While working at EffectiveUI (an Ogilvy company) we were commissioned by the City & County of Denver to help reduce calls to their 311 phone service and provide a digital platform that the city could use to expand their online presence and become more user friendly in a tech age. PocketGov allows Denver locals to manage their property, renew DMV tags, report issues, get neighborhood focused alerts, and much more.
RESPONSIBILITIES
Visual Design
User Research
Wireframes
TOOLS
Pen & Paper
Photoshop
Illustrator
CLIENT
City & County of Denver
Goal
The site should provide access for all users to access DMV info, property information, voting locations, other local information and even the ability to pay bills easily at their fingertips. The main goal was to improve the current experience to onboard more of the Denver population to the online portal instead of calling into 311 for common questions.
Research
After an initial round of user testing, we found that users really valued the options that were available within the current Pocketgov website. However, the usage was low because it was very inaccessible and not clear where those features were or how to get to them. It was also apparent that not a lot of current users found or utilized the customization feature which allowed easier access to information that was relevant to them and their property. Ironically, even though it was titled “pocketgov” most users were on desktop.
Our Recommendations after testing
Increase visibility and access to services.
Enhance copy with contextual relevance.
Improve the hierarchy of information.
Condense similar actions
Improved Sitemap
Early Wireframes/Comps
Design system
Part of our delivery was a design system/component library for the Denver gov devs and designers based on Bootstrap (it was 2015 so that was still cool).
Check out the live site
See what this project turned into! Still going strong.