Increasing Citizen Engagement
Photos of a reported issue in a city are very helpful to managers and responding crew members to correctly identify the problem and appropriately prioritize it. Upon submitting a service request citizens are sent a link to a web app to track and manage their request. The goal of the project was to increase photo upload and modernize the visual UI of the web app.
Leo Vogel, 1 PM, 1 Engineer
GOAL Increase quantity of photos uploaded and add a mechanism by which citizens can confirm the location of their request is correct.
OUTCOME 100% primary task success in usability testing
User Research found that when problems are reported by citizens, having at least one photo of the issue was very important to crew managers and team members for diagnosis and prioritization.
The number of requests with no photos was too high. The goal of this project was to increase photo upload task completion.
Several solutions were explored for motivating users including giving them a short task list to complete that in some concepts was required to be completed before viewing the full request.
The final proposal incentivized citizens to upload photos by building empathy with crew members through communication style and by making the citizen’s request feel incomplete until they’ve uploaded a photo.
“Something that is well designed gives me more confidence that my information was received by the city.” – Participant A
“It seems very easy to use.” – Participant B
Photos are critical to correctly identifying a reported problem
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