Summary:
In order to promote human centered design in the Taxi & Limousine Commission agency, we were tasked by the Director of Analytics, and Licensing Commissioner to conduct short term pilots with measurable results for multiple units within the Licensing Division. Our goal and challenge was to increase exposure and adoption of human centered design methods by staff, while building relations with the design team.
Disclaimer:
Given the confidential information obtained in the course of this City project, I can not disclose all aspects of the work. Please, reach out if you have any questions.
Activities:
Developed graphic designs, content strategy and other design deliverables such as journey maps, wireframes, service blueprints, mental model maps.
Developed relationships with eight divisional leadership teams to involve staff in creation of service blueprints, personas, customer journeys among other design activities.
Collaborated with the team to define clear and actionable problem statements to help teams deliver results while displaying a comprehensive understanding of pilots in government settings.
Owned and prioritized the near-term product roadmap to deliver on business outcomes, quickly identifying points of leverage in complex problems or systems, and utilizing data effectively to define success metrics and measurable outcomes.
Interactive prototype in FIGMA of Lost Vehicle Plate process improvements
Work progress for UX/UI design based on user research
Customer Journey work session with staff
Mental model derived from staff
Outcomes:
Exposure to human centered design to the entire licensing division within a 3 month period.
Report to senior agency staff highlighting research, metrics, methods, and insights gained.
Showcasing pilots that staff went to own and integrated into their operations.