Portfolio story · Transforming Building a web improvement team at IRCC

← Back to portfolio

2023-2026

I created and led a pilot team dedicated to evidence-based continuous improvement, shaping not only IRCC’s digital content but also how the organization approaches web design and service delivery.

Context

  • IRCC’s web presence was large, fragmented, and often inconsistent.
  • No dedicated team existed to systematically improve content quality, user experience, and usability.
  • Leadership wanted to experiment with a new approach, and asked me to manage a pilot team with significant autonomy.
  • The mandate: improve IRCC’s web presence in ways that were measurable, sustainable, and user-centred.

My role

  • Created the vision and mandate for the team, grounded on evidence-based continuous improvement.
  • Defined processes for identifying issues, testing solutions, and measuring impact.
  • Recruited a multi-disciplinary team (content designers, UX specialists, researchers, developers).
  • Built a team culture around collaboration, openness, and a strong service mindset.
  • Championed the use of research, design, and testing as core practices for government web work.
  • Oversaw projects ranging from quick content fixes to the design of major new tools.

Impact

  • Delivered dozens of improvements across IRCC’s web presence, from small content changes to complex flagship tools.
  • Improved task success rates and reduced user confusion across high-traffic pages.
  • Established new ways of working that proved so effective they are now being integrated into regular web teams.
  • Positioned the team as a trusted partner for policy, communications, and IT stakeholders.
  • Demonstrated that continuous improvement can scale in a complex, policy-heavy environment.
Diagram showing a continuous improvement cycle with three steps: “Research and explore,” “Design and test,” and “Measure and monitor,” connected in a loop to illustrate an ongoing, iterative approach rather than a one-time delivery.
We adopted a simple continuous improvement loop that tied research, design, and monitoring together over time.

What I learned

  • Hiring the right people to do the job is crucial.
  • Setting up a vision, culture, and credibility is just as important.
  • A pilot can drive change at scale if it delivers tangible results and models new ways of working.
  • Evidence-based practices resonate widely when they lead to clear improvements for users and for the organization.