NYC Business Services User Research

Sessions were conducted in a 1:1 format through video, phone, and in-person interviews. To accommodate non-English speakers, many sessions were conducted in-person with a language interpreter or with researchers who shared a native language with the participant. Those sessions allowed us to better understand the barriers to entry which a lack of multilingual access creates for many New Yorkers every day. Drawing from this insight, we crafted a series of strategic recommendations for the MyCity portal, such as writing for 6th grade reading levels, formatting dates for translation, and accommodating design elements for language characters and syntax lengths.

In addition to language, we also focused on socio-economic status. In speaking directly with lower-income households, we learned that many individuals rely solely on mobile devices for accessing city services and information online. This trend validated the deep need for a mobile-first customer experience and design process.