During the pandemic the Taxi & Limousine Commission had to adjust to in person appointments at the Long Island front office location, so that they can account for staff operational needs, licensee capacity in lobby, and public health mandates. We were tasked by the Assistant Commissioner of Licensing and Client Service director to enhance the end to end visiting experience of licensees coming into the office, specifically keeping the population without an appointment in focus.
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.
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 through content review of third party service, Intercept interviews, Survey development, Customer Journey maps of current and future state, Card sorting with target licensees.
Facilitated design workshop, collaborative review session with Client Service staff, and report to senior staff showcasing staff and licensee feedback to enhance services.
Developed design for report and virtual presentations to diverse audiences including senior leadership.
Report for third party provider and Senior leadership of the appointment platform with content revisions based on user testing current UI, card sorting, and user interviews with staff and licensees
Data map of new interface based on research for developers, and analytics team to improve accuracy of data in the front office, which for the first time would be capturing walk-ins (no appointments).
Developed wireframes, user flows, UI, content and usability research for front end kiosks that was implemented to improve wait times by 10-15 minutes depending on appointment type.
Digital communication that could be sent out to a larger population of licensees to improve education of new office guidelines during the pandemic.
Improvements lead to reduction of physical contact, and congestion in the front end office during peak COVID-19 pandemic.
As well as, research base evidence to approve a virtual queue solution for the upcoming fiscal quarter in 2021.