Challenges

The NYC Department of Finance, the nation’s largest municipal website, contained a large amount of disparate information —
from parking tickets to taxes, bail bonds, courts, and auctions — that was difficult for both the public and City agency users to find.

Approach

Implement a user-centered approach to redesign the UX/UI to improve structure and clarity—making key resources easier to locate. Evaluate usage data, analyze the user journey, audit website content, and identify key usability issues. Partner with NYC Office of Technology and Innovation (OTI) to align technical requirements, and ensure WCAG accessibility complianc .

Solution

• Deliver comprehensive services that prioritize user needs from research and content strategy to site map, wireframes, user flow, design, prototypes, and testing.

• Reorganize and streamline the information architecture for faster, clearer navigation.

• Create a cohesive visual design system and improve nomenclature to make information easier to find.

• Design an intuitive interface utilizing accordions and bullets to avoid text walls.

• Simplify the request process through streamlined instructions and visuals.

Impact

The redesign made critical City services easier to find and use, driving overwhelmingly positive user feedback, and a significant reduction in support requests.