The Working Centre in Kitchener-Waterloo has been dedicated to aiding marginalized populations for over 40 years. In partnership with Prosper Canada, it embarked on an initiative to connect the populations they serve to government benefits and tax filing support.  Recognizing the intricate...

In 2020, the Indigenous Consumer Assistance Network (ICAN) set out to widen the scope of its financial counselling services by looking at how it could deliver a holistic financial counselling framework that could better meet the financial and well-being needs of its service users. Over the past...

This report provides insights from the project, including highlighting the challenges people with disabilities in British Columbia face in their journey to get income benefits, the opportunities to remove those barriers and implications for future benefits design. The demand for access to benefits...

With a growing number of barriers to accessing vital services, we need to think critically about accessibility and people’s services experiences in the social and public sector. Human-centred design is an approach which centres the voices and lived experiences of people who are impacted in the...

Amidst the COVID-19 lockdown, community service agencies across Canada have had to rapidly adapt the way they engage and support people in the community. ​ A growing number of Canadians need (or soon will need) support as they deal with the financial strain brought on by an unprecedented global...

This report, Roadblocks and Resilience Insights from the Access to Benefits for Persons with Disabilities project, provides insights on the barriers people with disabilities in British Columbia face in accessing key income benefits. These insights, and the accompanying service principles that...

Service design consultancy Bridgeable provides an overview of the project partnership with Prosper Canada in April 2020 to take a design sprint approach in providing remote tax-filing and benefits application service solution. Over the course of four consecutive days, Bridgeable worked with...

Human insights are used when designing programs and improving services through understanding clients’ hidden preferences, environment factors and behaviors. The Human Insights Tools from Prosperity Now are intended to take you through the process of discovering opportunities for innovation from...

This report presents an analysis of the impact of COVID-19 on the nonprofit sector drawn from data collected in CCVO's Alberta Nonprofit Survey, data from surveys by the Alberta Nonprofit Network, Imagine Canada, and partner organizations across the country. The analysis in this report shows that...

Marco Campana shares his five good ideas for nonprofit organizations to connect deeply with their clients and communities and to start thinking about what their work might look like in the post-pandemic new...

WoodGreen Community Services, a large multi-service frontline social service agency in Toronto, provides free tax preparation services year-round to people living on low incomes. WoodGreen was interested in designing a novel solution to address the tax filing needs of homebound seniors who are...

Many frontline community organizations provide free tax preparation services to people living on low incomes across Canada using a variety of methods. However, when COVID-19 struck, a large majority of agencies offering free tax-filing supports were forced to close their doors and halt in-person...

This website shares tools, tutorials, and resources on service design. The tools will help you prepare for different stages of the service design process, think through who to engage and how, and plan or improve a service. Includes templates for tools such as empathy maps, personas, service...

This brief uses the experiences of participants in a service design process called the Savings Innovation Learning Cluster (SILC) to gather key insights into client perspectives and how it can be used to better program design. Four human insights research and design methods are explored—client...