[Case 03]
Transitioning 1 million+ users to access digital products seamlessly
E-Commerce
Modernizing the Housing Digital Platform for NYC GOV
Transitioning 1 million+ users to access digital products seamlessly
[Project Overview]
Designed a large-scale government housing platform with multiple portals to streamline complex case management workflows for applicants, property owners, and agency staff.
[Problem Statement]
The housing management processes were fragmented across disconnected systems and manual workflows. Staff members struggled to manage applications, track property owner compliance, coordinate case management activities, and maintain visibility across the entire operation. The lack of integration created significant inefficiencies and operational bottlenecks that affected everyone involved.
Industry
E-Commerce
My Role
Product Designer
Platforms
Responsive Web Application
Timeline
August 2024- Ongoing
[Persona]
Jhon Roberts - Voucher Applicant
Case Administrator
Manages applicant cases, reviews documents, and ensures compliance with program regulations.
Age: 35
Location: New York City
Tech Proficiency: Low
Gender: Male
[Goal]
Process cases efficiently
Maintain compliance accuracy
Track application status clearly
[Frustrations]
Switching between disconnected systems
Manual document tracking causing delays
Limited visibility across workflows
[Process]
[01] User Research
Conducted stakeholder interviews and workflow mapping sessions
Audited existing tools and documentation
Identified gaps in visibility, compliance tracking, and case flow
[02] Insights
Housing management workflows involve highly complex multi-step processes
Role-based permissions were undefined
Trust the platform with her payment and personal information.
[03 Design Solution]
Designed two interconnected platforms: a Public Portal and an Agency Portal
Mapped multi-step workflows for 8+ personas
Built scalable workflows for application management, case tracking, and compliance monitoring
[04] Testing & Iteration
Conducted focus group reviews with stakeholders representing different user roles
Iteratively refined workflows and navigation based on feedback
Validated complex operational flows before moving into high-fidelity designs
[Outcome]
Established the UX foundation for a large-scale gov. housing platform.
Digitized manual workflows to improve efficiency and reduce errors
45% improvement in operational efficiency were identified in MVP launch.
[Key Learnings]
Systems Thinking is Essential
Users value a quick and easy process, especially on mobile.
Complexity Can Feel Simple
Clear hierarchy and structured workflows reduce cognitive load in compliance-heavy systems.
Details matter
Small improvements, like error validation and mobile optimization, had a significant impact.