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Trust is the foundation of any relationship – and that goes for the relationship people have with government services too. Simply put, if people don’t have trust in a service, they won’t use it.

In this issue, we talk about the role that the content within a service plays in building that trust. We also share how we're working to understand our audiences’ changing needs to better inform our content and services.

Five differently coloured squiggly lines overlapping. After passing through a filter, there are two lines, now running in a straight line.

Just enough detail

Often, when it comes to content design, less is more. When you’re trying to explain something, it’s tempting to explain everything. But that can actually be counterproductive to understanding and trust.

In this blog, one of our content designers explains why we picked the specific words and the level of detail that we did in the COVID Alert app to make it easier to use.

 

People drawn as simplified stick figures in different types and coloured clothing, going about their day.

Illustrating with diversity and inclusion

The content in a service is not limited to words. Images also play a key role in people’s understanding of how a service works, and who it is for (or not for). That’s why illustrating with diversity and inclusion is an important part of building trust.
 
Learn how, when one of our service designers started illustrating for the COVID Alert app, she kept this in mind to help everyone feel like they were included in the service, and in the fight against COVID-19.

 
Four people ranging in emotions from happiness to reluctance.

Understanding changing mindsets

The key to impactful content is understanding your audience – their needs, challenges, and shifting contexts. This is particularly relevant right now, as people’s day-to-day lives feel very different than they did months, or even weeks ago. 

Learn how our team is working to understand the shifting realities for Canadians during the global pandemic, in order to incorporate the learnings into the design of the COVID Alert app. 

 

In the community:

How to become a strategic leader
Apolitical 
January 11

Elder talk: Exploring Identity

Canada School of Public Service
January 13


Career boot camp: taking your career path virtual
Canada School of Public Service
January 26 - February 3

Policy Crunch - What’s Happening to our Legacy Technologies and Services? 

Institute on Governance
February 2


Agile Methodology for Digital Government Services ($)
Infonex
February 9 - 10

Work with us!

We're hiring for a(n): 

  • Storyteller and Media Relations Advisor
  • Administrative Officer - Internal Operations
If you think one of these could be you, apply to join the team!

We want to hear from you, eh?

What parts of this newsletter did you like most? Is there anything you'd like to see that we haven't talked about?  Let us know.

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Canadian Digital Service · Government of Canada · 219 Laurier Ave W · Ottawa, ON K1P 5J6 · Canada