New York State Office of Rent Regulation System Redesign – Journey Mapping Engagement

Part of a journey map for the Department of Housing and Community Renewal's Office of Rent Regulation.

Overview

The context for a citizen, business, or visitor interacting with New York State is quite variable. Can we make better IT design decisions by understanding their experience?

Goal

To reduce risk within IT projects by mapping citizens’ journeys, discovering context of user experience, and communicating insights to project team.

Context

Early stages of high-profile, large-scale, multi- year IT projects for New York State. Multiple internal and external stakeholders.

My Role

Planned engagement structure with UX Director and core project team. Led UX team’s interactions with project team, research and synthesis, journey mapping workshop design, and summary reports.

Challenges

Where to focus. How to communicate insight. Which user archetypes. How to represent negative side of multi-building owners.

Metrics

While the ultimate goal was to reduce project risk, a comprehensive, cross-functional group of participants—along with accurate user and scenario modeling—was a huge win.


Process

  1. Stakeholder mapping to understand project context. 
  2. User research activities to understand user context. 
  3. User and scenario modeling to communicate core user archetypes and goals. 
  4. Persona Creation to communicate empathy. 
  5. Workshop design to maximize understanding.
  6. Analysis to validate insights. 
  7. Report or visualization to communicate insights.

Lining up the Journeys

During the analysis process it became clear that the overlap of the journeys was as important as the individual journeys. This aggregate path provided clear guidance on how to approach the system redesign as a whole.

Lining up the Journeys

During the analysis process it became clear that the overlap of the journeys was as important as the individual journeys. This aggregate path provided clear guidance on how to approach the system redesign as a whole.