project story
Scouts Canada
Registration Journey Redesign
"This should be simple – why isn't it?"
Scouts Canada engaged The Moment to redesign its registration experience for families and volunteers—transforming a fragmented, outdated system into a cohesive, inclusive journey from sign-up to onboarding. The work followed the full Insight to Impact arc, moving from insight to action with a clear path to delivery.
Challenge: A Complex System, A Commitment to Change
Scouts Canada has always been dedicated to creating impactful, enriching experiences for young people. Over time, however, the process of joining—especially for parents and volunteers—had become more complex than intended. With multiple digital platforms, evolving policies, and growing administrative demands, navigating the system could feel overwhelming, even for long-time supporters.
Despite best intentions, this complexity created friction—particularly for equity-deserving families and for the volunteers who power the movement. Some were unintentionally left out or dropped off along the way.
Rather than shy away from these challenges, Scouts Canada leaned in. They took a rigorous, human-centered approach to understand the experience holistically, engaging stakeholders across the country. This project reflects their leadership, humility, and deep commitment to creating a more accessible and inclusive path into Scouting.
Approach: Insight to Impact in Action
We applied The Moment’s full Insight to Impact approach to help Scouts Canada move from uncertainty to clarity—and from ideas to implementation.
1. Pathway Discovery - Focusing on what matters most
We immersed ourselves in the registration journey—conducting 30+ stakeholder interviews, analyzing documentation, and experiencing the process firsthand.
- Surfaced key pain points: duplicated processes, volunteer bottlenecks, outdated tech.
- Mapped the system across digital tools, policies, and teams.
- Delivered a strategic roadmap outlining insights, leverage points, and areas for redesign.
2. Actionable Insight - Understanding the lived experience
Through mixed-methods research, we uncovered the realities of parents, volunteers, and staff navigating the current system.
- Visualized the full journey across member and volunteer pathways.
- Identified critical friction points—like confusing flows, repetitive identity checks, and equity barriers in subsidy access.
- Mapped interdependencies between tech systems, business rules, and operational gaps.
This phase clarified not just what was broken—but why—and defined opportunities aligned with organizational goals.
3. Northstar Prototypes - Making the future tangible
We co-created high-fidelity prototypes to test, align, and guide development.
- Built service blueprints showing future-state experiences across digital and human touchpoints.
- Designed simplified digital product flows with clear guidance for families and volunteers.
- Tested interaction models with internal teams to validate assumptions and refine requirements.
These prototypes brought the future to life—helping delivery teams, funders, and exec sponsors align around what to build.
4. Solution Translation - Bridging design and delivery
We ensured Scouts Canada could move from vision to reality with confidence and alignment.
- Delivered phased implementation guidance tied to real-world constraints.
- Mapped prototypes to user stories, tech requirements, and cross-functional delivery plans.
- Supported internal teams in translating strategy into backlog-ready execution.
Impact: A Foundation for Inclusive Growth
This work fundamentally changed how Scouts Canada understands and delivers its registration experience:
- Teams now share a unified view of priorities, pain points, and opportunities.
- Equity, automation, and user-centered design are now strategic pillars.
- Validated prototypes are guiding real-world rollout and system transformation.
- More youth—especially those previously left out—are closer to joining, because the system is being rebuilt to include them.
By applying Insight to Impact, we helped Scouts Canada shift from fragmented complexity to aligned action—building a foundation for growth that is inclusive, scalable, and built to last.
Project Leads
Solving complex challenges doesn’t happen by accident, it takes the right mix of minds, skills, and perspectives. For every engagement, we assemble a team tailored to the needs of the work: one that spans service, experience, systems, and technology design.
Lead