Empowering City Workers & Citizens with Centricity
Empowering City Workers & Citizens with Centricity
Role: Product Designer
Duration: 4-8 Weeks
Team: SMEs, Product Manager, Developers
Stakeholders: Founder of Centricity
Role: Product Designer
Duration: 4-8 Weeks
Team: SMEs, Product Manager, Developers
Stakeholders: Founder of Centricity
OVERVIEW
How might we improve local government workflows by designing tools that work for both field workers and everyday citizens?
Centricity, in partnership with Cityworks, set out to modernize municipal operations for both city workers and local citizens.
The goal was twofold: enhance internal efficiency through a redesigned Cityworks dashboard, and increase civic engagement by launching a new citizen-facing mobile app.
IMPACT
Training time for new workers reduced by 47%, mobile adoption increased efficiency across departments, avg. resolution time dropped by 1-2 days, satisfaction scores surpassed initial benchmarks by 29%
Training time for workers reduced by 47%, avg. resolution time dropped, satisfaction scores increased 29%
CHALLENGE
Outdated systems, poor mobile UX, and no easy reporting for residents.
For City Workers:
Legacy dashboards were difficult to navigate and lacked real-time data
Field workers had no mobile-friendly access to assignments or updates
Workflows were inconsistent, creating delays and increased training time
For Citizens:
No intuitive tool to report issues like potholes, graffiti, or broken signs
Submissions were lost in email chains or delayed by manual routing
Lack of transparency discouraged civic participation
For City Workers:
Legacy dashboards were difficult to navigate and lacked real-time data
Field workers had no mobile-friendly access to assignments or updates
Workflows were inconsistent, creating delays and increased training time
For Citizens:
No intuitive tool to report issues like potholes, graffiti, or broken signs
Submissions were lost in email chains or delayed by manual routing
Lack of transparency discouraged civic participation
For City Workers:
Legacy dashboards were difficult to navigate and lacked real-time data
Field workers had no mobile-friendly access to assignments or updates
Workflows were inconsistent, creating delays and increased training time
For Citizens:
No intuitive tool to report issues like potholes, graffiti, or broken signs
Submissions were lost in email chains or delayed by manual routing
Lack of transparency discouraged civic participation
"Sometimes working with Cityworks is a nightware, I mean parts of the software is over 20 years old"
"Sometimes working with Cityworks is a nightware, I mean parts of the software is over 20 years old"
"Sometimes working with Cityworks is a nightware, I mean parts of the software is over 20 years old"
DESIGN STRATEGY
Turned feedback and tickets into actionable design fixes
To ground both products in real user needs, I collaborated closely with SMEs, city stakeholders, and everyday users:
Gathered insights through surveys and VoC analysis to identify frustrations with the legacy Cityworks experience
Mapped dual user flows—for inspectors in the field and citizens reporting issues
Prototyped new workflows and refined them through iterative user testing
Designed responsive UIs that adapted to desktop, tablet, and mobile
Launched a beta of the citizen app and exceeded initial satisfaction benchmarks
This user-centered process ensured every screen supported not just stakeholder goals—but the realities of city life and field work.
We partnered with city stakeholders and end users to redesign two connected platforms:
Surveyed users to surface legacy pain points
Mapped flows for inspectors and citizens
Prototyped and tested key workflows
Designed responsive UIs for desktop, tablet, and mobile
Launched beta, exceeding early satisfaction goals
Every screen reflected the real-world needs of public users and field teams.
We partnered with city stakeholders and end users to redesign two connected platforms:
Surveyed users to surface legacy pain points
Mapped flows for inspectors and citizens
Prototyped and tested key workflows
Designed responsive UIs for desktop, tablet, and mobile
Launched beta, exceeding early satisfaction goals
Every screen reflected the real-world needs of public users and field teams.
Turned feedback and tickets into actionable design fixes
There’s more behind the modernization effort than meets the eye.
In the full deep dive, you'll see how we balanced government constraints with user-first design—empowering both workers and citizens.
There’s more behind the modernization effort than meets the eye.
In the full deep dive, you'll see how we balanced government constraints with user-first design—empowering both workers and citizens.
There’s more behind the modernization effort than meets the eye.
In the full deep dive, you'll see how we balanced government constraints with user-first design—empowering both workers and citizens.
SOLUTION
Delivered two tools: a simplified portal for field tasks and a public app for easy civic engagement.
To increase engagement and transparency, I designed a companion app for citizens that featured:
Simple, step-by-step forms for issue reporting
Geolocation tagging to accurately route requests
Photo uploads and progress tracking to build citizen trust
Optimized UX for quick submissions on any mobile device
I led a full redesign of the Cityworks PLL dashboard, introducing:
Real-time task updates for improved field awareness
Context-sensitive workflows to reduce clicks and confusion
Mobile-responsive design for tablets used on the job
Streamlined UI that reduced training time for new employees
To increase engagement and transparency, I designed a companion app for citizens that featured:
Simple, step-by-step forms for issue reporting
Geolocation tagging to accurately route requests
Photo uploads and progress tracking to build citizen trust
Optimized UX for quick submissions on any mobile device
Redesigned the Cityworks PLL dashboard to improve field efficiency:
Real-time task updates
Fewer clicks with context-aware workflows
Tablet-ready, responsive design
Streamlined UI to reduce training time
Designed a companion citizen app to boost engagement:
Step-by-step issue reporting
Auto-tagged location data
Photo uploads + status tracking
Fast, mobile-friendly UX
I led a full redesign of the Cityworks PLL dashboard, introducing:
Real-time task updates for improved field awareness
Context-sensitive workflows to reduce clicks and confusion
Mobile-responsive design for tablets used on the job
Streamlined UI that reduced training time for new employees
Built a smart portal for contractors and a simple app for the public
CLIENT TESTIMONIAL
CLIENT TESTIMONIAL
"We will definitely work with Jade again! She was exactly what we were looking for. Great communication, fast, stayed on top of any changes that we asked for. Top notch!"
"We will definitely work with Jade again! She was exactly what we were looking for. Great communication, fast, stayed on top of any changes that we asked for. Top notch!"
"We will definitely work with Jade again! She was exactly what we were looking for. Great communication, fast, stayed on top of any changes that we asked for. Top notch!"
