Overview
The MyCity portal is New York City's centralized digital platform designed to simplify residents' access to a wide range of city services and benefits. Launched in March 2023, it serves as a one-stop hub where users can check eligibility, apply for, and track services across various city agencies using a single account.
Problem Statement:
The MyCity NYC website serves as a digital hub for New York City residents to access government services. Initial user feedback from legacy applications indicated that the sites are difficult to navigate, especially for users with varying levels of digital literacy. This case study outlines the new design process aimed at enhancing usability and improving the overall user experience.
- Navigation Confusion: 42% of users failed to find high-priority services within the first 60 seconds.
- Accessibility Issues: Color contrast ratios as low as 2.1:1 (WCAG requires 4.5:1).
- Information Overload: Readability tests showed content at 11th-grade level (recommended: 6th-grade).
Solution Statement:
1. Information Architecture Overhaul
Principle: Mental Models & User-Centered Categorization
Rather than organizing by departmental structure, I rebuilt the site's information architecture based on user mental models and common tasks:
- Conducted card sorting with 57 NYC residents to understand how they categorize city services
- Implemented task-based navigation ("Pay", "Apply", "Find", "Report") alongside traditional categories
- Created a persistent "Most Requested" section based on analytics data
- Designed a multi-faceted search with filters for service type, location, and eligibility
2. Accessible Design Foundation
Principle: Universal Design & WCAG Compliance
I rebuilt the design system with accessibility as a foundational element:
- Implemented a responsive typography system with minimum 16px base font size
- Created a color system with all combinations meeting WCAG 2.1 AAA contrast requirements
- Designed robust focus states and interaction patterns for keyboard users
- Added alternative navigation methods including descriptive landmarks and skip links
3. Progressive Disclosure Framework
Principle: Content Hierarchy & Cognitive Load Management
To address information overload, I implemented a progressive disclosure approach:
- Created a tiered content framework presenting essential information first
- Redesigned page templates with clear visual hierarchy and scannable formats
- Implemented expandable sections for detailed information
- Used visual cues (icons, color coding) to help users quickly identify content types
Wireframes
Designs
Testing & Iteration
1. Navigation Issues
Qualitative Findings (Usability Testing):
- 58% of test participants reported difficulty finding specific services without using the search function
- Users expressed confusion about the relationship between main navigation categories and subcategories
- Task completion times for locating specific services (like applying for a parking permit) averaged 2.3 minutes, compared to the benchmark of 45 seconds
- Heat mapping showed users frequently clicking back to the homepage to restart their navigation journey
Quantitative Findings (A/B Testing):
- Test variation with simplified megamenu navigation resulted in:
- 27% decrease in homepage bounce rate
- 34% increase in successful navigation to target pages
- 18% reduction in search usage, indicating improved browsing navigation
2. Information Overload
Qualitative Findings (Usability Testing):
- Cognitive load assessments showed elevated frustration levels when users encountered dense information pages
- 45% of participants reported feeling overwhelmed by the amount of text on service description pages
- Task abandonment rates were highest on pages with more than 500 words of content without visual hierarchy
- Eye-tracking studies revealed users skimming rather than reading critical information
Quantitative Findings (A/B Testing):
- Test variation with simplified content and progressive disclosure patterns showed:
- 43% increase in successful task completion
- 22% increase in time spent on relevant content sections
- 31% reduction in support ticket submissions for information that was available on the site
Key outcomes
- Task completion rate increased from 48% to 81%, with average completion time reduced from 3:24 to 1:12 minutes
- Accessibility compliance improved from 26% to 92% of WCAG 2.1 AA criteria, with user satisfaction scores rising from 2.1/5 to 4.7/5
- "Information overload" complaints decreased by 86%, while average time on page increased from 32 seconds to 2:18 minutes
- Search success rate improved from 59% to 87%, with page views before task completion reduced from 4.7 to 2.1
- Built a personalized "My City" dashboard allowing users to save frequent services and receive contextual recommendations
Key solutions
- Implemented task-based navigation ("Pay", "Apply", "Find", "Report") to replace department-based organization, aligning with users' mental models
- Developed a comprehensive accessibility framework meeting WCAG 2.1 AA+ standards with user controls for font size, contrast, and motion reduction
- Created a progressive disclosure content strategy with standardized templates, content chunking, and information layering to reduce cognitive load
- Designed enhanced search functionality with predictive results, categorized display, and natural language processing capabilities
- Built a personalized "My City" dashboard allowing users to save frequent services and receive contextual recommendations
