My File NYC
Streamlined agency workflows by refining the UX and creating a scalable design
The product
My File is a two-sided platform that supports both residents and agencies throughout the shelter and permanent housing application process.
The challenge
Agents struggle to keep up with the increase document management on their team — clients tend to not to upload the proper documents and requiring off-line communication which increase the time they take on each client.
Project outcomes
82%
of staff members reported a smoother document management experience using My File
20%
faster turnaround for document approvals due to the resubmit feature
76%
increase in clients uploading and sharing their documents
My design process
To validate assumptions and inform my design decisions I began user testing with agents.
Led 8 research sessions with 12 city agency employees
Establish buy-in on designs based on research with Stakeholders
Facilitated UX critique sessions with our extended product team for feedback
My File / Legacy version
Main usability issues on legacy
Usability concern
Agents experienced slow processing times due to manual document reviews and limited dashboard functionality.
Solution
Refined the dashboard to focus on client views, enabling agents to manage workflows efficiently and reduce errors.
My File / Client page
Usability concern
Users struggled with efficiency as they had to switch between individual documents to update statuses, slowing down their workflow.
Solution
The document viewer was expanded to allow agents to view and manage documents for all family members simultaneously, significantly reducing the time needed for status updates.
My File / Document page
Team accomplishments
We won an award!
The My File team won the NYC Tech Form's 2023 Best of NYC Award
