16137 - Information Architecture, User Journeys and User Personas

Scope of work
 
The expected outcome for this engagement is to deliver:

1. Documented current state Information Architecture for entire digital ecosystem, which includes cihi.ca, microsites and other products (CIHI will provide details to the Selected Bidder)
   1. gaps and recommendations
   2. review of onsite search
   3. include interviews with internal and external stakeholders
2. Documented Information Architecture roadmap for 1-3 years and 5-10 years
3. Document and validate User Journey Map (UX artifact but can include CX perspective) including:
   1. Personas/ User segmentation
      1. Empathy Map
   2. Timeline (1-3 months)
   3. Emotion
   4. Touchpoints
   5. Channels
   6. Supporting characters who support/contribute to the user experience
   7. Business Model Canvas for defining business strategy of the website

1. In the context of delivering on the Information Architecture, the Selected Bidder is expected to:
   1. Conduct interviews with internal and external stakeholders (approx. 30 each)
   2. Work closely with UX Lead to support the current UX plan of work including plans for digital analytics and SEO (among others)
2. In context of delivering the User Journey Map and Personas, the Selected Bidder is expected to:
   1. Conduct interviews with internal and external stakeholders (approx. 30 each)  (There may be overlap with the IA exercise)
   2. Work closely with the UX Lead and the CX Lead to ensure goals and objectives of each of these areas is being met