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In February 2022, the Digital Team launched a new data strategy in service of Together San Rafael. Every department identified Data Leaders who will represent their department and work with the Digital Team to move this strategy forward at the City. Mission To make high quality, useful, and documented data available and accessible to internal...

“What gets measured gets improved.” - Robert Sharma Earlier in the research phase you started to identify metrics for measuring success. It’s important to track key metrics so you can continuously improve your service over time as needs evolve and change. It’s also important to know the useful life of a service and when it’s...

Once you have made improvements and are confident that your product will work at scale, you are ready to launch your product. You may still want to start by launching it as a “pilot” or “beta” version to the public and continue to ask for feedback. When you launch your product, you want to promote...

By now, you’ll have developed a strong understanding of your users’ needs, and have chosen a way of meeting those needs with your design (a prototype). The pilot phase is where you start  building your product for real and collect feedback on your prototype by testing it with a limited number of users. The pilot...

During this phase the product team works towards developing a prototype concept that can be tested with users. Your product or service should be easy for people to understand and use. When developing a prototype of your product, it’s important to think about the experience from the point of view of the person using it....

During the research phase, the product team gathers information about the problem, user needs, and past experiences and attempts by others to solve the problem. You can use a range of qualitative and quantitative research methods, such as: User interviews Observations Focus groups Surveys Through your research you will work to understand people’s goals, needs...

The product development process begins with product framing, a method that helps team members get top-level alignment on a service. Product framing includes defining vision, problem areas, user scenarios and success. The vision is critical, because it helps to better align the organization — internal and external players — with the core objectives, giving projects...

“Product management and service design can be especially transformative to how we work and ultimately, radically improve how people interact with government…. Without a product vision, we run the risk of building the wrong things at the wrong time, over-engineering the product, and building features that don’t deliver the most value to our users. In...

Cross-departmental permits Catherine Quffa (co-project manager) Michele Ginn Hunter Young Karen Chew Ali Giudice (co-project manager) Rafat Raie Erin Lofton Advisers: Jim Schutz, Don Jeppson & Bob Sinnott Paperless forms & signatures Thomas Wong Laraine Gittens Alexis Nielson Brenna Nurmi Habad Ahmed (project manager) Advisers: Lisa Goldfien, Nadine Hade & Lindsay Lara Spanish-language engagement Raul...