The WSIB provides workers compensation for 5 million injured workers in 300k regulated workplaces. Our Innovation Lab of 12 works with WSIB often for new ideas and business needs. At the time, our team was working on 3 projects.

showed that there was a growing negative sentiment behind workers compensation after speaking with hundreds of employers and injured workers.

The increase in claims over 3 years meant that many more people were going through the claims process. New injured workers and employers want to feel supported during the process and often access the WSIB website. The WSIB website is has tons of resources, but those resources are not that accessible.

Our team thought of many ideas like ...

• Reworking the current website’s IA to prioritize key information
• Redesign the FAQs page to be more accessible and useful
• Improving the search page with better results

However, referencing the chatbot projects we were going to be working on when enter Q1 of 2021, I had another idea.

• Must support WSIB accessibility guidelines (AAA standards and design language)
• Must work with Drupal (WSIB’s website is built on it)
• Complete the end-to-end design and development process in 3 weeks before we show stakeholders (WSIB Executives and Internal Team Leads)

The designs were shared early with developers to get them thinking about feasibility / implementation. The Dialogflow model was being trained and developed in parallel with design and content work. We implemented the design in 3 days (2 weeks in), allowing us to conduct a usability study for the week.

• User needs + chatbots = amazing pairing
• Guided users to helpful info while improving the understanding of the process
• Made info on the WSIB website more accessible
• The 3 weeks were extremely fast-paced, but it forced me to make effective decisions quickly