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Bridging Traditional Marketing and UCD Methods in Local Government to Improve Citizen Satisfaction and Online Uptake in Service Delivery

Designing a UCD experience for customers presents significant challenges in local government. An interdisciplinary team approach combining strategic marketing, communications, and UCD methods led to measurable increases in customer satisfaction and online uptake in one program area.

Poster by Cathy M. Kealey (City of Hamilton), Glenn Brunetti (City of Hamilton), Daniel Langdon (City of Hamilton)
Case Study
  • 10:00am to 10:30am on Wednesday, June 10, 2009
  • 3:00pm to 3:30pm on Wednesday, June 10, 2009