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/work/city-of-sd.md 
# City of San Diego

year: 2020
industry: Government
contributions: Strategy, User Research, UX Leadership
tags: Government, UX Design, UI Design
url: https://shannadige.com/work/city-of-sd/

> Empowering citizens through recommendations to 311 user experience

311 is a phone-based service used by US and Canadian citizens – initially designed to serve as a secondary line for non-urgent issues from the 911 emergency line, it has evolved into a service that citizens can call on to report municipal issues (to the likes of potholes, malfunctioning traffic lights, and abandoned items) or to ask questions on municipal topics (about things like city services, permits, taxes).

The City of San Diego has taken a modernized approach to 311, by following in the footprints of NEC cities like New York and Boston to build out a digital 311 service. Available via web or mobile app, San Diego's GetItDone App helps San Diego residents just as quickly in reporting issues in their local communities.

Through close connections with the city's Performance and Analytics department, I led a UX expert review into the city's existing 311 app and guided a team of 12 junior researchers and designers to synthesize findings and make recommendations to improve the overall user experience (UX) of the mobile app services. The non-profit engagement saved the City over $600,000 in non-personnel research conducted over the course of 5 months.

## Watch the readout

[Watch: City of San Diego 311 readout](https://www.youtube.com/watch?v=9CPfSqyS4x4)

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