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San Diego, CA improves website usability after extensive engagement with local community

San Diego, CA Website Usability Improves Local Engagement

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San Diego upgraded its online portal to be more responsive to resident needs. City officials and Hopscotch labs conducted interviews across the city and received 40,000 responses to a user survey. San Diego's main page divides user activities into service requests and exploratory tools. The Get It Done request tool is prominent on the main page for easy access. Hopscotch Labs removed outdated features like pop-ups and sign-in requirements detrimental to the user experience.

Website Design Citizen Engagement Surveys

San Diego, CA

Municipality in California

United States

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Case Study: City of San Diego Website Redesign Strategy - Hopscotch Labs

Developing strategy for San Diego's website involved connecting with 40,000 residents through contextual research. The focus of the redesign was on community need—what do residents, businesses and visitors need and expect from the City of San Diego web portal. We used human-centered design methods.

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San Diego received the Center for Digital Government’s Best of the Web Awards in 2016 for its website upgrade.

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San Diego, CA improves website usability after extensive engagement with local community

San Diego, CA Website Usability Improves Local Engagement

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