Freedom of Information Modernization
Internal SaaS Platform Redesign
UX & UI Case Study
The BC Government’s FOI process handles hundreds of thousands of requests each year.
The legacy system required staff to navigate multiple disconnected tools, creating delays, inconsistent applicant communication, and difficulty meeting legislated timelines.
Impact & Results:
↑ 90% of FOI requests met legislated timelines
↑ 10% more applicants used online webform
↑ 10% more requests redirected to public info
↑ 16% on-time completion rate
↓ 8.75% average request cost
↓ Processing time from 49 → 30 days
↓ 7 days average processing duration in pilot ministries
COMPANY
BC Government
ROLE
Senior UX/Product & Service Designer
DATE
2023-2025
BRIEF
Design a unified, cloud-native web application for request management, redaction, and communication, powered by automation and real-time analytics.
Project Goals
Replace outdated legacy platform
Streamline applicant submission process
Improve communication between applicants & staff
Create consistency across all workflows
Speed up redaction & request handling with automation
Track performance with real-time analytics
I led 50+ user sessions with ministry staff and stakeholders, including:
Heuristic walkthroughs of the existing platform
Journey mapping to uncover bottlenecks
Workshops with “Super Users” for iterative feedback
Key insights:
Need for applicant profiles, including “on behalf of” submissions
Integrated fee review and payment management
Automated status-based applicant updates
Custom dashboards for different IAO roles
Research
(Workflow tracking & User flow)
Planning & Design
I created designs tailored to specific roles and workflows:
IAO Intake Analyst Dashboard — Centralized incoming requests with filters, task prioritization, and fee management tools
Open Information Analyst Dashboard — Streamlined publishing workflow for redacted public records
Integrated Redaction Tool — Allowed analysts to redact records in-platform without exporting files to external apps
Request View Tabs — Managed all request details, communication, and records from a single screen
Applicant Profile Modals — Supported nuanced cases and improved data consistency
Records Log — Full audit history for transparency and compliance
All designs followed WCAG accessibility standards, ensuring inclusivity and compliance.
(Roles & Status Planning)
(Design Solution: Redaction Tool - Integrated in-platform redaction app reduces context-switching and increases compliance.)
Testing & Iteration
We ran multiple usability testing rounds with targeted user groups:
Identified and removed friction points in dashboard navigation
Refined labels, information hierarchy, and error messaging based on user feedback
Tested redaction flows to ensure compliance without slowing workflows
Iterations were deployed quickly using an agile delivery model with sprint-based design reviews, ensuring alignment with development.
(User Testing results for intake requests)
(User Testing results for navigating to records log and uploading records)
(Multiple User vs. Systems Flow)
Impact & Results
↑ 90% of FOI requests met legislated timelines
↑ 10% more applicants used online webform
↑ 10% more requests redirected to public info
↑ 16% on-time completion rate
↓ 8.75% average request cost
↓ Processing time from 49 → 30 days
↓ 7 days average processing duration in pilot ministries
Before Redesign:
Staff switched between up to 5 applications for a single FOI request.
No unified dashboard or role-specific workflow.
High administrative overhead and missed deadlines.
After Redesign:
A single role-based platform with integrated redaction, applicant management, and performance analytics.
Streamlined communication between applicants and IAO staff.
Automation to reduce manual steps and track compliance in real-time.
Screens
Reflection
This project proved that government services can be fast, intuitive, and transparent when designed with the people who use them. By focusing on role-specific workflows, automation, and active stakeholder engagement, FOI Mod transformed a cumbersome process into a streamlined public service.