PVD311 Redesign -
Request Form
February - May 2025
Case Study
UX/UI Design
How might we create an experience that allows for Providence residents to communicate with the city with ease?
Over the span of 3 months, my colleagues and I redesigned PVD311, a site within the City of Providence webpage that allows people to report issues in the city. From interviews and user testing, we identified several issues from the original website to tackle in our redesign.
I worked on improving the process of filling out a service request, as well as changing the UI of the current creation card.
Over the span of 3 months, my colleagues and I redesigned PVD311, a site within the City of Providence webpage that allows people to report issues in the city. From interviews and user testing, we identified several issues from the original website to tackle in our redesign.
I worked on improving the process of filling out a service request, as well as changing the UI of the current creation card.
Alex Zheng, Daniel Park, Helen Fan, Junrong Wang, Olivia Petrarca, Pateton Gonzales, Sarah Naidich, Rumei Zha (me), Wren Fang (Designers)
Final Redesign
Main Flow
User is able to:
Type out where the issue is located
User fills the following required fields:
Request type Is this a request, question or problem?
Case type What type of issue is being reported?
Make public or private
Do you want other people to see your request?
User is able to:
Describe the public issue
Is a light broken? Are there potholes in the road?
Add any photos or videos
User is able to:
View entered information
Edit specific pages
Choose an update type
Current Heuristic Violations
Two hamburger menus and two scrollable areas make the site feel clunky
Interactive fields don’t read as interactable
Wordy captions/decriptions within the request form may slow down the process
People have said:
“The information feels very unorganized and inaccessible”
“It’s annoying how some buttons don’t look or feel like buttons”
User Story
As a group, our team came up with the following three user personas:
My user story:
As a resident, I want to report issues with ease, so that I can help maintain the city’s safety and cleanliness.
My hypothesis:
A clear indication of the request process, paired with freedom to change/edit items, would make reporting issues easier and more efficient.
Low-Mid Fidelity Wireframes
High Fidelity Wireframes
Testing
I had 5 Providence residents test my final prototype (below) in comparison to the current website.
The prompt:“Imagine you’re walking outside and you see that the sidewalk is a bit narrow for wheelchair users. Use this prototype to inform the city so they can take action.”
The results:
On average, there was an overall increase of usability from a 3 out of 7 (original) to a 6 out of 7 (prototype)
Many UI components (buttons, colors, etc.) were made as a team, and the case type part of the prototype was designed by Helen Fan.
Feedback:
3 of 5 participants: thought having this implemented would be convenient for any future requests
4 of 5 participants: expressed that the process was intuitive and straightforward
All participants:had a significant increase in positive intrigue
3 of 5 participants: thought having this implemented would be convenient for any future requests
4 of 5 participants: expressed that the process was intuitive and straightforward
All participants:had a significant increase in positive intrigue
However...
2 of 5 participants:
All participants:
clicked buttons that have not been prototyped
2 of 5 participants:
All participants:
clicked buttons that have not been prototyped
In conclusion...
What didn’t?