A cross channel design that engages citizens in the blight removal process
UX Designer &
Cross Channel Design
Fan Zhang, Jeff Zhang,
Department of Neighborhood & Economic Operations (NEO) at the City of Jackson is finding effective channels to make their blight removal process more transparent. They are concerned about the increasing complaints from citizens regarding their decisions on housing condemnations and demolitions.
Records Management Coordinator, NEO
Information of the city's blight removal is inaccessible because they are segmented into multiple information systems and physical records. Citizens can't effectively trace, converge and engage to them.
Most citizens have hard time to internalize the housing issues because there are not direct and physical impacts toward their life. They think the issue is intangible and ignore the gradual impact of blight.
Citizens have various way of seeking information, including online methods (e.g. government website, social media and news sites) and offline methods (e.g. visiting or calling city hall and word-of-mouth).
Distressed Property Report Website converges blight removal information with clear indications on how community decisions are reached.
A blight introduction brochure and a blight process infographic are designed to provide information to users that are not tech-savvy.
The condemnation notice is redesigned to provide clarity on the blight process to citizens, and support the word of mouth activities.
The project adopts iterative design process with a particular strong emphasis on the research phase to understand the complex blight issue: