Canada Border Services Agency.

Challenge

CBSA was modernizing traveller and client service workflows across web and mobile products. The work had to balance public usability, front-line operations, accessibility, policy, privacy, security, and delivery constraints.

What was done

• Designed web and mobile applications, interaction models, wireframes, functional prototypes, and high-fidelity interfaces for several CBSA products.
• Planned and conducted interviews, workshops, usability tests, card sorting, heuristic evaluations, and iterative design reviews with front-line and program users.
• Created user flows, customer journeys, service blueprints, information architecture, content workflows, and documented functional, performance, accessibility, privacy, and authentication requirements.
• Designed WCAG AA compliant pathways and prototypes, and provided implementation guidance to product and development teams.
• Used Azure DevOps and Agile sprints to turn research findings into user stories, refinements, and validated design changes.
• Supported web strategy, accessible content, search optimization, stakeholder presentations, and operational guidance for sustainable product delivery.