Hosted by and CapCHI
Immigration, Refugees and Citizenship Canada (IRCC) set out to improve services for people with disabilities through human-centred design with an Accessibility Design Challenge.
When we asked our clients about their experiences, we expected to hear about barriers with service touch points. But they told us so much more. Between policy, the built environment, websites and call centres, and with competing internal interests and a desire to chase shiny objects, keeping service design in scope was a challenge in itself.