UX CONTENT DESIGN | USER RESEARCH | multilingual strategy
As the second most linguistically diverse city in the country, how can the San Jose’s 311 reporting app better serve residents with a low proficiency in English? User research informed a ‘simplified English user flow’ prototype: one with easier-to-understand language and more visuals (see examples below). After multiple iterations, this led to the implementation of the latest version of San Jose 311: simpler labels, intentional icons, additional text to improve clarity, and user-tested emails so resident’s can better understand the status of their reports.
Users preferred a simplified English version of the app even when compared to the current app translated into their native language.
Improved messaging helps ‘guest users’ understand the advantages of creating an account.