Immigration, Refugees and Citizenship Canada
IRCC agent support process user experience design proposal
IRCC: Immigration, Refugees and Citizenship Canada
IRCC Chat-bot answers questions or guides users to reach to the accurate information on the website, this in turn will reduce phone call traffic and free up employee time for other work.
Before users call the IRCC, a IRCC Chat-bot will sort the issue and guide users to the person who in charge of that section directly and clearly.
IRCC Chat-bot get the information of users who need further support from specific agents. Agents can track user information and process with the issue number. Also, if users book a call back, agents call users as soon as they are free.
With all the big data that IRCC Chat-bot has gotten, the IRCC can update or improve the information on the website to reduce the potential number of the people would have same issue.
https://www.statista.com/statistics/443063/number-of-immigrants-in-canada/
Canada’s appeal as an immigration destination has been increasing over the past two decades, with a total of 313,580 immigrating to the country in 2019. Included in this number is every foreigner that has communicated with IRCC at one time or another for any reason, in any way. However, as I continued my research, I could notice that there are some pain points on the process of interacting with IRCC.
Canada is a country which was settled by immigrants. Numerous people who came from various nations live together in Canada, therefore, the emigration policy of Canada have distinct features. However, despite the fact that IRCC (Immigration, Refugees and Citizenship Canada) provides few welfare options and job/beneficial opportunities to foreigners, there are a lot of pain points with communication between IRCC and foreigners. In this project, I analyzed issues these and discovered insights through various research methods, hoping to find ways of improving user experience.
Keyword: ircc
https://trends.google.com/trends/?geo=CA
Keyword: cic
*CIC was renamed to IRCC in 2015
https://trends.google.com/trends/?geo=CA
Keyword: gc key
*GC Key is one of the ways to login in the IRCC
https://trends.google.com/trends/?geo=CA
Keyword: cic login
https://trends.google.com/trends/?geo=CA
IRCC Website login page
https://www.canada.ca/en.html
Through keyword research using Google Trends and usability tests, I could discover that the pain points start to be occured from the IRCC login process. Especially with GCKey, one of the login processes, there are a lot of people who are lacking information about it. Furthermore, people are using other websites such as MyImmiTracker to ask questions and get a help because of the lack of information and unsatisfactory user experience on the IRCC website.
TARGET
35 people who have contacted the IRCC within a year Not from Canada(27) PR in Canada(6) Citizen in Canada(2)
RESEARCH POINT 1.
For which purpose people try to contact to the IRCC
RESEARCH POINT 2.
Which channel people use to communicate with the IRCC
RESULTS.
Generally people contact the IRCC for Visa application, checking their status about process, tax return, and asking some questions. The majority of people who use the website had to contact the IRCC in other ways because their issue was not solved with one method.
RESEARCH POINT 3.
Overall satisfaction about communication with the IRCC
RESEARCH POINT 4.
What are the pain points on each contact points with the IRCC
RESULTS.
A remarkable number of people have had negative experience when they contacted to the IRCC.
REASONS
Website: Unclear information / Technical problem Phone call: Long wait time
FOCUS GROUP
Who has had negative experiences on the website so much so that they had to communicate on the phone.
DISSATISFACTION ABOUT THE IRCC WEBSITE
The website information are little complicated. It links to different pages without a regular workflow. The guide for application is not clear enough. Should have the direct link for every step instead of linking to different sections of the website. Their processing takes a lot of time and it’s hard to track where your application progress. There’s no clear instructions on how to apply and restrictions on documents upload size sucks! Navigation through IRCC Website is little confusing. Just if the website could be a little more clear, that would be helpful to great extent, especially their login system. Sometimes the information is not as easy to understand.
DISSATISFACTION ABOUT THE IRCC PHONE CALL
Sometimes the agents give unclear responses. IRCC sucks! They should hire some more people and who don’t suck at their job!!! Automated messages are the worst! Same message every time basically useless! It really sucks. I’ve a lot of experiences to wait them about 3 hours. Also not clear information. A person who I talked first guided me to call to the other person B, and B guided me to A again. Sometimes the agents give unclear responses. Have more people who’re able to be in charge of phone calls, I do not want to wait for an hour. They hang up your phone if you call afternoon. When I call them, the answering machine guide which number I should choose, and it’s not clear.
To observe the user-flow with an objective view, I shadowed one user as a persona, and built a user journey map.
To observe the user-flow with an objective view, I shadowed one user as a persona, and built a user journey map.
MISSION 1. Provide accurate information easily, and efficiently.
MISSION 2. Reduce wasted time while users are contacting the IRCC.
MISSION 3. Improve the work efficiency of IRCC and ultimately improve the service.
There is a great variety of issues people have when contracting the IRCC because they came from different countries and all have different statuses. However, the user experience in the current IRCC website isn’t easy to communicate, the information is not well organized, and the IRCC is having to spend time personally guiding people through complex issues. For that reason, other work is in a state of paralysis because of the flood of inquiring calls, also people who need help are stressed because there is no other efficient way to get help except waiting their turn. Overlapped inquiring issues decreases work efficiency for the IRCC. Furthermore, even if a customer can reach to the IRCC on the phone, if there is an incorrect guide, they won’t always get the same person so they have to reiterate their issue repeatedly. All these issues can’t be solved by just redesigning the websites. The ultimate way to solve the problem is needed.
IRCC Chatbot
Users can use IRCC Chat-bot on the website to reach to the accurate information efficiently.
PLAN 1.
IRCC Chat-bot answers questions or guides users to reach to the accurate information on the website, this in turn will reduce phone call traffic and free up employee time for other work.
PLAN 2.
Before users call the IRCC, a IRCC Chat-bot will sort the issue and guide users to the person who in charge of that section directly and clearly.
PLAN 3.
With all the big data that IRCC Chat-bot has gotten, the IRCC can update or improve the information on the website to reduce the potential number of the people would have same issue.
When users access to IRCC Chat-bot on the website, IRCC Chat-bot is opened on the browser.
Detail View
