Prince William County Research

Prince WIlliam County (PWC) Department of Parks & Recreation frequently received feedback from end users including both external PWC residents and internal staff that it was difficult to complete key tasks, like registering for activities, online. As part of the team at Reingold I helped the Department to understand how to simplify the experience so users could easily complete what they needed to do.

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The client provided technical constraints, but had no research on their users. I needed a better understanding of user needs and pain points to develop ideal flows. The Department also needed to empathize with their various audience types to see why certain changes to the current flows were necessary.

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Collaborating with a fellow UX designer on my team we conducted user and stakeholder interviews and developed personas and use cases. Then we incorporated findings into user flows to illustrate the relationship between specific users types and tasks.

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RESULT

The deliverables clearly documented ideal user flows and were used by the PWC web team to rethink their website structure and transactions with a more holistic view of usability issues and opportunities.