful when considering potential initiatives and testing mechanisms!) and was a Fulbright Scholar at the Harvard Kennedy School, where she received her Master in Public Administration.