“The new online petitioning process now available on our improved website is an important step in delivering on our promise to make our local government more responsive and agile in meeting the needs of this community.”
UX Research and Synthesis
During the design research phase we spoke to several internal and external stakeholders in order to gain a deeper understanding of the petition process from both the perspective of the petitioner as well as employees of the RAP and the hearing officers who administer the decisions. We found the case workflow to be extremely complex, and the biggest revelation of the research synthesis was that there wasn't enough conflict resolution in place in the current mechanism. We learned four important themes that we needed to address in the design:
- Universal access is critical
- Website also needs to be a knowledge portal
- Process transparency is paramount
- Safety & security builds trust in the system
Internal Stakeholder interview: RAP Hearing officer
Internal Stakeholder process exercise
External stakeholder: Landlord, Property Manager
Early sketch of petition workflow by Sharon Kong
Synthesis of research and interview findings
Internal stakeholder workshop exercise
Early sketch of the sitemap
Petition workflow diagram