Ask:
Improve visitors experience at the Long Island City location for the Taxi & Limousine Commission
Reduce operational load for staff 
Improve data of visits at the Long Island City location for the Taxi & Limousine Commission
(NOTE: Given sensitive data not all work can be shown)
Activities:  
Implemented diverse qualitative and quantitative design research strategies and methods to improve the usability, accessibility and desirability of front end kiosk, third party appointment platform, and front office services. 
 Analyzed, evaluated, and advocated for the application of research findings and recommendations through written and oral presentations to diverse audiences including senior leadership.
Outcomes
Report for third party provider for content accessibility, and user flow improvements of website
Data map of new interface base on research, 
Report for improved user experience: Wireframes, user flows, UI, content and usability research
Customer journey workshop with stakeholders
Final workshop and report to senior staff showcasing staff and licensee feedback to enhance services,
Improvements lead to reduction of wait time, physical contact, and congestion in the front end office during peak COVID-19 pandemic.

Storyboard of visitor enhancement after initial user research

Samples of UX/UI work progress
Samples of UX/UI work progress
Card Sorting session with licensee
Card Sorting session with licensee
Collaborative session with staff and leadership for design offering
Collaborative session with staff and leadership for design offering
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