OAK311

Service Design in Government

I undertook an overhaul of the Oakland 311 website with the goal of reducing dropoff rates and improving overall user experience.  My design was implemented in April 2018 and has been very successful in achieving the target goals of increasing traffic and reducing the number of people who become confused by the process and call in.

I worked with leadership at the Oakland Department of Public Works to take a User-Centered Design approach to the website redesign.

By gathering data about system requirements and our public user’s needs I was able to refine the language and design to funnel users to through two primary channels, reporting online and calling, while maintaining clarity about the purpose of both of the items.  

Original Design