District of Columbia 311

The District of Columbia government was looking for a way to engage and better serve residents across the city. Through user research we were able to identify that by improving the DC 311 service request and reporting system DC would be able to prioritize frequently needed services such as pothole repair and abandoned vehicles towing while allowing the residents to take ownership and pride in their communities.

Modernizing the 311 app involved a full content audit, user research and testing, architecture redesign, and interface for the District of Columbia 311 app. Multiple redundancies were corrected, and user success of the city service request feature increased by 96% in a field testing environment.