My role: As project manager, I managed client communication, facilitated team meetings and ensured team members were able to contribute relatively equally, conducted back and forth communication with many research participants, and scheduled video calls for generative and evaluative research, in addition to contributing to the research and design work (writing the interview protocols, interviewing, data analysis, wireframing, and prototyping).
Project Proposal: The City of Dearborn's economic development services has partnered with Google to transform their tech capabilities and citizen-facing digital products. Dearborn's economic development services (permits, inspections, grants, etc.) have been combined within the same department, and now they need a digital interface that allows the public to take advantage of that streamlining when they seek information, support, and follow up. The goal of this project was to make it easy for applicants to find a permit application, fill it out, track its status, and reach out for follow up.
Motivation: How might we make it easier for Dearborn residents to complete and track permitting applications online? The permit application process requires applicants, in many cases, to drop off paper forms and documentation in person. Applicants have also expressed frustration to the city staff about the lack of communication regarding their application status - if applications are mailed, applicants do not hear from the city until they get their forms back in the mail a week or two later.
Goal: Permit applicants need a clear and transparent application process that guides them through the application process without outside aid, so that they can file for permits easily and stay informed about the status of their application.
Implementation and Sustainability: The deliverables (Figma prototype files and slide deck with research and information flows) for this project were handed off to City of Dearborn and Google for implementation.