IRCC Clients' Immigration Journey Map

As part of the Digital Platform Modernization (DPM) at IRCC, and using HCD and design thinking methods, my team (Service Design & Research team) explored clients' current frustrations with IRCC’s digital platform and identified areas of improvement for the new one through conducting over 80 client interviews, including clients from underrepresented populations, as well as interviews with eight Service Provider Organization (SPOs).

Goal was identification of pain points in service delivery in general, and where bias and/or racism could be a factor specifically, as well as identification of service improvement opportunities. Deliverable was a journey map showing clients’ activities across the immigration journey, their feelings, and their frustrations. Assessment of findings against pre-identified IRCC business capabilities was done. Insights provided a foundational research with a baseline of client needs, agnostic from lines of business/ immigration programs. 

Project phases included background research, planning and recruitment, running interviews, analysis and drafting of the journey map, and reporting. Insights from the interviews outlined needs for the new digital platform, agnostic of business lines.

The recruitment involved reaching out to clients from an existing research pool, as well as Service Provider Organizations (SPOs). Identified underrepresented populations for the project were five groups comprising people of colors, clients with disability, indigenous clients, LGBTQ2S+, and e-vulnerable.

Reham and the research team did participant outreach and created research assets: interview guides (script, consent items, and semi-structured interviews questions), note-taking templates, and a Mural board for capturing insights and coding.

Using affinity mapping, Reham and the team synthesized the research, identifying key themes, insights, and areas of improvement. These findings were shared with key decision makers in the form of a journey map (screenshot below), highlighting critical risks to fix, as well as a presentation and a written report. The team was awarded a Director General award to recognize the outstanding anti-racism efforts done throughout this research project.
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