Research and surveys at the WSIB

Our research team plans, designs, and conducts research to support the development and improvement of our services. You may be contacted by someone from our team to participate in research.

What to expect

  • Depending on the study, sessions may be moderated with a researcher or unmoderated, and can vary in length from 15 minutes to more than one hour.
  • To participate, you don’t need to prepare anything; all instructions are provided during the session.
  • We provide incentive to participate for people with workplace injuries and illnesses.

How we protect your privacy

  • Any sessions are completely confidential and will not be shared with anyone outside the WSIB.
  • Your comments and participation have no impact on your WSIB claims or business accounts.
  • Any data you share will be kept anonymous and will not be linked to your identity.
  • If we share a report that includes your comments, your identity will remain anonymous.
  • By agreeing to be part of the interview session, you agree to be recorded.

Research methods

  • Exploratory:
    • Interviews: we talk one-on-one to understand your experiences and ideas.
    • Shadowing: we observe you in your natural environment to understand your behaviours and perspectives.
    • Co-creation workshops: we bring together various stakeholders to help design or improve a service, product or experience.
    • Focus groups: we bring small groups together to share different perspectives which help create new ideas.
    • Customer diaries: we ask you to record your experiences, thoughts, and behaviours related to a service, products or experience.
  • Testing:
    • We ask you to test out new online features or new processes to understand if any parts are hard to use.
    • In an unmoderated session, you will be asked to complete the test alone, using a testing tool to record your thoughts about the service or process.
    • In a moderated session, our researchers will moderate the session and record observations, ask or answer questions, and ask follow-up questions.
    • Our research follows the Ontario Digital Service Standard.

Tools we use

  • SurveyMonkey for surveys
  • Maze for unmoderated usability testing and surveys
  • Fable for testing accessibility with people with disabilities
  • Zoom for live video interviews

Tips for a great experience

  • Be open and honest – there are no wrong answers!
  • Engage fully.
  • Provide detailed feedback.
  • Follow instructions.
  • Only share your personal experiences.
  • Don’t be afraid to say “I don’t know” or “I’m not sure”.
  • Take notes if needed.
  • Be patient and understanding.

Tech tips