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.
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.
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.
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.