Better Together Waterloo
Digital Services Playbook · Region of Waterloo
A centralized digital playbook that brings training, guidance, and resources together to help Region of Waterloo staff navigate digital services with confidence.
The information existed.
Finding it was the problem.
Region of Waterloo staff had access to digital tools and resources, but finding the right information wasn’t always straightforward. Scattered training materials, inconsistent interfaces, and unclear navigation made everyday tasks more complicated than they needed to be.
01 / THE PROBLEM
How might we make the right resources easier to find, right when they’re needed?
We identified four key challenges:
Scattered Training
Training materials were spread across different places, making information harder to locate.
Inconsistent Design
Digital tools lacked a consistent look and structure, creating a disconnected experience.
Confusing Navigation
Unclear labels and similar actions made it difficult to know where to go next.
Difficult Training Tools
Existing resources weren’t always easy to navigate or apply to everyday tasks.
02 / RESEARCH & TESTING
Then we put it to the test.
We tested the prototype remotely with three Region of Waterloo employees, including both new and experienced staff.
Using think-aloud sessions and task-based testing, we observed how employees navigated the prototype, completed tasks, and identified areas for improvement.
03 / KEY INSIGHTS
Some things clicked immediately.
Testing revealed several features that helped employees navigate the playbook.
Quick Actions
Participants easily located the Quick Actions section, giving them a clear starting point for common tasks.
Left-Hand Navigation
Organized categories helped employees scan and explore resources, particularly when they weren’t sure where to look.
Search
Search was included as a feature evaluated during testing. Add the specific participant finding here once confirmed.
04 / WHAT NEEDED WORK
“Log Complaint” or “Submit Service Request?”
Not everything went according to plan. Testing revealed a few areas where employees got stuck.
Unclear Terminology
Participants struggled to distinguish between “Log Complaint” and “Submit Service Request,” making it unclear which action to choose.
Unexpected Navigation
One experienced employee expected to find the complaint tool under Operations rather than Toolbox.
Different Ways of Finding Information
Newer employees tended to rely on search rather than navigating through the menus.
These findings highlighted opportunities to improve labels, navigation, and how employees discover resources.
05 / ITERATION
What we heard → what we changed.
06 / FINAL SOLUTION
One place to learn, search, and get things done.
The Digital Services Playbook brings training, tools, and guidance into one place, helping Region of Waterloo employees spend less time searching and more time getting things done.
Explore the Live Prototype →
07 / REFLECTION
Sometimes, the smallest details make the biggest difference.
This project taught me that improving an experience doesn’t always mean starting from scratch. Watching employees navigate the prototype showed me how much labels, navigation, and the placement of information can affect whether someone knows what to do next.
It reminded me that even the smallest design decisions deserve attention.
