Bridging Families at Davis City Hall
Bridging Families at Davis City Hall
Reimagining the family experience at town city hall, through field research, interviews, and prototype testing with town residents
Reimagining the family experience at town city hall, through field research, interviews, and prototype testing with town residents
Role
Role
Human-Centered Researcher
Methods
Methods
Field Research, Prototype Testing, Experience Design
Field Research, Prototype Testing, Experience Design
Team
Team
4 Researchers
4 Researchers
Timeline
Timeline
January 2025 - March 2025
OVERVIEW
OVERVIEW
Context
Context
This case study addresses a project I did for my Human-Centered Design class at the University of California, Davis. Our assignment for the Winter Quarter was to use the Human-Centered Design process in order to understand how we could redesign the interior hallway of Davis City Hall.
This case study addresses a project I did for my Human-Centered Design class at the University of California, Davis. Our assignment for the Winter Quarter was to use the Human-Centered Design process in order to understand how we could redesign the interior hallway of Davis City Hall.
Davis City Hall is a place where residents go to do administrative work. Many residents visit, from business contractors, to families with children. Our goal was to reinvigorate City Hall to better reflect the values of the city and its residents.
Davis City Hall is a place where residents go to do administrative work. Many residents visit, from business contractors, to families with children. Our goal was to reinvigorate City Hall to better reflect the values of the city and its residents.
Impact
Impact
We conducted field research with multiple Davis town residents, designed and tested a prototype based on the research findings, and presented a final slide deck with recommendations directly to Davis City Hall staff.
We conducted field research with multiple Davis town residents, designed and tested a prototype based on the research findings, and presented a final slide deck with recommendations directly to Davis City Hall staff.
I led interview scheduling and led synthesis (empathy mapping and insight development), and collaborated with my teammates to design the early stage prototype and test with Davis residents.
I led interview scheduling and led synthesis (empathy mapping and insight development), and collaborated with my teammates to design the early stage prototype and test with Davis residents.
IN-PERSON VISIT
IN-PERSON VISIT
Before talking to a single resident, we walked through Davis City Hall ourselves to observe the space firsthand such as what it looked like, what it communicated, and what was (and wasn’t) there for the people passing through it.
Before talking to a single resident, we walked through Davis City Hall ourselves to observe the space firsthand such as what it looked like, what it communicated, and what was (and wasn’t) there for the people passing through it.
We noticed a building that was administratively functional but emotionally flat: community bulletin boards buried in a side hallway, stained-glass art that went unnoticed, and a lobby that felt more like a waiting area than a civic space.
We noticed a building that was administratively functional but emotionally flat: community bulletin boards buried in a side hallway, stained-glass art that went unnoticed, and a lobby that felt more like a waiting area than a civic space.
Why This Mattered
Why This Mattered
Starting with observation of the actual hallway meant our questions were grounded in the actual physical space rather than in guesses about it. It also gave us shared context as a team before we had any conversations with residents.
Starting with observation of the actual hallway meant our questions were grounded in the actual physical space rather than in guesses about it. It also gave us shared context as a team before we had any conversations with residents.
RESIDENT INTERVIEWS
RESIDENT INTERVIEWS
Approach
Approach
We interviewed 7 Davis residents, 5 long-term residents and 2 graduate students in the age range of 26-70, to understand how families and community members experience Davis City Hall, and where the current space falls short of the community’s values.
We interviewed 7 Davis residents, 5 long-term residents and 2 graduate students in the age range of 26-70, to understand how families and community members experience Davis City Hall, and where the current space falls short of the community’s values.
Persona
Persona
We decided to base our audience persona on Anh (psuedonym to protect resident privacy), a 64-year-old retired teacher and community volunteer who has lived in Davis for more than 20 years.
We decided to base our audience persona on Anh (psuedonym to protect resident privacy), a 64-year-old retired teacher and community volunteer who has lived in Davis for more than 20 years.
Why she visits: Monthly paperwork and payments
What she wants: A City Hall that doubles as a space for families to spend time together, not just process errands
Why she visits: Monthly paperwork and payments
What she wants: A City Hall that doubles as a space for families to spend time together, not just process errands
QUOTE 1
QUOTE 1
“The only nice thing is the people.”
“The only nice thing is the people.”
QUOTE 2
QUOTE 2
“There isn’t anything to do while they [kids] wait.”
“There isn’t anything to do while they [kids] wait.”
QUOTE 3
QUOTE 3
“No social warmth.”
“No social warmth.”
Synthesis
Synthesis
We synthesized interview data into an empathy map to pressure-test what we were hearing before jumping to solutions. The pattern that emerged: families come to City Hall out of obligation, not choice, and there’s nothing built for the time they’re forced to spend there. This synthesis sharpened into our design question.
We synthesized interview data into an empathy map to pressure-test what we were hearing before jumping to solutions. The pattern that emerged: families come to City Hall out of obligation, not choice, and there’s nothing built for the time they’re forced to spend there. This synthesis sharpened into our design question.
How might we redesign the City Hall entrance hallway so families feel they belong, turning a routined visit into a shared memory that builds civic pride?
How might we redesign the City Hall entrance hallway so families feel they belong, turning a routined visit into a shared memory that builds civic pride?
PROTOTYPING
PROTOTYPING
We ideated three directions before choosing one to build into a real-life prototype.
We ideated three directions before choosing one to build into a real-life prototype.
Concept
Concept
Reasoning
Reasoning
Computer Corner
Computer Corner
Addressed waiting time, but didn’t answer the “no social warmth” insight
Addressed waiting time, but didn’t answer the “no social warmth” insight
Postcard Station
Postcard Station
Created a keepsake, but required writing and didn’t invite group interaction
Created a keepsake, but required writing and didn’t invite group interaction
Photobooth (selected)
Photobooth (selected)
Low-cost, invited multiple family members to participate together, produced a shareable memory on the spot
Low-cost, invited multiple family members to participate together, produced a shareable memory on the spot
Final Prototype
Final Prototype
We built a photobooth kit with handmade props designed to be quick enough to set up and test around town.
We built a photobooth kit with handmade props designed to be quick enough to set up and test around town.
TESTING & RESULTS
TESTING & RESULTS
We tested the prototype with 8 groups in the field. Our participants were a mix of families, friends, and individuals and we approached them and invited them to take a keepsake photo with our props.
We tested the prototype with 8 groups in the field. Our participants were a mix of families, friends, and individuals and we approached them and invited them to take a keepsake photo with our props.
Results
Results
We had three main findings from our prototype test.
We had three main findings from our prototype test.
Families responded enthusiastically and readily opted in
Families responded enthusiastically and readily opted in
Individuals were noticeably more reluctant to participate alone
Individuals were noticeably more reluctant to participate alone
One group stated “families are always looking for more photo opportunities”
One group stated “families are always looking for more photo opportunities”
PROJECT OUTCOMES
PROJECT OUTCOMES
We presented this project at city hall directly to city hall directors and the rest of our cohort. We included insights and next steps so that directors could move forward with implementation and improve the experience for families.
We presented this project at city hall directly to city hall directors and the rest of our cohort. We included insights and next steps so that directors could move forward with implementation and improve the experience for families.
What We Learned
What We Learned
Families in Davis are actively looking for activities that create shared memories, not just faster paperwork
Community is a core value residents associate with Davis and they want City Hall to reflect that, not just administer it
Families in Davis are actively looking for activities that create shared memories, not just faster paperwork
Community is a core value residents associate with Davis and they want City Hall to reflect that, not just administer it
Next Steps We Identified
Next Steps We Identified
Refine the prototype based on broader testing
Design a wider set of City Hall–themed props to keep the experience fresh for repeat visitors
Refine the prototype based on broader testing
Design a wider set of City Hall–themed props to keep the experience fresh for repeat visitors
REFLECTION
REFLECTION
This project was my first introduction to the Human-Centered Design process and conducting field work face-to-face. Up until this class, I was only familiar with working on software solutions and conducting research with users online. Now,I was cold-approaching strangers outside a municipal building, asking if they’d be willing to talk to us or pose for a photo, with no recruiting screener or scheduled call to fall back on. I had to read a room in real time instead of a transcript afterward, and get comfortable with people saying no on the spot.
This project was my first introduction to the Human-Centered Design process and conducting field work face-to-face. Up until this class, I was only familiar with working on software solutions and conducting research with users online. Now,I was cold-approaching strangers outside a municipal building, asking if they’d be willing to talk to us or pose for a photo, with no recruiting screener or scheduled call to fall back on. I had to read a room in real time instead of a transcript afterward, and get comfortable with people saying no on the spot.
With more time, I’d want a larger and more demographically varied sample (our 7 interviews skewed toward long-term residents), and I’d want to test a mounted, always-available photo station rather than a researcher-led intercept, to see whether the effect holds without our presence prompting participation.
With more time, I’d want a larger and more demographically varied sample (our 7 interviews skewed toward long-term residents), and I’d want to test a mounted, always-available photo station rather than a researcher-led intercept, to see whether the effect holds without our presence prompting participation.