ON THIS PAGE
Overview
Context
Research
Content strategy
UX Writing
Solution
Outcomes
Improving employee engagement
Redesigning an internal innovation portal to increase participation among MiWay Transit staff by 115% through user-centered research, content strategy, and UX design.
TOOLS
Figma | Ideascale
DURATION
4 months | 2025
ROLE
User experience intern
COMPANY
MiWay Transit | City of Mississauga
01. CONTEXT
The tool that nobody was using
MiWay's internal idea portal, MiIdea, allowed bus operators and staff submit improvement suggestions to routes, technology, and services. The tool had potential to create real impact, but engagement was low and opportunities for innovation were being missed.
Previous MiIdea Landing Page
02. RESEARCH
Listening at the source
Through recurring events with bus operators and maintenance staff, I ran informal discussions to understand day-to-day friction. Two barriers emerged consistently:
🖥️
Visual density
The landing page was overwhelming and unintuitive. There was too much information, no clear entry point, and discouraged staff with limited digital experience.
✍️
Missing guidance
The portal lacked supportive copy and step-by-step instructions. Employees didn't know where to start or what to expect.
03. CONTENT STRATEGY
Building an inclusive voice
To create a consistent and encouraging voice, I developed a condensed content style guide informed by copy from the City of Mississauga’s website and other leading transit agencies.
Clarity
Use simple and consistent language that avoids jargon to support fast comprehension.
Motivation
Help the user feel empowered as an active contributor to change and highlight clear next steps.
Brand fit
Reinforce MiWay’s identity through a clear voice that's civic, forward-thinking, and people-focused.
Content style analysis: MiWay announcements page
04. UX WRITING
Words as the interface
Leveraging feedback from my team and user tests, the site content transformed from functional to user-friendly.
BEFORE
Your Ideas. Our Future.
Submit your ideas to make MiWay better for everyone.
❌ Passive, lacking empowerment, unecessary sentence case
AFTER
Mildea: Fueling change, powered by you.
Got an Idea? Share it here and help shape the future of MiWay!
✅ Familiar voice, promotes ownership, initiates conversation
BEFORE
Submit your ideas.
Vote and Comment.
Track your idea.
❌ Transactional, procedural, uninclusive
AFTER
Mildea: Fueling change, powered by you.
Got an Idea? Share it here and help shape the future of MiWay!
✅ Familiar voice, promotes ownership, initiates conversation
05. SOLUTION
A dashboard built for real people
Using research insights, I prototyped and designed an intuitive dashboard that made idea submission simpler and more approachable for all staff.
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Direct links to
key pages
Step-by-step submission guide
Live participation leaderboard
Success story posters + screens
06. OUTCOMES
The impact
115%
increase in portal engagement after launch.
🧭
Employees reported easier navigation across the portal.
💡
Stronger culture of innovation across MiWay staff.
Dashboard implemented
Thanks for reading!
Now you know about me, I’d love to learn about you!
Feel free to reach out through my socials below :)
Seeking Summer 2027 internships!