Insights

A visual metaphor for service design: Separate colored bands representing Desirability, Feasibility, and Viability enter a prism and combine to form a single white beam, illustrating how these factors work together to bring a service to life.
Digital Services and Products, Digital Transformation and Innovation, Government Consulting, Human-Centred Design, Management Consulting, Service Design, Technology Solutions

Balancing desirability, feasibility, and viability in public service design

Across countless public sector projects, Sara Redpath, OXD’s Sales Director, has seen the same challenge: navigating continuous tension between desirability, feasibility, and viability. In this article, she explores why government digital services often struggle with this balance—and how human-centred design can help.

OXD illustration of varying picture frame types to represent the concept of Frame Creation
Government Consulting, Human-Centred Design, Service Design

How Frame Creation can inspire innovation

Our Director of UX and Service Design, Jacqueline Antalik, shares a practical framework for breaking through reactive problem-solving patterns in complex public sector organizations.

A grid of light and dark blue circles on a solid dark blue background. The circles on the left are a uniform color, which then shifts to a mix of lighter and darker shades toward the right in a non-uniform pattern.
Digital Transformation and Innovation, Government Consulting, Human-Centred Design, Service Design, Technology Solutions

Software for the generative age: Designing for non-determinism

How do you design great user experiences when AI gives different answers every time? Steve Ly, our Director of Software Development, interviews Jacqueline Antalik, our Director of UX and Service Design, about shifting from predictable design to systems that embrace uncertainty.

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Digital Transformation and Innovation, Government Consulting, Service Design

Five impressions from an unexpected healthcare service journey

Being the parent of an injured child forced Gordon Ross, OXD Vice President and Partner, to reconsider how a service designed equates to a service experienced. Here are his impressions on the collision of time, infrastructure, and identity across an unexpected summer healthcare journey.

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Government Consulting, Service Design

Embracing the vertigo of service design

Gordon Ross shares insights around the profound impact of viewing service design from a broader perspective.

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Digital Transformation and Innovation, Government Consulting, Human-Centred Design, Management Consulting, Service Design

How you can use GBA+ for inclusive analysis in projects

Director of User Experience Jacqueline Antalik discusses the benefits of Gender-Based Analysis Plus (GBA+)—a tool that helps you see how different genders and diverse people experience policies, programs, and services.

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Human-Centred Design, Service Design

Should you compensate research participants?

OXD UX Designer Hitomi Yokota explores the question, “Should we compensate research participants?” We believe it’s not only essential, but also an ethical requirement.

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Digital Services and Products, Human-Centred Design, Service Design

How to conduct design research with compassion

In the wake of personal tragedy, designer Jacqueline Antalik practices deeper patience and compassion for research participants.

remote user research concept illustration of zoom call with man and post-it notes
Digital Services and Products, Digital Transformation and Innovation, Government Consulting, Human-Centred Design, Management Consulting, Service Design

How to broaden your reach and reduce participant barriers with remote user research

UX Designer Winnie Ho shares how we worked out some of the kinks encountered with remote user research and virtual engagement.

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Government Consulting, Human-Centred Design, Management Consulting, Service Design

The Indigenization of policies and services in BC: lessons from Te Ao Māori

Reflections on working in the public sector and how British Columbia can move towards the systemic Indigenization of policies and services.

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Government Consulting, Human-Centred Design, Service Design

Navigating the PIA process in the BC provincial government

An OXD Service Designer reflects on their experience working with the BC Government and offers six tips to make your privacy impact assessment process easier to navigate.