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Protecteur du citoyen
UX optimization
Accessibility
Security
Institutional design
When every click matters: rethinking access to justice with purpose and clarity.
When rigour meets the human experience
The challenge
Creating a clear, inclusive, and reassuring digital experience for citizens, grounded in research and continuous improvement.
Before redesigning the Protecteur du citoyen website, in-depth user research was conducted to understand real needs, pain points, and browsing behaviours. These insights informed every decision, from information architecture to form design. The goal was not to rebuild everything from scratch, but to thoughtfully evolve the existing platform with empathy, focusing on concrete improvements that enhance the experience without disrupting overall coherence:
- Adapt the site architecture to better reflect real user journeys identified through research.
- Simplify forms and make them accessible, while meeting regulatory requirements.
- Modernize the interface and strengthen visual consistency across existing sections.
- Maintain technical stability and security without interrupting online services.
- Establish a continuous improvement approach based on data and citizen feedback.
Our approach
Co-creating to better understand.
From the very beginning, the project was built on close collaboration with the client and their team. Through a series of co-creation workshops, we defined user priorities, technical constraints, and organizational objectives.
Each exchange helped refine user journeys and identify what truly mattered: enabling citizens to quickly find the information they need, even in sensitive situations.
Trust, clarity, and consistency
Simplified journeys, designed for citizens
Every improvement was designed to reduce complexity, highlight essential actions, and deliver an inclusive experience:
- Redesigned homepage prioritizing key actions: filing a complaint, understanding one’s rights, and contacting the office.
- Reorganized and simplified forms to minimize friction and reduce the risk of errors.
- Restructured information architecture and calls to action to guide users intuitively.
- Harmonized colours, grids, and components to create a consistent and reassuring experience.
Technical note
The platform is built on an optimized architecture with reinforced security and full compliance with Québec government standards.
Simplifying the experience, strengthening trust
A website that guides, informs, and supports
The new user journeys place people at the centre, whether they are filing a complaint, acting as a professional, or simply seeking information.
- Essential forms: Simplified, accessible interfaces that reduce stress and improve understanding, even in sensitive situations.
- Guided navigation: A clear, logical structure where each page helps users move toward the right action without getting lost.
- Visual consistency: A coherent, reassuring experience, from forms to editorial content, reinforcing the institution’s credibility and public trust.
A solid, scalable foundation
An institutional platform redesigned to inspire trust, simplify processes, and improve accessibility
Beneath the surface, we strengthened the technical infrastructure to deliver a stable, fast, and secure platform, one designed to evolve alongside the organization’s needs. Security layers were reinforced, performance optimized, and update processes simplified to support day-to-day management.
Every improvement was designed to make life easier for citizens, while meeting the highest standards of security and accessibility.
+50
redesigned forms, offering clearer and more accessible journeys for every type of request.
100%
compliant with Québec government accessibility standards, ensuring an inclusive experience for all users.
