Research & Strategy Project
A project focused on in-depth user research, signage audits, and developing a new UX strategy to improve wayfinding and access to information for users navigating the courthouse system in British Columbia.
Project Overview
In early 2024, the Ministry of the Attorney General launched a four-month initiative to address persistent wayfinding and signage challenges across B.C.'s 89 courthouses. Despite previous efforts, solutions remained inconsistent and fragmented, causing ongoing frustration for both the public and courthouse staff. My role was to lead in-depth user research using UX best practices, evaluate the current challenges, and develop a prototype aimed at addressing and alleviating those issues. Through service design research, the project aimed to create a cohesive, user-friendly wayfinding system that would reduce staff burden, improve visitor experience, and establish a scalable, “one design fits all” solution across all locations.
Role
Senior UX Designer (Research, Design, Prototyping, Project Planning, User Testing, and Reporting)
Duration
8 Months
Tools
Adobe Illustrator
Mural
Deliverables
Design
Prototype
Accessibility Audit
Journey Maps
Blueprints
Problem Statement
How might we help users navigate courthouses more efficiently and access key information in a clear and streamlined way?
Research
Users Interviewed
35
Key Findings
Staff are consistently frustrated with the current courthouse signage, as many visitors approach them with wayfinding questions, pulling them away from their daily responsibilities.
Signage across various courthouses is outdated and inaccurate, lacking a cohesive design system and clear signage standards.
The signage is missing British Columbia branding and often fails to meet accessibility needs, making it difficult for some user groups to navigate—causing growing frustration among both staff and visitors.
Deliverables
5
Project Phases
Key Activities
Conduct Courthouse Research
Create Wayfinding Best Practices
Research & Visit Places With Wayfinding Best Practices
Key Activities
Conduct User Interviews
Audit Onsite Signage
Draft a Findings Report From Interviews and Visits
Key Activities
Hold Stakeholders Workshop
Design Prototype
Test Prototype Within Chosen Courthouse Location
Project Plan & Research
Deliverables
Project Plan
Research Board
Research Findings Preliminary Report
Onsite Visits & User Interviews
Deliverables
User Interview Script
User Interview Findings
Signage and Way finding Audit Report for 6 courthouses.
Prototype & User Testing
Deliverables
Prototype
User Testing Report
Finalized Findings and Next Steps Report
Phase One Tasks
Formulate A Project Plan
One of my first tasks was creating a project plan by aligning goals with stakeholders, defining key outcomes, and clarifying scope. I built a timeline with research, testing, and deliverables, and established regular check-ins and shared documentation to keep all teams aligned.
Conduct Real World Wayfinding
During the research phase, my team and I visited public spaces known for effective wayfinding, building on insights from my earlier research. I focused on analyzing signage that supported easy navigation across language and accessibility needs. These findings helped shape our prototype direction and guided the design team's next steps.
This research was delivered in a confidential report.
Research Wayfinding Best Practices
One of my first research tasks was exploring best practices in wayfinding, a new area for me. I gathered insights from multiple sources and created a research board to guide our team, align with stakeholder expectations, and evaluate our strategy against real-world examples—all within a tight timeline.
Research Courthouse Signage
Next, I analyzed existing courthouse signage to identify what was working and what wasn’t. This helped us understand the current landscape before starting design and prototyping. We shared our findings with stakeholders to outline how we could improve it and define next steps.
This research was delivered in a confidential report.
Phase Two Tasks
Create User Interview Script
In phase two, I created a user interview script and recruited 35 courthouse employees from various departments who regularly deal with wayfinding issues. They also guided me through six courthouses, highlighting signage problems and sharing their expectations for the project. These interviews were key to understanding both staff and visitor frustrations.
Signage Audit
During user interviews, I conducted a signage audit across six courthouses, reviewing everything from temporary paper signs to permanent fixtures. I focused on identifying design inconsistencies, language barriers, accessibility issues, and physical obstacles. I photographed over 578 signs, organized them in a Mural board, and categorized each one for future reference.
This research was delivered in a confidential report.
Conduct Onsite User Interviews
I interviewed 35 employees onsite across six courthouses in British Columbia, including both provincial and supreme courts. Each session lasted 30–60 minutes, often longer when paired with a signage audit. I recorded their feedback and organized all responses on a Mural board to keep the team aligned and efficient.
This research was delivered in a confidential report.
Create Blueprints & Journey Maps
One of my deliverables was a service blueprint and journey maps showing how visitors navigate the courthouse using basic signage. Focused on the physical journey, these tools helped stakeholders visualize real-world scenarios and better understand the challenges faced by both visitors and staff.
This research was delivered in a confidential report.
Phase Three Tasks
Conduct Opportunities Matrix Workshop
I facilitated a workshop to present our research findings and guide the team through five prototype opportunities I developed. Each option was visually and strategically framed to support decision-making, and through collaborative discussion and voting, the colour-coded directory emerged as the preferred solution.
This research was delivered in a confidential report.
Conduct User Testing
Over two days, I conducted hands-off user testing at the courthouse, observing over 100 people interact with the directory prototype. By watching from a distance, I gathered unbiased insights through user behavior and overheard feedback, which informed my final report and next steps for evaluating the solution’s effectiveness.
This research was delivered in a confidential report.
Design & Implement Prototype
After the prototype was approved, I mapped the courthouse floor plans in Adobe Illustrator and designed a color-coded directory based on research insights. I used colorblind-safe palettes, clear borders, and universal icons to ensure accessibility, refining the design through several iterations.
Handoff Documents & Final Deliverables
After compiling the user testing results, I created a comprehensive final report summarizing the research, deliverables, and key insights for stakeholders. I also outlined recommended next steps and potential improvements. Overall, the outcomes were well received by both the team and stakeholders.
This research was delivered in a confidential report.
Final Outcome
Overall, both stakeholders and court staff, along with the public, expressed enthusiasm for the updated signage and the introduction of a directory. Particularly, the staff were relieved to receive assistance with the numerous wayfinding issues they had been facing. The stakeholders deemed the project highly successful and have decided to extend a new contract, allocating additional resources for testing locations, funding, and further research. The next steps involve conducting a comprehensive signage audit of the courthouses, developing a cohesive design system and branding guide, and conducting further research on accessibility aspects of the signage. The project was deemed a remarkable success by all involved parties, who were extremely pleased with the journey and the outcomes achieved.
What would I have changed
This project was a unique experience, as it was my first time working deeply with wayfinding and physical signage. Despite a tight timeline and limited resources, the prototype was a success—shedding light on major wayfinding challenges faced by both visitors and staff in the courthouse.
Looking back, I would have advocated more strongly for a digital solution. Given that most visitors carry smartphones and courthouses offer free Wi-Fi, an online wayfinding system—accessible via mobile or digital kiosks—could have provided a more modern, scalable, and informative experience, while supporting a broader range of user needs such as language barrier solutions and informational support on services provided.