The current NYC.gov experience was built 10 years ago and is modeled around the structure of government rather than residents’ needs. The NYC Digital Service team has been redesigning NYC.gov to move from an agency-first platform to one that serves New Yorkers first. We've done this by starting from user research in the community, going to New Yorkers and community organizations to understand their pain points. We prioritized iterative design to create a new strategy that satisfies both residents and agency officials. This session will review our team’s process of user research and data analysis to create a user-centric design for New Yorkers, as well as how others can do the same in their communities.

Emerging Technology + Innovation