Streamlined agency workflows by refining the UX and creating a scalable design
My File NYC 2025
Timeline
Q2024-Q2025
Role
Product design
Product strategy
Visual design
Team
Product director
Technical PM
2 Designers
3 Engineers
The Product
My File NYC is a versatile website currently in its last pilot phase, designed to cater to two distinct user groups. It offers document storage and file sharing for families applying for shelter and permanent housing through a mobile platform (referred to as the client side), while also providing processing support for the agencies handling these applications through a desktop platform (referred to as the agency side).
The Challenge
The challenge was to create a user-centric document management and sharing tool in collaboration with various city agencies (Prevention Assistance and Temporary Housing, Housing Preservation & Development, the Department of Social Services, and the Department of Homeless Services).
Outcomes
82% of staff members reported a smoother document management experience using My File.
1.2x faster turnaround for document approvals due to enhanced dashboard functionality.
40% fewer errors in document processing after introducing bulk review capabilities.
My File Pilot Phases
Phase 1
August 1, 2022 - October 31, 2022
199 families signed up, 99 families submitted documents.
Demonstrated the value of My File NYC to both families and PATH staff.
Addressed usability challenges (e.g., English-only interface, account creation issues).
Phase 2
February 1, 2023 - September 28, 2023
752 families enrolled by January 2024 (500+ during Phase 2).
Increased adoption among non-English speaking families (notably Spanish and French speakers).
Made My File NYC more independent and sustainable for families and PATH staff.
January 2024 - Current
Phase 3
Enrolling 1,500 families by January 2024.
Improving usability on the client dashboard.
Expanding functionality on the agency dashboard.
Launch a full rollout to other NYC agencies.
Our product goals
Streamline document submission and access for NYC families.
Reduce PATH staff workload and improve workflows.
Lay the groundwork for scalability beyond PATH to broader NYC services.
Increase transparency among all parties involved in the document management process.
To truly understand user needs, you have to test with them. It’s a no-brainer.
I reviewed existing documentation and designs, as well as the scope of clients' and agencies' shelter/housing application processes.
To validate assumptions and inform my design decisions. I began user testing with agents.
Did we accomplish those goals?
In short, yes. My team and I worked really hard.
Read more to understand how
1.0 Legacy
2.0 Designs
3.0 Designs
Pain point
Agents experienced increased cognitive load and inefficiency 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.
1.0 Legacy
2.0 Designs
3.0 Designs
Pain point
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.
“Thank you for getting things on track for UAT. I appreciate your attention to quality and having concrete plans about how to move forward..”
Darnell Sessoms - Product Director
Leadership
Led 8 research sessions with 12 city agency employees.
Initiated follow-up meetings with Stakeholders to present designs across all design phases.
Facilitated UX critque sessions with our extended product team.
Developed a UX research brief to set clear expectations and product goals pre-launch.
We won an award!
The My File team won the NYC Tech Form's 2023 Best of NYC Award
Read more to understand how
Thats me!
Quick demo!
The product will launch in couple of months but here’s our staging site
Jaylene
Rubio