Optimal UX
Beautiful UI
Efficient Software
jademaddox.com
Sectors:
Problem: The current Cityworks Permits, Licensing, and Land (PLL) system was difficult for employees to manage in-house and required extensive training. This complexity hindered the efficiency of inspectors and made it challenging for citizens to track ongoing requests in their area.
User Problem Statement: As an overbooked inspector with little time for training, I want to get on time notifications, be able to speak to clients directly and manage my schedule, so I can do my job easier
Opportunity: How might we make it easier for busy inspectors with multiple stops in a day to record their progress?
Hypothesis: By redesigning the Cityworks PLL software to feature a more intuitive interface, I can significantly reduce the training required for employees and improve overall usability. We anticipate these improvements will lead to increased efficiency, reduced training time, and higher satisfaction rates among users.
"Sometimes working with Cityworks is a nightware, I mean parts of the software is over 20 years old"
Working closely with the Subject Matter Experts (SME), I gathered insights into customer pain points to understand their specific challenges and needs. Using this information, I created a comprehensive user flow to outline the ideal user journey. I then wireframed all the screens, ensuring each step addressed the identified pain points and facilitated a seamless experience. Following the wireframing, I designed the software for desktop and tablet, optimizing it for various screen sizes to ensure usability across different devices. This thorough approach ensured the final design was user-centric, addressing both inspector and citizen needs effectively.
Problem: We need to create another app but this time with the every day person in mind
User Problem Statement: As a concerned citizen, I want to be able to report this pothole for inspection of the city, so that I can avoid messing up my tires every time I take this way to work
Opportunity: How might we make it as simple as possible to get their voices heard?
"We want to make it easier for the citizens to report issues to their city officials, and the people who can do something about it."
I partnered with Centricity GIS to develop an app for citizens to report hazardous issues directly to their city officials, focusing on enhancing communication and responsiveness. To ensure the app addressed real user needs, I conducted surveys and analyzed existing Voice of Customer complaints from Cityworks, gaining valuable insights into common frustrations and desired features. Based on this feedback, I designed an intuitive and efficient reporting interface. We then launched a beta version of the app, which was met with overwhelming positive feedback, significantly exceeding user satisfaction expectations and demonstrating the app’s effectiveness in facilitating community engagement and issue resolution.