(Case Study Preview) Public Housing Website Redesign: Toronto Community Housing

My Role, Team Structure, & Highlights:

Facing an unprecedented rise in housing prices over the last several years, the Toronto Community Housing corporation needed a more efficient way to provide placement and support services to over 164,000 city residents.

I was tasked with a website redesign effort that focused on making a comprehensive array of services easy to access and understand, with the goal of reducing costs and inefficiencies.

  • Conducted cross-functional 0-to-1 design effort that included research with customers, stakeholders, and subject-matter experts to establish clear requirements and release milestones.
  • Established a rapid cadence of in-depth usability-testing through collaboration with Community Support personnel & subject-matter experts, that enabled a 90% increase in successful task completion with an average reduction of time-on-task of 50%.
  • Established multiple feedback channels to track increased efficiencies generated by the new website, with initial support call volume decreasing by over 20% in the first 3 months.
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© 2016 David Service

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