https://www.jliekim.com/cocreation daily 0.75 2020-05-07 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588739957129-MIFNYBALB36R5YUSLKDJ/meeting-30-03.png Redesigning meetings in City Hall https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616376126-6HMX3X1XIZ28DD4I7HUH/IMG_2945+2.JPG Redesigning meetings in City Hall - We started by interviewing and shadowing staff We began preparing for the workshop by shadowing staff while they dispatched on a typical work day. We also interviewed them for better contextual understanding of their pain points. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616590081-LY55ZJH1T2MT23POC5Z7/IMG_9211+2.JPG Redesigning meetings in City Hall - We recorded a video of their screen while they dispatched We learned that one work order requires anywhere between 2 to 5 minutes to process; they opened at least 6 tabs on their browser. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616478187-PD6MHPA8K1ONKJ61KXHE/IMG_0441.JPG Redesigning meetings in City Hall - Subject matter experts and a Salesforce developer watched the video footage together… We gathered subject matter experts and a Salesforce developer from another City department to run through a few activities together. The most critical ones involved viewing the video footage we took during our observation session and then followed by a collaborative service blueprinting exercise. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616782782-G4M7110EMKR3XC4PHVLC/IMG_4702+2.JPG Redesigning meetings in City Hall - Then we co-created a service blueprint and then implemented a new map right then and there The service blueprint was also key. The developer started coding right away. Everyone on the team was excited. Our work led to a 9% increase in average number of work orders distributed by one staff member per day. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616376126-6HMX3X1XIZ28DD4I7HUH/IMG_2945+2.JPG Redesigning meetings in City Hall - We started by interviewing and shadowing staff We began preparing for the workshop by shadowing staff while they dispatched on a typical work day. We also interviewed them for better contextual understanding of their pain points. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616590081-LY55ZJH1T2MT23POC5Z7/IMG_9211+2.JPG Redesigning meetings in City Hall - We recorded a video of their screen while they dispatched We learned that one work order requires anywhere between 2 to 5 minutes to process; they opened at least 6 tabs on their browser. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616478187-PD6MHPA8K1ONKJ61KXHE/IMG_0441.JPG Redesigning meetings in City Hall - Subject matter experts and a Salesforce developer watched the video footage together… We gathered subject matter experts and a Salesforce developer from another City department to run through a few activities together. The most critical ones involved viewing the video footage we took during our observation session and then followed by a collaborative service blueprinting exercise. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616782782-G4M7110EMKR3XC4PHVLC/IMG_4702+2.JPG Redesigning meetings in City Hall - Then we co-created a service blueprint and then implemented a new map right then and there The service blueprint was also key. The developer started coding right away. Everyone on the team was excited. Our work led to a 9% increase in average number of work orders distributed by one staff member per day. https://www.jliekim.com/front-page daily 0.75 2019-09-28 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588739914911-VAGIQ4ZBAXFN0U9QNLTX/homepage-30.png Redesigning the front page of the City website https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612803506-58UCXLYFWKDBJ850A58Z/image-asset.png Redesigning the front page of the City website - Option 1 (the winner) 45% preferred - Internal search “City pages [have] many functions. I believe it's best to optimize the search functionality and use the search bar as the main tool…” - One respondent “Because it gives me the option to enter my exact query.” - One respondent https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612825240-UN23DMS9SS76RO74L3NH/Static-sm.png Redesigning the front page of the City website - Option 2 (implemented) 41% preferred - Reduced image “Less space wasted with a photo, straight to the content.” - One respondent https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612703614-N8XCNAASOYALBOKBWYPG/image-asset.png Redesigning the front page of the City website - Option 3 9% preferred - Static image, same size as original https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569623154831-IY4EQ48D24L5ALHAHN3W/Original-02-lg.png Redesigning the front page of the City website - Option 4 (original) 5% preferred - Rotating carousel image https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612803506-58UCXLYFWKDBJ850A58Z/image-asset.png Redesigning the front page of the City website - Option 1 (the winner) 45% preferred - Internal search “City pages [have] many functions. I believe it's best to optimize the search functionality and use the search bar as the main tool…” - One respondent “Because it gives me the option to enter my exact query.” - One respondent https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612825240-UN23DMS9SS76RO74L3NH/Static-sm.png Redesigning the front page of the City website - Option 2 (implemented) 41% preferred - Reduced image “Less space wasted with a photo, straight to the content.” - One respondent https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612703614-N8XCNAASOYALBOKBWYPG/image-asset.png Redesigning the front page of the City website - Option 3 9% preferred - Static image, same size as original https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569623154831-IY4EQ48D24L5ALHAHN3W/Original-02-lg.png Redesigning the front page of the City website - Option 4 (original) 5% preferred - Rotating carousel image https://www.jliekim.com/about daily 0.75 2026-03-04 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610833104740-HW6BJQAK2SGRHW8W12RJ/Unknown.png About https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/eb5a4b55-bfc8-4763-ae78-c134cb4a3bee/Final+Large+Headshot.jpg https://www.jliekim.com/home daily 1.0 2026-02-02 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/4a5597e6-92dc-4f92-91ad-18de37767971/El+Camino+Real+Korean+Spa.jpg Home https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/86fa93b3-45bf-437f-b7fb-d282a46c0fee/Dream2.jpg Home https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/d9857aa6-5b9c-48e5-99c1-7bff58a994e5/02_coffee.jpg Home https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/67ca819e-c629-4cd5-946b-a56574694426/Damdamkak.jpg Home https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/ec29408c-4c6e-4c4b-9692-0c14765d885c/HanokRoof.jpg Home https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/2fc2dc6e-1cab-4d08-ae5c-9321f9337e21/WithLove.jpg https://www.jliekim.com/writing daily 0.75 2025-08-22 https://www.jliekim.com/participatory daily 0.75 2025-08-26 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/32facd06-66f9-4b48-bf10-272c6a95ff75/03_fruit.jpg Participatory There were fourteen participants divided into two digital art workshops. Participants ranged in age from 55 to 84. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/e875f911-d0bf-4260-a7a4-c19d3ec71160/05_fruit.jpg Participatory We started off with a storytelling responding to the question "What fruit reminds you of home?" https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/f3dd7631-efb7-4658-8395-06e22cff1271/07_fruit.jpg Participatory Participants filled out a worksheet with more questions about the fruit memory, its approximate date and project consent. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1c7b803f-b6dc-412e-9f3b-0635456e58e8/01_fruit.jpg Participatory Our oldest participant was 84. Their family owned a local farm for several generations. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/5af47c98-56d0-4d38-bdd2-cc598e117a88/09_fruit.jpg Participatory Participants mentioned that drawing felt "therapeutic and calming," and that they seemed to prefer digital art over analog. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/703b997f-1e31-4062-8c2b-022ca8690248/08_fruit.jpg Participatory Thank you in Vietnamese, Spanish and English -- San Jose's dominant languages. I sewed the grocery bag out of pink organza. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/269a5038-993c-4f20-9c80-6f2fbb3ec443/Receipt.jpg Participatory A fabric receipt stores their fruit memories. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/ca5d31b9-1422-47e6-81ce-1f2bbb3cbc28/04_fruit.jpg Participatory Participant's artwork was printed and ironed on a soft amorphous pillow form. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/ed1c7c30-32f4-4caf-8cc9-314322e8af08/06_fruit.jpg Participatory https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/6c82ba63-eb13-48de-9b3b-871eb6aa12c1/Bag.jpg https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/9bcbbdb4-af3b-47f8-947b-f298dfbca9f4/01_coffee.jpg https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/fa871d84-2f30-4085-9544-92f0d5bf70dc/03_coffee.jpg https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/d9857aa6-5b9c-48e5-99c1-7bff58a994e5/02_coffee.jpg https://www.jliekim.com/contact-3 daily 0.75 2025-08-25 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/82b3a3ca-30b3-4519-a845-fdd52a850ee2/IMG_0965.jpg https://www.jliekim.com/abstract-and-surreal daily 0.75 2025-08-25 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/ec29408c-4c6e-4c4b-9692-0c14765d885c/HanokRoof.jpg Abstract and Surreal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/d6ac124d-6f76-43f1-9793-9c8a3126d10b/Eyeballs.jpg Abstract and Surreal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/efd5084b-0434-4528-87b2-c429a6b9b7de/Collage.jpg Abstract and Surreal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/86fa93b3-45bf-437f-b7fb-d282a46c0fee/Dream2.jpg Abstract and Surreal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/b1edfd9c-34b9-4fe5-83f5-982e5f464bcc/IllusionCrocs2.jpg Abstract and Surreal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/195d9356-ac5f-44b4-bd0c-e048ea13dbb8/Pencil.jpg Abstract and Surreal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/fd8026e9-df3a-4595-ac21-e0d34279dc96/FlowerClips.jpg Abstract and Surreal https://www.jliekim.com/daily-life daily 0.75 2025-08-25 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/2b151132-3a39-4b7e-aa52-e19810281714/Still+Life.jpg Daily Life https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/294857ce-212d-47a1-b4cf-5b95a41e72cd/OrangeCar.jpg Daily Life https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/619cb945-5b84-4086-a095-49dc0ea53bea/Radish.jpg Daily Life https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/67ca819e-c629-4cd5-946b-a56574694426/Damdamkak.jpg Daily Life https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/017dc6d5-bab0-49a4-88b9-63c1c59b952f/Silicon+Valley+at+Night.jpg Daily Life https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/366a5894-06e0-4b95-a5ad-ecf1fc0d11d8/Yogurt.jpg Daily Life https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/2913c1fb-d306-4c18-a1ef-2c0b2051b021/Fireworks.jpg Daily Life https://www.jliekim.com/objects daily 0.75 2025-08-25 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540728846-J43K09GLB55PT4QXOUWT/TopView.jpg Objects https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540539139-DYG3FHDMZP6S2HKN7NBU/Shelf-Perspective.jpg Objects https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540521377-ASJEK7XIGLX171GCCEKU/Guitar+Crib.jpg Objects https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540501886-VQ1J9YKEFSUGCR0QPRIH/Eliza-02.jpg Objects https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540815772-4ONBQ493PZYD1H37TKQL/62_dustbin3-4-600x400.jpg Objects https://www.jliekim.com/portraits daily 0.75 2025-08-25 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/8569e801-868a-45f1-87cd-659db0e78597/Abba+Blue.jpg Portraits https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/d4bd6a16-be75-494d-a697-e31d2a8853d5/Persimmons.jpg Portraits https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/fdf9a94b-3119-44b4-a118-435e37f57624/Polarfleece.jpg Portraits https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/f948c8a5-d298-4927-9231-184932d6b7f7/MotherInLaw.jpg Portraits https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/4a5597e6-92dc-4f92-91ad-18de37767971/El+Camino+Real+Korean+Spa.jpg Portraits https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/d584e1be-21e8-40a9-9dde-87bd2c5bf32d/Subway.jpg Portraits https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/c52fcb18-06ee-462c-9a8c-69953331e60b/Fierce.jpg Portraits https://www.jliekim.com/work daily 0.75 57322-04-07 https://www.jliekim.com/work/nondigital-work-g759y monthly 0.5 2025-05-08 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540424769-NAUNFQDANN4FZCAQNCSX/02_coffee.jpg Work - Furniture & illustration work - Coffee Table in the City Client: private, (video link) https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540815772-4ONBQ493PZYD1H37TKQL/62_dustbin3-4-600x400.jpg Work - Furniture & illustration work - The Dustbin Designed as an intern with industrial designer Brandon Ravenhill. Mass-produced for West Elm. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540728846-J43K09GLB55PT4QXOUWT/TopView.jpg Work - Furniture & illustration work - Proof Bakery cabinet Client: Proof Bakery, Los Angeles https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540501886-VQ1J9YKEFSUGCR0QPRIH/Eliza-02.jpg Work - Furniture & illustration work - Robot Garden D.I.Y. tutorial created for Houzz (link) https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540521377-ASJEK7XIGLX171GCCEKU/Guitar+Crib.jpg Work - Furniture & illustration work - The Guitar Crib Client: private https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1602540539139-DYG3FHDMZP6S2HKN7NBU/Shelf-Perspective.jpg Work - Furniture & illustration work - Modular shelf Client: private https://www.jliekim.com/work/restaurants-wy6h9 monthly 0.5 2025-05-08 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610827510552-G6XKF7HM134JLWXF7IP9/Screen+Shot+2020-06-08+at+9.45.32+PM.png Work - Restaurant websites helping revitalize SF’s Chinatown https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610827441179-2C5VY26SCN8FEIPC3K12/Screen+Shot+2020-06-08+at+9.46.22+PM.png Work - Restaurant websites helping revitalize SF’s Chinatown https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610827477497-QYKEL7XKASD6YQ5DJ7J2/Screen+Shot+2020-06-08+at+9.46.36+PM.png Work - Restaurant websites helping revitalize SF’s Chinatown https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610827907207-7EJ7GWZ4WGZL4MHSQOXU/Screen+Shot+2021-01-16+at+12.10.57+PM.png Work - Restaurant websites helping revitalize SF’s Chinatown https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610827942498-HXBJK4JUQA1F5TCQCEL7/Screen+Shot+2021-01-16+at+12.11.16+PM.png Work - Restaurant websites helping revitalize SF’s Chinatown https://www.jliekim.com/work/financial-education-6m84g monthly 0.5 2025-05-08 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610831973797-V34VXJLFGU6IAXAAHV6G/Screen+Shot+2021-01-16+at+1.18.50+PM.png Work - Women’s Financial Education Portal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610828249400-RZFMJR0A10FY98JGY9NE/Screen+Shot+2020-06-08+at+9.50.07+PM.png Work - Women’s Financial Education Portal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610828300403-6YL9C3WYWPKDUFNCB52X/Step+1+-+Welcome.png Work - Women’s Financial Education Portal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610828275994-S5Y4AUQNYKUEZ9W5D3HH/Step+1+-+Video.png Work - Women’s Financial Education Portal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610828383640-7VSNKQINM1IQWWOOFA7M/Payments+-+02%402x.png Work - Women’s Financial Education Portal https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1610828359605-1C2FJD20EQD4AW2890FY/Dashboard+-+Settings%402x.png Work - Women’s Financial Education Portal https://www.jliekim.com/work/usability-standards-5wbs5 monthly 0.5 2025-05-08 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569609891828-COLJJ251WH4BAYGMB94F/digitaltracker.png Work - Redesigning the City website & establishing usability standards https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569609976872-BB7BJT6BEJ2D1MGJKVVO/Screen%2BShot%2B2019-09-27%2Bat%2B11.30.54%2BAM.jpg Work - Redesigning the City website & establishing usability standards https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569610059227-7ZE6J62E2FOG5CPD80W5/Screen%252BShot%252B2019-09-27%252Bat%252B11.31.04%252BAM.jpg Work - Redesigning the City website & establishing usability standards https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569611443567-ATBO6B557OTSLTYJVH86/Screen+Shot+2019-08-27+at+3.49.30+PM.png Work - Redesigning the City website & establishing usability standards - Original “Adopt a Pet” landing page https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612068864-8HAFV5CUFVN4WKKW8NET/Screen+Shot+2019-09-27+at+12.20.28+PM.png Work - Redesigning the City website & establishing usability standards https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569611476887-KXEDVT5IMDNUL1BWQX5W/Screen+Shot+2019-09-27+at+8.42.05+AM.png Work - Redesigning the City website & establishing usability standards - Take 2: The landing page is “Consistently designed” and “Discoverable” but still not “Easy to Use” 2 out of 4 mobile users are unable to complete the task. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569611618801-2PHJOT4V3RUIQOQONAYT/Desktop+-+View+Pets+-+Option+1.png Work - Redesigning the City website & establishing usability standards - Take 3: We will test this again next week https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612803506-58UCXLYFWKDBJ850A58Z/image-asset.png Work - Redesigning the City website & establishing usability standards - Option 1 (the winner) 45% preferred - Internal search “City pages [have] many functions. I believe it's best to optimize the search functionality and use the search bar as the main tool…” - One respondent “Because it gives me the option to enter my exact query.” - One respondent https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612372974-IJOYNXCUWOPY34KJWMZD/Static-sm.png Work - Redesigning the City website & establishing usability standards - Option 2 (implemented) 41% preferred - Reduced image “Less space wasted with a photo, straight to the content.” - One respondent https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612373114-47VKM0K4ANEIZ54IR7NR/Static-lg.png Work - Redesigning the City website & establishing usability standards - Option 3 9% preferred - Static image, same size as original https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569612369696-3VNYZOK7GUI9AR2MGUZF/Original-02-lg.png Work - Redesigning the City website & establishing usability standards - Option 4 (original) 5% preferred - Rotating carousel image https://www.jliekim.com/work/covid-work-3xaaa monthly 0.5 2025-05-08 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588830776394-5JKG94GDBCE063ZSYEP4/Screen+Shot+2020-05-06+at+10.31.58+PM.png Work - Evidence-based pandemic messaging - BIT designed 5 behavioral strategies to test with 3,638 adults. English: 2,796 respondents, Spanish: 742 respondents, Vietnamese: 100 respondents https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588829573625-C4KPLGZB43610KEPRQ7J/Screen+Shot+2020-05-06+at+10.32.16+PM.png Work - Evidence-based pandemic messaging - We tested these 5 behavioral strategies in the form of a hypothetical Facebook post. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588830950691-NXRY66Z3VJUINIXONSUE/Victim-v3.png Work - Evidence-based pandemic messaging The social media flyer I designed for the “Identifiable Victim” approach https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588831002536-DKENCAVR224PFTESVB72/Control-v2.png Work - Evidence-based pandemic messaging The “Simple” approach served as a control for the experiment https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588831572165-9BAYY4DU4LEE6IJEBXH2/PRNS-8.5X11-yellow-multi-v3.png Work - Evidence-based pandemic messaging Park closure signage: 8.5” X 11” https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588831373823-HMKDZ3ZG17EQGP7OWBU0/PRNS-11X17.png Work - Evidence-based pandemic messaging Park closure signage: 11” X 17” https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1588831780776-AJ5DV2W6MQ7TA1RVDHIU/PRNS-64X48.png Work - Evidence-based pandemic messaging Park closure banner https://www.jliekim.com/work/sj311-app-8ymjx monthly 0.5 2025-05-08 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1591248422801-F9C4R2MB9JF2GDZ8U655/Landing+screen+-+Mobile.png Work - Improving UX for both residents & City staff https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1591248452297-DA3PRDBTJWFEEU6C8IZE/Landing+screen+-+Web.png Work - Improving UX for both residents & City staff https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1589422821160-VM0UGI807F0L0TUUECD7/Screen+Shot+2020-05-13+at+7.17.02+PM.png Work - Improving UX for both residents & City staff An example of a preference test conducted to decide on the most intuitively understood icons. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1591248253961-05RDXZ0I2PZKFN3YRDSD/Login+screen.png Work - Improving UX for both residents & City staff https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1591248319753-JCLGX7191UP7XHV1RFF9/Messages.png Work - Improving UX for both residents & City staff https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1591248504740-SHVT9DCE6RX722LEYWAL/Request+form.png Work - Improving UX for both residents & City staff https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616376126-6HMX3X1XIZ28DD4I7HUH/IMG_2945+2.JPG Work - Improving UX for both residents & City staff - We started by interviewing and shadowing staff We began preparing for the workshop by shadowing staff while they dispatched on a typical work day. We also interviewed them for better contextual understanding of their pain points. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616590081-LY55ZJH1T2MT23POC5Z7/IMG_9211+2.JPG Work - Improving UX for both residents & City staff - We recorded a video of their screen while they dispatched We learned that one work order requires anywhere between 2 to 5 minutes to process; they opened at least 6 tabs on their browser. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616478187-PD6MHPA8K1ONKJ61KXHE/IMG_0441.JPG Work - Improving UX for both residents & City staff - Subject matter experts and a Salesforce developer watched the video footage together… Watching the video together was critical for building alignment and momentum. We all understood the pain points together. https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569616782782-G4M7110EMKR3XC4PHVLC/IMG_4702+2.JPG Work - Improving UX for both residents & City staff - Then we co-created a service blueprint and then implemented a new map right then and there The service blueprint was also key. The developer started coding right away. Everyone on the team was excited. Our work led to a 9% increase in average number of work orders distributed by one staff member per day. https://www.jliekim.com/work/fellowship-2etjt monthly 0.5 2025-05-08 https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569624893421-QOBDUSKOWRF695TV6IFN/Screen+Shot+2019-09-27+at+3.46.00+PM.png https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569624681624-3EYK66R9TVSP2V07HP34/Screen+Shot+2019-09-27+at+3.46.09+PM.png https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569625138799-2ZEEJZ043AL8FWHFPEGZ/IMG_6720.JPG https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569626214231-LV1EVXMCCU0QVHG2L4LI/Screen+Shot+2018-12-12+at+12.25.58+PM.png https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569626329171-ODR16LHGFM5WVPME1POM/Existing+Spanish.png https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569626462264-IZ9CQ99CFP0FE3KQAFYV/Simplified+English.png https://images.squarespace-cdn.com/content/v1/5b5cdaa9372b96ca74df60bb/1569626668270-QCFITEQWXQ8RC6O7LBGI/Screen%2BShot%2B2019-09-27%2Bat%2B3.46.19%2BPM.jpg