We secured essential resident feedback

Kingston’s online services portal is intended as a one-stop shop for residents to access a wide range of essential services, from reloading their transit cards to reporting a missed garbage collection. The City wanted to be sure the portal met the needs of all, not just some, of its residents. 

We helped the City conduct user research to find ways to improve the resident experience. We interviewed 10 residents aged 18 to 65 with a range of incomes and accessibility needs to identify which services were most important to them, and what they liked and didn’t like about the portal. 

We worked side-by-side with City staff, leading workshops on user research best practices and coaching staff on conducting user interviews and analyzing user data. 

Together, we discovered that while residents were happy with many of the portal’s existing features, they were interested in accessing additional services online, including utilities information and the ability to issue complaints. 

Now, City staff have the information they need to improve this essential digital service and conduct their own user research projects in the future. 

Interested in gaining meaningful insights from the residents you serve?