Shayne Heathfield
Case studies
About
Shayne Heathfield
Case studies
About
Gov tech
An accessible and user-centric approach to digital services for over 800,000 citizens.
How I partnered with an agile team to unify design and accessibility standards—creating seamless, responsive interactions for residents across devices.
How I partnered with an agile team to unify design and accessibility standards—creating seamless, responsive interactions for residents across devices.
How I partnered with an agile team to unify design and accessibility standards—creating seamless, responsive interactions for residents across devices.
Industry
Gov tech
Project date
2022
Platforms
Mobile, Web
The opportunity
Mississauga’s digital services, designed in the early 2000s, hadn’t kept pace with how residents connect with their city. A growing and diverse community needed intuitive, modern tools to handle daily services like paying taxes or licensing a pet.
The outcome
Our collaborative approach and attention to detail exceeded the client’s expectations so we were awarded the contract to overhaul all of their web applications.
↓ 200%
reduced cost of service
requests from $6.50 to $0.10
reduced cost of service requests from $6.50 to $0.10
reduced cost of service requests from $6.50 to $0.10
reduced cost of service requests from $6.50 to $0.10
1.1 million
monthly website visits
Top 4
most used services
on the City's website
most used services on the City's website
most used services on the City's website
most used services on the City's website
A citizen-centric approach to services
A citizen-centric approach to services
A citizen-centric approach to services
Mississauga’s web applications were built in the early 2000’s. The previous applications were not responsive or accessible and the tech debt was piling up.
The City's digital presence was lagging behind the public sector
The goal was to create people-centred digital services that are fast, clear, and easy to use for people of all abilities.
The City's digital presence was lagging behind the public sector
The goal was to create people-centred digital services that are fast, clear, and easy to use for people of all abilities.
Speed, convenience, and usability is not a preference— it’s expected
Public opinion has shifted from accepting “good enough for government” to expecting government services to match commercial experiences.
Speed, convenience, and usability is not a preference— it’s expected
Public opinion has shifted from accepting “good enough for government” to expecting government services to match commercial experiences.
71% of residents want to be involved in the design of government services
I led focus groups and user testing with citizens to ensure we were putting people’s needs at the centre of the design.
71% of residents want to be involved in the design of government services
I led focus groups and user testing with citizens to ensure we were putting people’s needs at the centre of the design.
Accessible design system patterns for users of all abilities
I partnered with an agile dev team to unify the apps under Mississauga’s corporate design standards and introduce WCAG 2.0 Level AA–compliant patterns that elevated accessibility across the digital experience.
Accessible design system patterns for users of all abilities
I partnered with an agile dev team to unify the apps under Mississauga’s corporate design standards and introduce WCAG 2.0 Level AA–compliant patterns that elevated accessibility across the digital experience.
The City's digital presence was lagging behind the public sector.
The goal was to create people-centred digital services that are fast, clear, and easy to use for people of all abilities.
The City's digital presence was lagging behind the public sector.
The goal was to create people-centred digital services that are fast, clear, and easy to use for people of all abilities.
Speed, convenience, and usability is not a preference. It’s expected.
Public opinion has shifted from accepting “good enough for government” to expecting government services to match commercial experiences.
Speed, convenience, and usability is not a preference. It’s expected.
Public opinion has shifted from accepting “good enough for government” to expecting government services to match commercial experiences.
71% of residents want to be involved in the design of government services.
I led focus groups and user testing with citizens to ensure we were putting people’s needs at the centre of the design.
71% of residents want to be involved in the design of government services.
I led focus groups and user testing with citizens to ensure we were putting people’s needs at the centre of the design.
Accessible design system patterns for users of all abilities.
I partnered with an agile dev team to unify the apps under Mississauga’s corporate design standards and introduce WCAG 2.0 Level AA–compliant patterns that elevated accessibility across the digital experience.
Accessible design system patterns for users of all abilities.
I partnered with an agile dev team to unify the apps under Mississauga’s corporate design standards and introduce WCAG 2.0 Level AA–compliant patterns that elevated accessibility across the digital experience.
The City's digital presence was lagging behind the public sector.
The goal was to create people-centred digital services that are fast, clear, and easy to use for people of all abilities.
The City's digital presence was lagging behind the public sector.
The goal was to create people-centred digital services that are fast, clear, and easy to use for people of all abilities.
The City's digital presence was lagging behind the public sector.
The goal was to create people-centred digital services that are fast, clear, and easy to use for people of all abilities.
Speed, convenience, and usability is not a preference. It’s expected.
Public opinion has shifted from accepting “good enough for government” to expecting government services to match commercial experiences.
Speed, convenience, and usability is not a preference. It’s expected.
Public opinion has shifted from accepting “good enough for government” to expecting government services to match commercial experiences.
Speed, convenience, and usability is not a preference. It’s expected.
Public opinion has shifted from accepting “good enough for government” to expecting government services to match commercial experiences.
71% of residents want to be involved in the design of government services.
I led focus groups and user testing with citizens to ensure we were putting people’s needs at the centre of the design.
71% of residents want to be involved in the design of government services.
I led focus groups and user testing with citizens to ensure we were putting people’s needs at the centre of the design.
71% of residents want to be involved in the design of government services.
I led focus groups and user testing with citizens to ensure we were putting people’s needs at the centre of the design.
Accessible design system patterns for users of all abilities.
I partnered with an agile dev team to unify the apps under Mississauga’s corporate design standards and introduce WCAG 2.0 Level AA–compliant patterns that elevated accessibility across the digital experience.
Accessible design system patterns for users of all abilities.
I partnered with an agile dev team to unify the apps under Mississauga’s corporate design standards and introduce WCAG 2.0 Level AA–compliant patterns that elevated accessibility across the digital experience.
Accessible design system patterns for users of all abilities.
I partnered with an agile dev team to unify the apps under Mississauga’s corporate design standards and introduce WCAG 2.0 Level AA–compliant patterns that elevated accessibility across the digital experience.
Business licensing dashboard explorations
Business licensing dashboard explorations
Business licensing dashboard explorations
As the design system evolved, I incorporated new components and patterns to ensure the experience was consistent, accessible, and scalable across the ecosystem.
From the client
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
See more case studies showcasing my design impact
From the client
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer
“We listened to customer feedback and are building back to better with modern and innovative digital service delivery. I thank the many residents and staff that provided a great deal of input into this exciting and meaningful project.”
Bonnie Crombie
Mayor, City of Mississauga
“We released the first phase of the City’s new site last year and since then have heard from thousands of users who completed surveys and online exercises to help transition to a modern and mobile first experience on our website,”
Gary Kent
Corporate Services and Chief Financial Officer