The Challenge
Managing numerous stakeholders throughout our work including IT, Communications, San Jose 311 service owners representing five City departments, residents via Council offices, and a team of Google fellows on their own mission to rebrand My San Jose to San Jose 311.
What We Did
Led UI/UX improvements for the SJ311 website and mobile app through creating user flows, prototypes, usability testing, icon & label testing, user acceptance testing (UAT).
Led process improvement implementation for backend Salesforce staff-facing interface. Facilitated a co-creation workshop where staff co-designed and built new interface in real-time.
Enforced WCAG 2.0 AA level accessibility standards and City brand guidelines.
The Result
56% decrease in number of anonymous reports via web. Anonymous reports complicate triaging for service requests and lead to more unresolved requests.
21% decrease in number of "unable to locate" service requests on the backend for the illegal dumping team - from ~56 to ~44 per week.
9% increase in average number of work orders distributed by one staff member per day.
43.3 vs 47.3 work orders distributed per day