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Presented at Impact: 2018 Canadian Service Design Conference, November 29 & 30, 2018 (Montreal, Quebec)
Starting only 10 months before legalization, with undrafted regulations, and a politically sensitive topic, the cannabis project highlighted the highs and lows of service design and digital product development in government.
With the announcement of cannabis legalization in Canada, the Liquor and Cannabis Regulation Branch partnered with the B.C. service design team to design the new application process for private retail sales. As with many design briefs, there was more to the problem than just designing an application. Our research reframed the problem from the need to design a single application process to understanding the end-to-end journey of selling cannabis in B.C.
To be blunt, this project wasn’t smooth. You’ll get the real story of where we weren’t able to have the impact we wanted, how we felt the tensions of designing a service vs building a product, and the positive impacts on our practice from what we learned.