NYC Taxi & Limousine Commission

As a Design Research Apprentice with the NYC Taxi & Limousine Commission, I created a package of user research to be used as the basis for a complete user portal redesign. Due to the COVID-19 pandemic most of the work was completed through remote research.

The package of user research included:

• 6 personas which develop complex, real life scenarios and use cases that reveal nuanced and specific use cases of the new user portal;

• 4 customer journey maps which illustrate the steps a persona takes in order to pin point specific moments as opportunities for improvement. These were completed as both illustrated PDFs, as well as in Miro;

• 4 remote feedback sessions to check work for process errors and brainstorm key moments with employees who interact directly with users;

• 4 complete wireframe which explore what features a persona may need and their flow through a new user portal;

• 3 sets of UI Mock Ups to provoke feedback on user interface design direction;

• A feedback deck which packages all research to be circulated internally at the TLC; and

• A Licensee Research Plan for user research and feedback from licensees on the new user portal and accommodates both in person and remote research.

This work is confidential. Please contact for a select view of the work completed.