Jaylene
Rubio
My File NYC 2025
Streamlined agency workflows by refining the UX and creating a scalable design
Timeline
10 months
Role
Product design
Product strategy
Visual design
Team
Product director
Technical PM
2 Designers
3 Engineers
My File NYC 2025
Streamlined agency workflows by refining the UX and creating a scalable design
Timeline
4 months
Team
Product manager
Researcher
Content strategist
Designer
Role
Systems thinking
Product strategy
Product design
The Product
My File NYC is a dual-sided platform designed to support both residents and agencies throughout the shelter and permanent housing application process.
On the client side (mobile), families can securely store, manage, and share their documents when applying for services. On the agency side (desktop), staff receive processing tools that streamline document review, reduce back-and-forth communication, and improve overall workflow efficiency.
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).
My File NYC 2025
Streamlined agency workflows by refining the UX and creating a scalable design
Timeline
10 months
Role
Product strategy
Systems thinking
Visual design
Team
Product director
Technical PM
2 Designers
3 Engineers
The Product
My File NYC is a dual-sided platform designed to support both residents and agencies throughout the shelter and permanent housing application process.
On the client side (mobile), families can securely store, manage, and share their documents when applying for services. On the agency side (desktop), staff receive processing tools that streamline document review, reduce back-and-forth communication, and improve overall workflow efficiency.
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.
82%
of staff members reported a smoother document management experience using My File.
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.
1.2x
faster turnaround for document approvals due to enhanced dashboard functionality.
40% fewer errors in document processing after introducing bulk review capabilities.
40%
fewer errors in document processing after introducing bulk review capabilities.
40%
fewer errors in document processing after introducing bulk review capabilities.
82%
82%
of staff members reported a smoother document management experience using My File.
1.2x
1.2x
faster turnaround for document approvals due to enhanced dashboard functionality.
40%
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.
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 to reduce staff workload and improve workflows.
Lay the groundwork for scalability to broader NYC services.
Increase transparency among all parties.
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.
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.
To truly understand user needs, you have to test with them. It’s a no-brainer.
Did we accomplish those goals?
In short, yes. My team and I worked really hard.
Keep reading
Did we accomplish those goals?
Did we accomplish those goals?
In short, yes. My team and I worked really hard.
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
“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.
Thats me!
Quick demo!
3.0 Version of My File launched on October 2025.
1.0 Legacy
1.0 Legacy
2.0 Designs
2.0 Designs
3.0 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.
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
Thats me!
Quick demo!
The product will launch in couple of months but here’s our staging site