Case Study: an Alberta municipality rebuilds self-service usability with Paper Leaf

Albertan County Municipality improves self-service UX with Paper Leaf after 13 staff interviews and feedback from 120 residents

An Albertan County Municipality faced the challenge of redesigning its confusing and hard-to-navigate citizen self-service portal. With the original technology being sunsetted, the municipality needed a strategic partner to guide a user-centred overhaul and build internal alignment. They engaged Paper Leaf for a technology consulting engagement to improve the portal's usability and accessibility.

Paper Leaf implemented a UX-first consultation that included staff interviews, user testing, and a large-scale card sort with residents. This research informed recommendations for information architecture, navigation, and accessibility. The solution fostered an internal shift towards a user-centered mindset within the municipality and provided a clear strategy to guide development with a third-party vendor, setting the project up for long-term success.