Problem: Get It Done is an official web and mobile service from the City of San Diego for residents to report non-emergency problems to the city. However since its inception, the app has been receiving mixed reviews when reports are closed. Fi@UCSD reached out to suggest improvements to create better user experiences.

Solution: Our team conducted user research and solution research phases to identify issues with the app’s report feedback, cohesive interfaces, and solution actionability. We recorded these into an audit report and created a Figma prototype (shown on the right) with a featured document to actually implement our solutions.

Outcome: Get It Done added info descriptions, emergency links, map tracking, and details when closing reports to the app. Due to app development being outsourced and our final recommendations being really ambitious, what was actually implemented hardly matched our prototype or improved user ratings afterwards. I learned the importance of making sure that our goals matched the client stakeholder’s goals at each step of the process, as I believe a lot of our later effort was beyond what Get It Done could actually implement.

Our Process

1. User Research Phase

   1. Survey (Get It Done users)

   2. Usability Tests (Get It Done users)

   3. Codesign (Get It Done users)

2. Solution Research Phase

   1. Expert Review

   2. Competitive Analysis

   3. Storyboard and Personas

3. Solution Development Phase

   1. Create low-fi (Paper Prototype)

   2. User Testing (Get It Done Users)

   3. Create mid-fi (Figma Interactive Prototype)

   4. User Testing (Get It Done Users)

   5. Design System and Integration Research

4. Design Proposal Phase

   1. UX Audit Report

   2. Create high-fi (Figma Interactive Prototype)

   3. Featured Documentation (Salesforce and web implementation)

   4. Final Presentation

My Roles

UX Consultant

• Attended weekend sessions to discuss research phase findings with the entire team

• Conducted codesign tests with users

• Helped draft the storyboard and personas

• Developed the My Reports screens on Figma

• Translated technical implementations of our Figma on the featured documentation