Create a better user experience for parents to register the birth of their newborn.
2019
Usability testing
Content workshop
Content design
The online Newborn Registration Service used confusing language that led parents to input information that are not accurate to what the government needs. This has resulted in added cost and labour to fix these errors (also known as adjudications).
As we become more inclusive with gender neutral parental roles, a redesigned digital service is on its way to keep up with the times.
In the meantime, our team was tasked to modify parental language in the existing legacy system while the redesign is implemented.
Constraints included:
The purpose of the workshop was to:
You would select between A to D depending on your role:
Who the system wants in this step
Who the system did not want
Who the system wants in this step
Who the system did not want
Two versions of the prototypes were presented, alternating between A/B and B/A, to reduce bias on the first prototype presented.
There were a total of 14 participants.
Parent (13)
English as a Second Language (2)
Low digital literacy (2)
LGBTQ+ (2)
Cis-female (6)
Cis-male (7)
The approved version was a hybrid that used the best elements from each prototype. Here are some design takeaways:
One parent’s name is listed twice
Father listed as parent who gave birth
Only the father’s name is listed
By workshopping with ministry partners to test the prototypes, we were able to make inclusive changes and reduce the number of manual fixes required given the limited constraints.
Since we implemented the changes on March 31, 2019, the most noticeable improvement was the error of the father listed as the parent who gave birth, with a 56% reduction in the three months since the changes went live.
Small wins are still improvements.