Your city, your story—report issues in a tap with InCity.
‘25
Mobile UX
Capstone Project
The Future of Community Based Compliance
A mobile-first reporting platform that modernizes non-emergency city service requests for Atlanta residents. InCity streamlines how people submit geotagged reports, track progress, and receive real-time city updates. Promoting transparency and community involvement.
Role / Context
Lead UX Designer
Lead UI Animator
Researcher/Personas
Prototyping/Wireframing
My Team
Wineury Almonte (Me)
Anderson Fisher (Team Lead)
+ 4 Team Members
Tools
Figma
Designing Layouts/Flows
Adobe Illustrator
Creating vector assets
Adobe After Effects
Animation
Leveraged Skills
Prototyping
Crafting interactive experiences
Motion Design
Animating micro-interactions
Accessibility
Inclusive, compliant design
Your city, your story—report issues in a tap with InCity.
‘25
Mobile UX
Capstone Project
The Future of Community Based Compliance
A mobile-first reporting platform that modernizes non-emergency city service requests for Atlanta residents. InCity streamlines how people submit geotagged reports, track progress, and receive real-time city updates. Promoting transparency and community involvement.
Role / Context
Lead UX Designer
Lead UI Animator
Researcher/Personas
Prototyping/Wireframing
My Team
Wineury Almonte
(Me)
Anderson Fisher
(Team Lead)
+ 4 Team Members
Tools
Figma
Designing Layouts/Flows
Adobe Illustrator
Creating vector assets
Adobe After Effects
Animation
Leveraged Skills
Prototyping
Crafting interactive experiences
Motion Design
Animating micro-interactions
Accessibility
Inclusive, compliant design
Problem
What's the issue?
The desktop-focused ATL311 hid crucial information behind tiny menus, causing frustration for residents who wanted clear, timely feedback.
Many users reported abandoning mobile submissions when they never saw confirmation or updates.
How might we transform ATL311 into a thumb-friendly, transparent mobile experience?
Problem
What's the issue?
The desktop-focused ATL311 hid crucial information behind tiny menus, causing frustration for residents who wanted clear, timely feedback.
Many users reported abandoning mobile submissions when they never saw confirmation or updates.
How might we transform ATL311 into a thumb-friendly, transparent mobile experience?
Desktop-first Design
ATL311’s desktop-centric interface burdens mobile users with tiny controls and hidden menus.
Buried Workflows
Critical reporting paths are scattered across multiple taps, forcing users through eight steps to submit.
Opaque Status Updates
Without real-time feedback, residents remain in the dark about the progress of their cases.
1 of 5
Research
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 32 32" xmlns="http://www.w3.org/2000/svg"><path d="M 29.333 0 L 2.667 0 C 1.194 0 0 1.194 0 2.667 L 0 29.333 C 0 30.806 1.194 32 2.667 32 L 29.333 32 C 30.806 32 32 30.806 32 29.333 L 32 2.667 C 32 1.194 30.806 0 29.333 0 Z M 10.667 14.667 C 10.667 11.721 13.054 9.333 16 9.333 C 18.946 9.333 21.333 11.721 21.333 14.667 C 21.333 17.612 18.946 20 16 20 C 13.054 20 10.667 17.612 10.667 14.667 Z M 6.112 29.333 C 6.794 27.654 7.891 26.174 9.3 25.033 C 13.209 21.878 18.791 21.878 22.7 25.033 C 24.109 26.174 25.206 27.654 25.888 29.333 Z M 29.333 29.333 L 28.722 29.333 C 27.521 25.511 24.664 22.433 20.942 20.952 C 23.624 18.845 24.675 15.269 23.561 12.046 C 22.446 8.823 19.411 6.66 16 6.66 C 12.589 6.66 9.554 8.823 8.439 12.046 C 7.325 15.269 8.376 18.845 11.058 20.952 C 7.336 22.433 4.479 25.511 3.278 29.333 L 2.667 29.333 L 2.667 2.667 L 29.333 2.667 Z" fill="rgb(255, 255, 255)" height="32px" id="Aczk_eQxZ" width="32px"/></svg>)
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 32 32" xmlns="http://www.w3.org/2000/svg"><path d="M 29.538 0 L 2.462 0 C 1.102 0 0 1.102 0 2.462 L 0 24.615 C 0 25.975 1.102 27.077 2.462 27.077 L 29.538 27.077 C 30.898 27.077 32 25.975 32 24.615 L 32 2.462 C 32 1.102 30.898 0 29.538 0 Z M 29.538 24.615 L 2.462 24.615 L 2.462 2.462 L 29.538 2.462 Z M 8.615 6.769 C 8.615 7.789 7.789 8.615 6.769 8.615 C 5.75 8.615 4.923 7.789 4.923 6.769 C 4.923 5.75 5.75 4.923 6.769 4.923 C 7.789 4.923 8.615 5.75 8.615 6.769 Z M 14.769 6.769 C 14.769 7.789 13.943 8.615 12.923 8.615 C 11.903 8.615 11.077 7.789 11.077 6.769 C 11.077 5.75 11.903 4.923 12.923 4.923 C 13.943 4.923 14.769 5.75 14.769 6.769 Z" fill="rgb(255, 255, 255)" height="27.076923076923094px" id="YTCbU0ul5" transform="translate(0 2)" width="32px"/></svg>)
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
![](data:image/svg+xml,<svg display="block" role="presentation" viewBox="0 0 32 32" xmlns="http://www.w3.org/2000/svg"><path d="M 18.963 16.593 C 18.963 17.247 18.432 17.778 17.778 17.778 L 8.296 17.778 C 7.642 17.778 7.111 17.247 7.111 16.593 C 7.111 15.938 7.642 15.407 8.296 15.407 L 17.778 15.407 C 18.432 15.407 18.963 15.938 18.963 16.593 Z M 17.778 20.148 L 8.296 20.148 C 7.642 20.148 7.111 20.679 7.111 21.333 C 7.111 21.988 7.642 22.519 8.296 22.519 L 17.778 22.519 C 18.432 22.519 18.963 21.988 18.963 21.333 C 18.963 20.679 18.432 20.148 17.778 20.148 Z M 26.074 3.556 L 26.074 27.259 C 26.074 29.877 23.952 32 21.333 32 L 4.741 32 C 2.123 32 0 29.877 0 27.259 L 0 3.556 C 0 2.901 0.531 2.37 1.185 2.37 L 4.741 2.37 L 4.741 1.185 C 4.741 0.531 5.271 0 5.926 0 C 6.58 0 7.111 0.531 7.111 1.185 L 7.111 2.37 L 11.852 2.37 L 11.852 1.185 C 11.852 0.531 12.382 0 13.037 0 C 13.692 0 14.222 0.531 14.222 1.185 L 14.222 2.37 L 18.963 2.37 L 18.963 1.185 C 18.963 0.531 19.494 0 20.148 0 C 20.803 0 21.333 0.531 21.333 1.185 L 21.333 2.37 L 24.889 2.37 C 25.543 2.37 26.074 2.901 26.074 3.556 Z M 23.704 4.741 L 21.333 4.741 L 21.333 5.926 C 21.333 6.58 20.803 7.111 20.148 7.111 C 19.494 7.111 18.963 6.58 18.963 5.926 L 18.963 4.741 L 14.222 4.741 L 14.222 5.926 C 14.222 6.58 13.692 7.111 13.037 7.111 C 12.382 7.111 11.852 6.58 11.852 5.926 L 11.852 4.741 L 7.111 4.741 L 7.111 5.926 C 7.111 6.58 6.58 7.111 5.926 7.111 C 5.271 7.111 4.741 6.58 4.741 5.926 L 4.741 4.741 L 2.37 4.741 L 2.37 27.259 C 2.37 28.568 3.432 29.63 4.741 29.63 L 21.333 29.63 C 22.642 29.63 23.704 28.568 23.704 27.259 Z" fill="rgb(255, 255, 255)" height="32px" id="rI7NzWYV7" transform="translate(3 0)" width="26.074074074074076px"/></svg>)
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
Hover
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
1 of 5
Research
Interviews
We kicked off the project by speaking with four Atlanta residents and consulting two city officials—including Marty Hughes, Assistant City Manager of Kennesaw—to understand how individuals and administrators currently or how they would like to experience ATL311 on mobile.
2 of 5
Research
Competitive Audit
Alongside these conversations, we performed a competitive audit of peer-city reporting platforms (like NYC311, Austin311, and CHI311) to identify best practices and recurring usability challenges.
3 of 5
Lit Review and Competitive Audit to research the context of our product domain
4 of 5
Research
Interview Summary
Interviewees still rely on local news and TV for city updates, so reliable push alerts for weather, traffic, and events are essential. Digital payments for utilities and fines worked half the time, workflows such as Medicaid applications and permit payments continued to demand in-person visits.
Finally, privacy concerns—particularly among older users—underscored the need for secure, transparent processes. These insights directly shaped our core features: an inclusive UI, streamlined report flows, customizable alerts, and robust security measures.
5 of 5
Research
Personas
These cards represent our core user archetypes whose unique needs and workflows informed every design decision.
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Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Tiny Controls and Hidden menus
Lack of real-time feedback
Lack of real-time feedback
ABOUT ALEX
Alex
27
Web Developer
PERSONA
Summary
Alex lives in Kennesaw, GA, and uses her smartphone for traffic alerts, event planning, and daily tasks. He expects a two-tap report flow, instant confirmation, and a high-contrast interface with engaging micro-interactions.
Pain Points
Lack of real-time feedback
Manual routing & misdirected requests
Inbox overload
Blake
49
Parks & Rec Adm.
PERSONA
Takeaways
Takeaways
Icon‑Driven CTAs
Consistent icons enhance learnability and minimize errors.
Granular Notifications
Daily, weekly, or event-based alerts let users tailor their updates.
Front‑loaded Map
Immediate geospatial context boosts discovery and engagement.
Unified Report Flow
Combining category & description slashes submission taps from eight to two.
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Home - Wireframe
Ideation & Wireframes
Low Fidelity Wireframes
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Home - Wireframe
Ideation & Wireframes
Low Fidelity Wireframes
High Fidelity & Motion
Meet InCity
High Fidelity & Motion
Meet InCity
4× fewer taps
Streamlined flow cut user effort by 75% (8 → 2)
75% faster submissions
Reduced wait time boosted user confidence (~40 s → ~10 s)
Decreased error rate
Fewer mistakes led to smoother reporting ↓ (30% → < 5%)
Prototype & Testing
Metrics After
Prototype Testing
4× fewer taps
Streamlined flow cut user effort by 75% (8 → 2)
75% faster submissions
Reduced wait time boosted user confidence (~40 s → ~10 s)
Decreased error rate
Fewer mistakes led to smoother reporting ↓ (30% → < 5%)
Prototype & Testing
Metrics After
Prototype Testing
Impact & Next Steps
Impact & Next Steps
What's Next?
Offline reporting
Allows users to file reports without connectivity, syncing automatically when online.
Community badges
Rewards citizens for active participation, encouraging repeat engagement.
Advanced filters
Lets users drill into cases that matter most, improving search efficiency.
Auto-escalation rules
Automatically alerts administrators when reports stagnate, ensuring timely resolutions.
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