My File NYC
Revolutionizing Access to City Services
Device
Mobile, Web
Role
UX/UI Designer and Researcher
Date
02/2023 - 03/2024
Background
My File NYC is an accessible mobile first website for New York City residents to easily apply for city services alongside secure document sharing. It provides a dependable platform for storing and applying, keeping simplicity and security in mind.
Problem
Our main challenge revolved around streamlining the document verification process for NYC employees from HPD (Housing Preservation and Development), DHS (Department of Homeless Services), and PATH (Prevention Assistance and Temporary Housing), as well as improving communication channels with clients to accelerate their housing placements. So, how might we streamline document verification for agency workers in a fast paced environment, while ensuring seamless communication with clients to accelerate their housing placement?
Solution
To address the problem statement, I redesign the agency dashboard for NYC employees and city partners for a more user-friendly and efficient interface. This included enhancing document review, incorporating document verification via status updates, and improving search capabilities. I also Incorporated key document details alongside client information and submission dates. The dashboard now offers a comprehensive overview, enabling seamless tracking of shared documents. Furthermore, the inclusion of the client’s activity log streamlines collaboration by eliminating the need for constant email communication. Stakeholders can effortlessly track document interactions, such as views, downloads, and verifications.
On the client-facing side, I designed a concise document checklist to guide users through the submission process. The checklist empowers clients to easily identify and track the needed documents for their selected service. Additionally, timely notifications are now sent regarding the status of submissions, whether they are approved, rejected (requiring to re-upload), or pending review. This ensures users remain informed throughout the process. Moreover, enhanced document sharing by including reminders prompting users to share their uploaded documents.
How I arrived at the solution?
Immersive Research Findings
To better understand the challenge, I attended on-site visits to the City intake shelter, where I observed firsthand the difficulties faced by residents. I actively supported families in signing up for My File NYC, allowing me to observe their interactions with the platform and gather immediate feedback. This type of approach to research provided practical insights into the usability and effectiveness of My FIle NYC in real-world scenarios.
System Landscape Assessment
After meeting with stakeholders, I recognized the need to deepen my understanding of the HPD Housing Placement process and how various systems operate together such as HRA Indexing, DHS Encapture, DHS Cares, and others. I applied the ecosystem analysis method because it provided a structured approach to gain insights into these tools and workflows. This method allowed me to understand how these systems support families in securing permanent homes and identified opportunities for My File NYC to integrate within this complex process.
Strategic Process flow
Now that I have identified opportunities between My File NYC and other systems, I designed a streamlined process flow to integrate My File NYC into the HPD Housing Placement process. This involved creating clear pathways for client interactions, ensuring transparency and accountability at every stage.
Ideation and Feature Development
The ideation phase involved collaborating with product managers, engineers, and content designers in brainstorming sessions such as Feature Prioritization, MuShCoWo, and Impact vs Effort matrix, to generate innovative ideas. These sessions helped identify key features necessary for the Minimum Viable product (MVP) while keeping scalability and user needs in mind.
- Document Review Dashboard: A centralized dashboard for NYC employees and City Partners, providing a comprehensive overview of document statuses and client information.
- Client Activity Log: A feature allowing NYC employees and city partners to track document interactions, such as views, downloads, and verifications, enhancing transparency and accountability.
- Document Checklist: A user-friendly checklist for clients to easily identify and track the needed documents for their selected service, streamlining the submission process.
- Tailored Email Notifications: Personalized email notifications for clients, providing updates on document statuses and interactions, ensuring timely communication throughout the process.
- Document Sharing Reminders: Automated reminders prompting clients to share their uploaded documents, facilitating seamless collaboration between clients and NYC employees.
Mobile-first Website Design
Using insights gathered from stakeholders, I crafted high-fidelity designs for both agency and client interfaces. These designs underwent through testing and iteration to ensure they were intuitive and easy to navigate.
Agency Side
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Client side
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Achievement and Recognition
In 2022, My File NYC successfully enrolled 200 families and achieved a document sharing rate of 8%. In contrast, 2023 experienced a substantial increase with enrollment rising to over 536 families and the document sharing rate significantly improving to 65%. My File NYC received the “Best IT Collaboration” award at “The Best of New York City 2023 Awards” for its partnership between DHS PATH Intake Center and the NYC Opportunity Team.
“The Best of New York City 2023 Awards”
What I Discovered?
My experience as a UX/UI Designer and Researcher at NYC Gov emphasized the importance of exploring diverse research techniques. Before launching the updated version of My File NYC, I initially planned to conduct usability tests with families at the City intake shelter. However, I faced significant barriers that led me to change my approach. Engaging directly with families during in-person sign-ups proved to be more effective and allowed me to communicate with them in a more meaningful way.
Selected Projects
UX/UI Design, Research, Videography
Revolutionizing Access to City Services
UX/UI Design, Research
Empowering Team for Environmental Impact
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UX/UI Design, Research
Revamping NYC’s Subscription Coffee Delivery App
UX/UI Design
Revolutionizing Community Engagement
More projects coming soon!