Rekindling Digital Trust: A Story of Restoration and Growth

Button helps our partners build digital trust with their citizens every day. Learn how with our video, blog and white-paper guides today!

Imagine standing in an ancient forest, where every tree, plant, and animal plays its part in a vibrant, interconnected system. Each element relies on the others, not just to survive but to thrive. Now imagine if one part of that ecosystem faltered—if trust between its components was broken. The cascading consequences would ripple through the forest, leaving it weakened and vulnerable.

This is the challenge we face today in the digital world. Trust—the invisible glue that holds digital systems together—has been eroding. For years, public institutions and private organizations alike have struggled to maintain the confidence of their users. But just as ecosystems can regenerate, so too can trust be restored.

Three things to do to restore trust among your stakeholders:

1. WATCH

Rebuilding digital trust requires us to think differently. At Button, we believe that trust is not just about fixing what’s broken; it’s about creating something stronger, something resilient. This is where the notion of an old-growth forest offers its greatest lesson. Restoration is incremental, a step-by-step journey toward balance.

Jaimie Park, one of Button’s human-centred service design experts, has seen this process firsthand. In her acclaimed FWD50 keynote, Jaimie shared how public trust is built—or lost—through the thoughtful design of digital services. Her insights reveal a powerful truth: trust is not an endpoint; it’s a process nurtured over time.

Watch her keynote below.

2. READ

The Four Pillars of Digital Trust: A Path Forward

At Button, we’ve delved deeper into the anatomy of trust, identifying four critical pillars to guide its restoration: Communication, User Engagement, Internal Collaboration, and Systems Thinking. Each offers a pathway to foster trust anew, supported by real-world examples that illuminate the journey.

i. Communication: The Backbone of Trust

ii. User Engagement: From Transaction to Connection

iii. Internal Collaboration: Building from Within

By embracing diverse perspectives and fostering open communication, organizations can avoid such pitfalls, strengthening trust internally and externally.?

Read our full story and tips here.

3. DOWNLOAD

Restoring trust is not an act of quick fixes. It’s a commitment to growth, guided by empathy and foresight. Whether it’s a government seeking to reconnect with its citizens or a business aiming to inspire customer loyalty, the goal is the same: to create digital experiences that feel human, authentic, and secure.

At Button, we walk this path with our partners every day. We believe that digital trust is not just a necessity; it’s an opportunity—to redefine relationships, foster innovation, and create lasting impact.

Learn how to rebuild trust with your stakeholders.?

Download the full, free Hot Button Report now.

COMMUNITY ENGAGEMENT

Reflections on a year of design at the Energy Decarbonization Division of the B.C. Government

Kevin Ehmen, Director, Strategic Design at the Energy Decarbonization Division, Government of British Columbia, works closely with us at Button. He is a force and visionary in the province’s design community and here, he kicks off 2025 with a reflection on his first year in this vital post, including…

• Reflection on Growth and Imposter Syndrome: Personal burnout, imposter syndrome, and a lack of immediate new insights (but the recognition of substantial progress in the role and the opportunity to make many contributions in 2025).
• Design as a Team Effort: Transitioning from a “design team of one” to working within a network of teams, Kevin highlights the benefits of collaboration, open communication, and autonomy in decision-making, positioning himself as a key connector between teams and leadership.
• Challenges and Progress in Energy Transition Work: Despite the complex and intractable barriers (epistemic friction) in energy systems, Kevin outlines meaningful progress in overcoming legacy organizational structures and driving outcomes for public service and environmental betterment, with optimism for future developments.

Read Kevin’s full inspiring story here.

Help Us Build Innovative Technology!

At Button, we’re here to inspire you to make a difference—whether by shaping technology directly or contributing through essential roles that drive impact. Be part of our journey to create meaningful change!

Send your resume to Charlyne at [email protected] and explore the possibilities of what we can achieve together.

Explore the career opportunities at Button and lets start something amazing!

Meet the Buttoners

Meet Slava, Button’s newest senior software developer

Hi, I’m Slava!

With over a decade of experience, I’ve had the opportunity to work in both dynamic startup environments and large enterprise settings. At startups, I thrived in the fast pace—wearing many hats, making quick decisions, and bringing ideas to life rapidly. On the other hand, my enterprise work has taught me the importance of detailed planning, effective communication with diverse stakeholders, and managing complex, lengthy migrations.

I specialize in building secure, scalable applications using technologies like Node.js, Python (Django), React, and Next.js. I also have extensive experience in DevOps practices, from designing CI/CD pipelines to implementing containerization with Docker and Kubernetes. What drives me most is solving challenging problems and delivering solutions that make an impact.

Outside of work, I dedicate all my free time to my wonderful family—my amazing wife and our two incredible kids. Watching them grow and spending quality time together is something I truly treasure, as I know these moments pass all too quickly.

Whether it’s volunteering at their school events, cooking family meals, or just enjoying life in Langley, B.C., I try to make every moment count!

Let’s connect on LinkedIn!

Upcoming Events

Decoding Value-change Trends Into Strategic Advantages in Montreal

DATE: Jan. 30, 2025 PLACE: Nurun (358 Rue Beaubien Ouest #500 Montréal) TIME: 5:30 p.m. – 8 p.m. ET COST: Free

In a constantly evolving world, understanding the forces that shape citizens' values and expectations towards organizations—whether public or private—is essential.

This workshop (co-hosted by Button and Speculative Futures Montreal) will help you decipher these drivers of change to better understand why people behave the way they do. Once these dynamics are understood, you will be better equipped to navigate the flood of annual trend reports and transform certain insights into strategic levers.

The trend-spotting workshop is led by Caroline Khangi, an expert in trends applied to strategic and creative planning.

Agenda:

• Exploration of the forces that shape societal expectations
• Introduction to tools for identifying and analyzing emerging trends
• Application of these tools to connect trends with your organization or sector's challenges

At the end of this workshop, attendees will have new tools to anticipate societal developments and transform them into concrete strategic actions.

Join us to discover key trends for 2025 and the forces that are shaping them!

Toronto AI, Tech & Finance Networking Event

DATE: Jan. 22, 2025 TIME: 7 p.m. – 10 p.m. ET PLACE: Offworld Bar (739 Queen St. W. – 2nd floor) COST: $16.24

Come join this Toronto AI, tech and finance networking event to connect with like-minded professionals in the industry.

Find out more here.

Toronto Design Leadership Summit

DATE: Jan. 29 – 30, 2025 TIME: 9 a.m. – 6 p.m. ET both days PLACE: TIFF Bell Lightbox (350 King St. W, Toronto) COST: From US$399

North America's leading design conference for industry leaders provides two days of programming packed with incredible, relevant and thought-provoking content for those practising leadership at any level. From newest to most-seasoned leaders, attendees will walk away with ideas, strategies and conversations that can shape how you lead your teams and projects.

Find out more here.

Worth Your Attention

What We’re Reading: Frame Innovation: ”Create New Thinking By Design,” by Kees Dorst

In Frame Creation, Kees Dorst introduces a fresh, design-driven approach to tackling today’s complex, interconnected problems. Moving beyond traditional problem-solving, Dorst emphasizes "frame creation"—a strategy focused not on generating solutions, but on redefining the problem itself. Drawing from decades of design research, Dorst presents a nine-step process, illustrated with real-world examples, such as redesigning retail spaces or rethinking urban planning.

This method encourages public sector professionals to innovate by shifting perspectives and adapting design thinking to dynamic, multi-layered challenges. The book serves as a guide for transforming problem situations, making it invaluable for those shaping digital strategy and citizen experiences.

Learn more and get it here.

Further Reading

Stay on top of vital digital services news and tips by checking out insights from our previous newsletters!

BE MORE EMPATHETIC: A tale of technology and transformation in public services.

HOW TO EMPOWER YOUR TEAM TO EMBRACE CHANGE:?Button’s four key considerations when tackling the human side of digital projects within your organization.

AGILE SCALE SCRUM AND USER TESTING YOUR PRODUCT: How to emphasize working in cross-functional teams for clear communication, iterative development and flexible adaptation.

AI IN THE PUBLIC SECTOR:?We break down AI’s potential to revolutionize public services—as well as the serious pitfalls to acknowledge when handling public information and public trust.

THE NEWEST HOT BUTTON REPORT: Learn how to rebuild trust with your stakeholders. Download the full, free report now.

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