Industry Expertise
Government
Governments are under pressure to improve services while responding to changing citizen expectations, constrained resources and increasingly complex needs.
What we do
Service design provides a practical way to make that transformation more human by bringing citizens, employees and leaders into the process of moving from understanding problems to implementing solutions faster.
Building trust with citizens
Trust is shaped through everyday interactions with government. When services are difficult to navigate, inconsistent or disconnected from people's needs, confidence can erode.
Service design brings citizens directly into the design process, helping governments understand lived experiences, make better decisions and create services that feel more transparent, accessible and responsive.
Moving faster and cheaper
Traditional approaches can spend significant time defining requirements before solutions reach the people who will actually use them. Service design introduces a more iterative approach of researching, co-designing, prototyping and testing ideas before committing significant resources.
This helps governments learn faster, reduce risk and move promising ideas from strategy into implementation with greater confidence.
Scaling with digital and AI
Digital services create an opportunity for governments to reach more people, increase self-service and deliver services more efficiently. But simply digitizing an existing process can also scale its problems.
Service design helps governments rethink the service before and alongside the technology from connecting citizen needs with policy, processes, data, technology and operations to creating digital services that are easier to use and more efficient to deliver.
J5 guided our healthcare team and patients through a design process to ensure our space was welcoming for everyone.
— Jake Jennings, Executive Director Primary Care Alberta
What we do
Whether improving an existing public service, delivering a major transformation or building internal capability, we help governments apply service design wherever it can create the greatest impact.
Assess Services
We assess public services from the perspective of citizens, employees and the organization delivering them. Through research, journey mapping and service design maturity assessments, we identify friction, uncover opportunities and prioritize where change will have the greatest impact.
Citizen experience assessments · Service reviews · Journey mapping · Service design maturity & readiness · Digital readiness · Transformation roadmaps
Design Services
We work alongside citizens, public servants and leaders to turn complex challenges into practical solutions. Using research, co-design, prototyping and service blueprinting, we redesign services across digital and physical channels by connecting better citizen experiences with the processes, policies and technology needed to deliver them.
Service redesign · Citizen experience · Digital services · AI-enabled services · Prototyping & testing · Service blueprinting · Transformation initiatives
Build Capacity
We help governments make service design part of how they work. We embed experienced service designers within teams and transformation programs while building internal capability through training, coaching, tools and practice development—helping organizations become more human-centred and agile over time.
Embedded service designers · Service design training · Team coaching · Practice development · Service design frameworks · Capability & maturity building
Download the business value of service design.
Rooted in purpose, shaped by vision, driven by results.
Welcome to a space designed for ideas that move people. With a focus on quality, clarity, and connection, we're here to help you make an impact that lasts.
Featured Healthcare Projects
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University of Calgary
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Assisted Living Alberta
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Calgary Health Foundation
