A redesign of the ATL311 platform to improve community reporting and compliance. Focused on geotagged reports, standardized checklists, and real-time transit updates.
Role
UX Designer, Researcher, UI Animator
Team
6 people
Duration
February 2025 – April 2025 (4 weeks)
Overview
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.
Project Overview
The City of Atlanta’s existing 311 platform felt outdated, confusing, and lacked clear status tracking. Residents often submitted reports—like potholes, graffiti removal, or abandoned vehicles—but rarely knew if or when issues were addressed. InCity aims to reimagine this process by delivering a simple, intuitive interface that reduces friction, builds trust, and fosters community engagement.
Problem Statement
Residents struggle to navigate the legacy system, report issues efficiently, and follow up on existing requests. Key challenges included: complex menu structures leading to confusion about categorizing requests; lack of real-time updates; inconsistent mobile experience.
Goals & Success Metrics
Primary Goals: Simplify report submission; Increase clarity around request status; Improve mobile usability. Success Metrics: 28% increase in user engagement (prototype testing); 40% faster average issue resolution (projected by pilot); Reduced form abandonment by 35%.
Research & Competitive Audit
Competitive audits on 12 municipal platforms (including MyColaSC, Austin311, LA311, Columbia311, etc) identified best practices: MyColaSC’s progress bar reduced uncertainty; Austin311’s map-based interface was intuitive; Columbia311’s simplified icons decreased errors by 20%.
User Research & Insights
Conducted 5 remote interviews and surveyed 15 residents. Insights: users abandoned forms with multiple dropdowns; desire for push notifications on status changes; confusion over categories (e.g., illegal dumping vs. trash pickup); trust issues due to lack of processing visibility.
Personas
“Single-Parent Sarah” (Age 34, limited time, wants quick confirmation); “Retiree Robert” (Age 68, not tech-savvy, needs clear instructions and progress). These personas guided reducing cognitive load, minimizing fields, emphasizing status visibility.
User Journey & Information Architecture
Simplified journey from landing to report submission and update. Improvements: combined category and description into one screen with icon-driven categories; added persistent “My Reports” tab; integrated live MARTA updates and community bulletins.
Wireframes
Low-fidelity wireframes with clear navigation (Home, Report Issue, My Reports, Community News); map-first interface; streamlined one-page reporting form.
High-Fidelity Mockups
Pixel-perfect Figma mockups with teal and white palette. UI elements: large tappable category icons; geotagging map with draggable pin and auto-locate; progress timeline bar (Submitted→Resolved); community feed.
Interactive Prototype
Figma prototypes linking screens: drag-and-drop map pin; category selection transitions; simulated push notifications; community feed interactions.
Usability Testing
8 participants tested tasks: report pothole, check status, explore updates. Observations: 90% completed pothole report in under 2 minutes; no one stuck on category selection; users valued community feed; feedback: add “repeat last report” option.
Final Design & Visual Details
Refined micro-animations: map pin bounce feedback; icons glow on tap; submit button transforms to checkmark. Colors: soft teal (#00A3A3), charcoal gray, white backgrounds. Font: Lexend.
Explore the
Figma
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