As the lead designer for this project, I oversaw much of the design work on the web portal while also doing a majority of the design work on the mobile app myself. I attended regular meetings with the City of Chicago to review our progress, get feedback, and share information with the city's own UX team. I also worked directly with the development teams for both the web portal and mobile app to ensure the user interface and user experience remained intact while simultaneously making sure all functionality requirements made by the Chicago team were reasonable.
Upon completion, CHI311 was met with significant praise from the City of Chicago, local media, and the city's residents. Many residents remarked they were leaving behind previous third-party 311 apps in favor of the official Chicago app as it was such a notable improvement over the previous system. Of the improvements, users of the app appreciated how quickly and easily a service request could be filed from their phone, as well as having the ability to see real time updates on their (and other) requests. This also helped create a positive change in perception as residents could actively see the work the city was doing in their neighborhoods.
