Since joining San Francisco's Digital Services team two weeks before the pandemic, I’ve been leading inter-departmental journey management initiatives to understand, evaluate, and redesign some of the city’s most important services.
I create service blueprints to align technology, product, and business teams on the most transformative opportunities for improving resident and staff experiences. I create process diagrams to simplify concepts, highlight tradeoffs, and support decision-making. I identify and document common service patterns to guide our product strategy and roadmap through shifting department and mayoral priorities. I enable departments to leverage human-centered approaches in their work through trainings, coaching, documentation, and templates. I lead cross-departmental workshops to ensure the city understands and works to improve services end-to-end. I conduct qualitative research, spending days with the public and staff, to identify unmet needs and product opportunities. I design and test pilots, and use quantitative methods to evaluate their efficacy against our most important metrics.
As the lead, I create and implement the strategy for scaling service design’s impact across the city, and manage one additional service designer. I facilitate internal efforts with product managers, researchers, content designers, and engineers to set team strategies around our products, platforms, and engagement models. I recently led the creation of a North Star for our forms product that reshapes our relationship to our city partners, transitioning our approach from a high-touch service to a platform that scales.
My work has led to the creation of more than 15 digital services across the city. Among other things, my projects have reduced the time to issuance for small businesses from 6+ months to 13 days, and have cut the time it takes for staff to run vending location lotteries by 50%.
