Consistency at scale: Unified digital experiences through governance, standards and communities of practice

Our digital ecosystems in higher education are reaching a pivotal moment. Platforms are multiplying, user expectations are rising and teams are being asked to deliver more with fewer resources. Pressure is intensified by siloed structures, strong local autonomy and a steady demand for one‑off digital projects that serve individual departments rather than the institution as a whole. The result is growing inconsistency, duplicated effort and fragmented user experiences. This session explores why digital consistency has become an urgent, strategic challenge. Using McGill University as a case study, we'll examine how shifting focus from reactive project work to shared digital foundations can transform the way organizations operate at scale. It shows how McGill established institutional digital standards, developed a scalable governance framework, mapped institution-wide journeys, and invested in community structures such as their Web Advisory Committee, Student Usability Panel, and a community of practice for site managers and editors. Rather than relying solely on enforcement, this session argues for a complementary approach that supports good digital decision‑making across teams through clarity, shared understanding and collaboration. You will gain insight into how standards, governance and community work together to foster sustainable consistency, even in highly decentralized environments. At a time when digital teams are stretched thin, and expectations continue to rise, this session offers a practical, people-centred model for building alignment, improving user experiences and creating lasting impact across complex digital ecosystems.