Immigration, Refugees Citizenship Canada

Immigration, Refugees Citizenship Canada

The client wanted us to help them reduce the overwhelming amount of calls at their Client Support Center (CSC), and my team's focus was on the Permanent Residence(PR) clients.

The client wanted us to help them reduce the overwhelming amount of calls at their Client Support Center (CSC), and my team's focus was on the Permanent Residence (PR) clients

How might we bring Reassurance to PR clients before they reach a CSC agent?

To position oneself within the
problem domain we decided to find the answer to the above question

The key findings from our research were that clients want tailored responses to their questions, they want to know “where in the process their file is,” and most importantly,
they want to feel reassured about their application.

Our research found that many clients contacting IRCC struggled to reach an agent or faced long wait times. Those who did connect were often dissatisfied with the responses. Delays beyond the advertised timeline caused anxiety and frustration about their applications.

Tasks and roles involved while working with the team

Tasks and roles involved while working with
the team

  • Data Collection: Experienced in designing and distributing surveys and questionnaires to effectively gather user data for interviews.

  • Secondary Research: Proficient in conducting secondary research, including reviewing literature and journal articles to support project insights.

  • Usability Testing: Adept at conducting usability testing to validate proposed solutions and gather user feedback, ensuring the solution is more inclusive and user-centered.

  • Infographic Design: Skilled in creating infographics to visually represent research-driven insights, enhancing client understanding.

  • Collaborative Solution Design: Experienced in designing solutions iteratively in collaboration with clients, based on research findings.

  • Comprehensive Reporting: Capable of summarizing and compiling project findings into comprehensive reports, providing actionable insights for stakeholders.

  • Data Collection: Experienced in designing and distributing surveys and questionnaires to effectively gather user data for interviews.

  • Secondary Research: Proficient in conducting secondary research, including reviewing literature and journal articles to support project insights.

  • Usability Testing: Adept at conducting usability testing to validate proposed solutions and gather user feedback, ensuring the solution is more inclusive and user-centered.

  • Infographic Design: Skilled in creating infographics to visually represent research-driven insights, enhancing client understanding.

  • Collaborative Solution Design: Experienced in designing solutions iteratively in collaboration with clients, based on research findings.

  • Comprehensive Reporting: Capable of summarizing and compiling project findings into comprehensive reports, providing actionable insights for stakeholders.

Our proposed solution was focused on reassuring clients before they reach out to call the CSC. The clients will be able to access the chatbot + live chat inside the PR application portal

Our proposed solution was focused on reassuring clients before they reach out to call the CSC. The clients will be able to access the chatbot + live chat inside the PR application portal

Our research found that many clients contacting IRCC struggled to reach an agent or faced long wait times. Those who did connect were often dissatisfied with the responses. Delays beyond the advertised timeline caused anxiety and frustration about their applications.

Our research found that many clients contacting IRCC struggled to reach an agent or faced long wait times. Those who did connect were often dissatisfied with the responses. Delays beyond the advertised timeline caused anxiety and frustration about their applications.

Our research found that many clients contacting IRCC struggled to reach an agent or faced long wait times. Those who did connect were often dissatisfied with the responses. Delays beyond the advertised timeline caused anxiety and frustration about their applications.