Get it Done
Internal and external reporting
client
City of San Diego
industry
Government/ Civic tech
project
Get it Done: Intern and external reporting
services
Management consulting, Co-creation workshops, UX research, Research Ops
The challenge
Residents over report issues in the app because they don’t see action taken. Lacking the right information to act on and duplicate reports, City employees close the ticket.
My task
Identify opportunities to improve effectiveness of resident reporting and regain their trust.
Overall goal
- Improve the utility of the information coming into the City.
- Help City employees track and report their mitigation efforts effectively.
Insights
Residents lacked incident status on the items they posted, causing them to repost. City employees lacked system statuses and the ability to combine duplicate incident reports, making it difficult to close duplicate tickets that may have work assigned.
Actions
After the interviews, I structured the research to focus on reporting and communication needs for both user types. Utilizing workshops to maximize input in a short timeframe, participants worked together to identify issues, frame opportunities, and define the experience that would result in the best outcomes for their user type.
Outcomes
Status updates, two-way communication, more context, ‘just let me report it!’…Resident and Employee needs were incorporated into UI recommendations were provided to the City.
Recommendations
- Move the reporting entryway to the primary position in the app, make it obvious.
- Enable multiple images during reporting, with guidance on what to photograph.