Research

User research

User research lets us understand the diverse needs, behaviors, and motivations of New Yorkers when they interact with city government. It’s the main way we learn about problems New Yorkers are experiencing and make sure designs work for our audiences. 

We test end-to-end user journeys for important topics and services. This helps us understand how users seek out and find information. It also helps us see what causes friction and keeps users from finishing tasks. The journeys we’ve tested with users include:

• Getting parking, collections, and schools statuses

• Getting help with rent increases

• Getting SNAP benefits

• Paying parking tickets

• Getting property tax benefits

• Translating content

• Applying for jobs

• Finding volunteer opportunities

We also test content and user interface elements to make sure they're usable and accessible. We do these tests with diverse user segments including:

• Users with vision and hearing disabilities

• Users of assistive devices like screen readers

• Older adults

• Users with limited English proficiency

Data analysis

We analyze data to determine which actions, topics, and sites users are most interested in.

Here are some of the ways we use data:

• We built the first ever web traffic report that accounts for all pages on nyc.gov (rather than individual properties). This allows us to understand how users navigate between different content areas.

• We analyzed 311 calls, clicks, and service requests to determine opportunities for increasing self-service and reducing call volume. 

• We analyzed which terms users are searching for on nyc.gov and search engines like Google. This helps us understand what users need and which words they use to describe those needs.

Generally speaking, we prioritize our information architecture based on data. Sites are built to present users with the most popular services and information first.