Powell Design Corporation
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SRV Canada Video Relay Service

SRV Doctor
image | srv canada vrs

OVERVIEW

SRV Canada VRS is a Video Relay Service (VRS) app for the deaf, hard of hearing and speech-impaired community throughout Canada. Deaf, hard of hearing or speech-impaired Canadians use SRV Canada VRS to access and make telephone calls using Internet and cell-phone based technologies. VRS callers are connected with a sign language interpreter who provides real time interpretation for telephone calls.

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SRV Canada Video Relay Service

IMAGE | SRV CANADA VRS

project DETAILS

Powell Design was engaged by our Industrial Design partner DDSTUDIO to design the SRV Canada VRS app. Both native iOS and Windows applications were designed to look and feel identical—even though the design systems on these platforms differ greatly. As a result, the user experience is consistent regardless of the platform.

Our work began with extensive research with deaf users and interpreters. We observed the challenges that deaf users face when trying to communicate in their native language (ASL or LSQ sign). We chronicled the journeys of the deaf users and then set out to design a system that would best address their needs.

The UX was developed using black and white wireframes and then tested with users. Then the UI design (selected by the client from 3 unique concepts) was applied to the UX in the form of a robust prototype. That prototype was tested once again with users and ultimately served as the key form of communication with the implementation team.

highlights

 

    • Extensive research at various project stages with deaf users and interpreters. Insights and learnings were applied at each stage.

    • A single, consistent application design for both native iOS and Windows platforms

    • A seamless integration of all 4 official Canadian languages: English, French, ASL and LSQ.

    • Due to the success of the SRV / VRS end-user application, we were also awarded the design of a completely new application for the interpreters and the updated mobile app.

journey mapping
competitive matrix
UX WIREFRAMing
UI CONCEPTS

scope

  • DISCOVERY

    Our kickoff workshop with key stakeholders, ensures clear alignment on project goals and vision. Together, we review existing brand & product materials, map out essential user workflows, analyze the competitive landscape, and brainstorm ideas to set the stage for success.

  • OBSERVATIONAL RESEARCH

    We often begin our design process with immersive, observational research, where we gain firsthand insights into user behaviors, interactions, and environments by watching users engage with products in real-world contexts. By closely observing how users navigate challenges, make decisions, and interact with interfaces we uncover subtle pain points and opportunities that may not surface in traditional research methods.

  • JOURNEY MAPPING

    To understand our users, we visualize their entire experience through journey mapping. This process involves charting the touchpoints, workflows, tasks and emotions that users encounter while engaging with the product. By mapping their needs, pain points, and behaviors, we identify opportunities for improvement and innovation.

  • COMPETITIVE BENCHMARKING

    We conduct thorough strategic, competitive benchmarking as part of our design process to analyze key competitors' strengths, weaknesses, design strategies, and functionality. We create a "visual matrix" to allow all involved to clearly understand industry trends and gaps. This allows us to better create unique design solutions that not only differentiate, but also set new standards in the market.

  • UX WIREFRAMING

    At the core of our design process, wireframing serves as a blueprint for the digital experience. We create low-fidelity black & white layouts that map out the structure and functionality of each screen focusing on user flow, content placement, and key interactions. This step allows us to iterate quickly, validate ideas, and ensure a seamless user experience before moving into visual design and development.

  • PROTOTYPING

    Prototyping transforms static screens into interactive models. This step allows us to simulate user flows, test interactions, and validate the design's functionality. By creating clickable prototypes, we can gather feedback, refine details, and ensure that the user experience is intuitive and seamless.

  • VALIDATION RESEARCH

    The heart of our design process is user research, where we gather deep insights into user behaviors, needs, and pain points through methods like interviews, surveys, and usability testing. This research informs every design decision, ensuring that our solutions are intuitive and user-friendly. By understanding our users, we create products that resonate, engage, and deliver meaningful experiences.

  • UI CONCEPTS

    UI concepts bring the visual identity of the product to life. We create 2-3 unique concepts that each explore color, typography, iconography, and overall aesthetics to craft interfaces that are not only visually engaging but also aligned with the brand.

  • UI SCREEN DESIGN

    After finalizing the visual direction, we design each screen of the user interface focusing on pixel-perfect execution. Every detail, from spacing and typography to buttons and animations, is crafted to enhance the user experience. Our goal is to ensure that each screen is not only visually cohesive but also intuitive and easy to navigate—translating the initial concepts into fully realized, interactive designs that are ready for development.

  • DESIGN SYSTEM

    Our final step in the process is to create a Design System that ensures consistency and scalability including: a library of reusable UI components, guidelines for typography, color, iconography, and interaction patterns. By standardizing these elements, we streamline the design process, enabling faster iterations and ensuring that all future work remains aligned with the brand—creating a cohesive user experience across all platforms.

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