The Problem
Scouts Canada's registration journey had grown unwieldy. What should have been a simple path - a family signs up, a volunteer onboards - had fractured across multiple digital platforms, duplicated processes, outdated technology, and inconsistent guidance. For equity-deserving families in particular, the friction wasn't just inconvenient. It was exclusionary. People were dropping off before they ever got in the door.
The complexity wasn't one thing. It was everything at once. Digital tools, business rules, volunteer bottlenecks, and operational processes were all tangled together with no unified view of how the system actually worked end to end. Any redesign had to navigate that interdependency carefully, while keeping equity and inclusion at the centre, and while bringing a national organization's worth of stakeholders into alignment around a shared direction.
The Challenge
Working as part of a cross-functional team, I contributed to all four phases of the engagement. We conducted 30+ stakeholder interviews across the country, mapping the registration system for both parents and volunteers across digital touchpoints, policies, and teams to surface where the real friction lived. From there we visualized the full journey across both member and volunteer pathways, identifying critical drop-off points, repetitive identity checks, and equity barriers in subsidy access.
In the prototyping phase I helped co-create high-fidelity service blueprints showing the future-state experience across digital and human touchpoints, alongside simplified product flows tested with internal teams. The final phase focused on solution translation: bridging the gap between the design vision and delivery reality by mapping prototypes to user stories, tech requirements, and phased implementation plans that cross-functional teams could actually execute against.
The Challenge
Working as part of a cross-functional team, I contributed to all four phases of the engagement. We conducted 30+ stakeholder interviews across the country, mapping the registration system for both parents and volunteers across digital touchpoints, policies, and teams to surface where the real friction lived. From there we visualized the full journey across both member and volunteer pathways, identifying critical drop-off points, repetitive identity checks, and equity barriers in subsidy access.
In the prototyping phase I helped co-create high-fidelity service blueprints showing the future-state experience across digital and human touchpoints, alongside simplified product flows tested with internal teams. The final phase focused on solution translation: bridging the gap between the design vision and delivery reality by mapping prototypes to user stories, tech requirements, and phased implementation plans that cross-functional teams could actually execute against.
The Process
The Outcome
Scouts Canada came out of this engagement with something they didn't have before: a unified view of their own system. Teams that had been working in silos now shared a common picture of priorities, pain points, and what needed to change. Validated prototypes moved into real-world rollout. Equity, automation, and user-centred design became explicit strategic pillars rather than aspirations. And critically, more youth, particularly those who had previously been left out, were closer to joining because the path in was finally being rebuilt with them in mind.