Get it Done
Web-based User Experience Reset
client
City of San Diego
industry
Government / Civic Tech
project
Web-based Resident Support Ticketing Interface
services
Management consulting, Acceleration workshop, Heuristic analysis, Workflow analysis
My task
Get the project back on track to deliver in 3 weeks.
The project was behind schedule, and the City was afraid the current state of the project would make them unable to launch at all.
The project’s overall goal was to:
- Refocused the team on the user’s experience, eliminate project challenges and got the project back on track.
Observations
The vendor had not thought through the users’ journey or process workflow, focusing instead on salesforce implementation.
Actions
My initial design and workflow analysis indicated major gaps in user understanding. I pulled the team together to share the findings and workshop the user journey and technology together, enabling the team to finish their work on time.
To get the project ack on track I analyzed team progress and activities; lead team exercises to define the customer journey, technical processes, and backend engineering requirements to accelerate development; and provided engineering team with design requirements.
In two weeks, I turned a disaster into a win. Directing the coding team to the assets they needed, refined the process flow, and developed the right feature options available to users.
Within 3 months of launch, the City had received over 40,000 reports from residents—compared to roughly 10,000 reports the entire year before.