Sf Clean
A new way to clean the city
San Francisco is a major tourist attraction and a major tech hub. It draws people from all over the world. But if you ask anyone with experiences living or visiting SF they’ll tell you two things they don’t like about the city: the homeless and the trash. One of these problems is a much bigger issue, the second the city has tried to fix using a reporting system know as SF311. This case study will explore the need and how to improve the current system into something more user-friendly.
ABOUT
Sf clean is a city service built for San Franciscans to report feces, trash, and needles to the city for clean up. The current app sf311 is currently outdated, usage is down and the city does not use it.
ROLE
I was tasked with researching the need for such a problem and how to increase the usage of the app. The users complained the app was time-consuming and hard to use. I will create a better user experience that is quick and easy to use.
The
PRODUCT GOAL
The goal of SF311 is to give its users a way to report issuses directelly to the city. SF clean is will replace sf311 with a user-friendly less time-consuming app.
The
BUSINESS
GOAL
• Increase usage
• Decrease reporting time
• Increase ease
USERS
Chris Clean
Software Developer
ABOUT
•••
Chris loves living and working in the city. He enjoys the fact that everything he needs is in walking distance. He and his boyfriend go out to eat every friday. He walks to work to downtown every morning.
The
Learning
Goals
The software engineer
While living in the city and working as a software engineer what are some of the opticals you encounter?
The student
Learning the pains of using SF311 services. What about the app seems outdated or hard to use?
The product designer
What can be done to fix the trash, feces, and needles left on the sidewalks and streets?
The
RESEARCH
8
INTERVIEWED
7
SURVEY
...like local government authorities. I don't feel like they're doing the best job. Like that's the only issue with it, I guess. But the city itself.
Maybe I'm just a little bit also more passive. I was going to say, so it's not so hard for me to just walk away from it versus like having to stop and like put it in my phone and be like, Hey, I am over here right now
Um, I mean, It was like, why, why doesn't it work? You know, without me having to report it, it's just like, it doesn't make sense. Like there are cities that have this under control.
Now that you know you can report problems directly to the city would you?
Maybe
No
Yes
If you could fix one thing about the city what would it be?
The
Synthesis
The
Patterns
The
Findings
ASSUMPTION
All users find the poop, feces, and needles found in the city a major problem, and want it clean.
LEARNING
All the San Franciscan’s love the city for its culture, access to everything in a small area, and its interesting people.
They expressed major concerns with the cleanliness of the city. They feel a large number of homeless bring trash, needles, and feces to the city.
The
MEANING
1
Get the users to use this all could be difficult. They believe cleaning the streets should be done automatically. The users only want to use this application if it is extremely easy to use. Stoping to report problems on the street is not an option. It must be something that can be done on the go.
2
Most of the users want the bigger problem dealt with which is the homeless situation. They believe the cleanness of the city is directly caused by the people living on the streets.
-
Chris Clean
ABOUT
• Live in the city
-
• Works downtown
-
• Age 18 - 40
-
• Does not use car
-
• Collage degree
BEHAVIORS/ACTIVITES
-
• Loving eating out
-
• Going on walks in the park
-
• Uses public transportation
-
• Walks to work/ Commutes
NEEDS/GOALS
-
• Loving eating out
-
• Going on walks in the park
-
• Uses public transportation
-
• Walks to work/ Commutes
The
PROBLEM
Chris Clean is trying to get to work but is frustrated because every day he has to avoid needles, trash, and feces on the streets. He love’s the city but hates how dirty it is, wishes the city could do a better job keeping it clean.
The
COMPETITOR
SF311
Workflow
Main screen
Choose Service
Tree Maintenance
Submit
S.W.O.T ANALYSIS
Strengths, Weaknesses, Opportunities, and Threats is a framework to analyze your business, another business, and/or its software. You do this at the beginning of the process, usually before research. It’s part of competitive analysis.
STRENGTHS
The official app for residents and visitors to sf allows users to quickly and easily report quality of life issues by sending pictures a brief descirption, and a map based location.
OPPORTUNITIES
Give a more complete reporting experience with an accurate mapping system and a more fulfilling case status.
WEAKNESS
•Hard to enter correct location
•No Follow up on app
•Can’t cancel current request
•Takes too long to enter a case
•Some options not avalible
THREATS
If users find the experience too frustrating the will use the phone lines and overload the system.
The
SOLUTION
Chris Clean is trying to get to work but is frustrated because every day he has to avoid needles, trash, and feces on the streets. He love’s the city but hates how dirty it is, wishes the city could do a better job keeping it clean.
The
SKETCHES
The
CONCEPTS & FEEDBACK
Concept 1: Quick pic
Users are able to quickly report problems to the city with the quick pic reporting system.
Feedback from Testees
Users love how quick and easy the reporting system is. Much easier than the current competitor.
Concept 2: A.I. Assistant
Users asked for a reporting system like calling over the phone. This allows the users to report the problem with a A.I.
Feedback from Testees
Some users found this idea fun and cutting edge.
Concept 3: Map
All users find the poop, feces, and needles found in the city a major problem, and want it clean.
Feedback from Testees
All users find the poop, feces, and needles found in the city a major problem, and want it clean.
The
WORKFLOW
Make it Quick
Can you make it easier and faster to use?
Taking the photo was the hardest part about reporting because you had to stop, so taking a photo first was a priorty.
Reporting Fast
Can I report without stopping?
Adding a location and title while you take a photo was a great way to speed up the process.
See when its done
How do I know the city cleans it?
Users had little trust that cases were being cleaned, so allowing users to track what’s happening was important.
Customer
JOURNEY
Usability
Testing
Users respond well to the first versions of the app with a few concerns in the later stages of the reporting process.
The
Synthesis
The
LEARNING
Visual
DESIGN
The
DESIGN SYSTEM
| COLOR
| TYPEOGRAPHY
| COMPONENTS
| ICON
