2023: The Service Design Studio’s Year in Review
👋 What a year 2023 was for the Service Design Studio (“the Studio”) at the Mayor’s Office for Economic Opportunity (“NYC Opportunity”)! We are so grateful to the amazing people we had a chance to work with this year! As always, we strive to make New York City services more accessible for the people who use and administer them. Thank you for your continued interest and support!
What’s included in this blog post…
(click the underlined link to navigate directly to each section!)
- 📊 Section 1: Metrics Dashboard — Wow! We did a lot. Check out our accomplishments this year by the numbers.
- 🤓 Section 2: Civic Design Forum — Read about the two forum events the Studio held this year to bolster language accessibility.
- 🎨 Section 2: Visual Design Project Spotlight — Read how the Studio used visual design tools in our work.
- ✊ Section 3: Participatory Project Spotlight— Read how the Studio used participatory practices to build collective knowledge and share decision-making power in multi-stakeholder projects.
- 😎 Section 4: Fellow and Visitor Spotlight— A quick shout-out to the fantastic Fellows and Visitors who joined the Studio this year.
📊 Metrics Dashboard
🤓 Civic Design Forum #1: Plain Language Writing
Partners: NYC Mayor’s Office of Immigrant Affairs (MOIA), NYC Mayor’s Office of Technology and Innovation (OTI)
This year, the Studio’s Civic Design Forum events focused on language accessibility. Language accessibility is communication written and designed for a diversity of readers. It is important for the government, in particular, to communicate in accessible ways. Inaccessibility is a systemic issue that impacts everyone but to different degrees, with a particularly heavy burden on disadvantaged communities.
The first Forum event focused on plain language writing. Plain Language is communication your audience can understand the first time they read or hear it.
The Studio bolstered the City’s capacity with the following efforts:
1. In May, we held a three-hour Civic Design Forum event where we up-skilled 50+ City agency staff in plain language writing techniques. This forum was planned and facilitated in partnership with the Mayor’s Office of Immigrant Affairs and the Mayor’s Office of Technology and Innovation.
2. We held three additional “Communities of Practice” workshops for those interested in continuing plain language writing practices with Forum peers.
3. We designed a quarterly plain language newsletter that includes relevant news, exercises to practice techniques, and comics!
Feedback from Forum Attendees:
- “This was great, hoping we implement some changes to integrate better service delivery in our centers.”
- “I loved this workshop! Everyone needs this training!!! Please hold more of these.”
- “Thank you!!! Really appreciate your work. I found the personal story about translating medical information to be very moving and motivating. Also getting a chance to practice improving language was great.”
🤓 Civic Design Forum #2: Community-Centered Translation
Partners: NYC Mayor’s Office of Immigrant Affairs (MOIA), Coalition for Asian American Children + Families
For our second Civic Design Forum event, we focused on community-centered translation. Community-centered translation informs the translation process with native speaker expertise using participatory practices. This form of translation ensures cultural relevance and responsiveness. We used a participatory approach, and with frontline staff created an Opportunity Book that contains tips and suggestions to improve translation services.
The Studio bolstered the City’s capacity with the following efforts:
1. We held a 3-hour Civic Design Forum event with 50+ City Agency staff to build awareness and advocacy for community-centered translation alongside community advocates who serve a variety of communities whose second language is English. This forum was planned and facilitated in partnership with the Mayor’s Office of Immigrant Affairs, The Coalition for Asian American Children + Families Steering Committee, and the Mayor’s Office of Technology and Innovation.
2. We co-designed an Opportunities Book, which includes a variety of low, medium, and high-touch strategies that City Agencies, Community-Based Organizations, and residents can take to improve and make communications more community-centered.
Feedback from Forum Attendees:
- “I love these events — they are informative, interactive, the pacing is perfect, and they make complex topics fun to strategize on and produce lasting impacts.”
- “Cannot wait for the shared ideas/templates that will come out of this day, it was outstanding!”
- “The panel was great: there was a variety of voices and moderation was excellent. I can’t wait for more panels at the next event!”
🎨 Visual Design Project Spotlight: Journey Map of Service Navigation Center for Asylum Seekers
Partners: NYC Mayor’s Office of Immigrant Affairs (MOIA)
- The Mayor’s Office of Immigrant Affairs (MOIA) approached the Studio to create a journey map that details the experiences of an asylum seeker navigating city services.
- The Studio worked with the MOIA to create a journey map, detailing the experiences of an asylum seeker at the now-closed Asylum Resource Navigation Center. The Navigation Center was a central hub where asylum seekers received city and nonprofit-managed services — usually within 30 days of arrival to NYC.
- The goal of this initiative was to document common problems and challenges unique to the asylee population. This visual tool will be used to spark discussion at other agencies and organizations providing support to asylum seekers.
How the visual tool was used
- Two personas were developed to reflect common challenges faced by the Asylum Seeker population.
- Two journey maps were made to document learnings from the Navigation Center.
- The Studio produced a tutorial video, explaining how to read the journey map and the considerations the map unveils. This video was shared so other agencies viewing the map could understand and spark discussion around improving the service experience for asylum seekers.
How the tool was made
- The Studio and MOIA met over several sessions to (1) broadly analyze the landscape of the asylums' seeker support system, and (2) craft personas that reflect common experiences within the asylum seeker population.
- To develop the map, the Studio conducted journey mapping workshops with on-the-ground staff (Case Managers and Assistants) who worked at the Navigation Center.
🎨 Visual Design Project Spotlight: Office of Community Mental Health (OCMH) Crisis Response System Map
Partners: NYC Mayor’s Office of Community Mental Health (OCMH)
The Mayor’s Office of Community Mental Health (OCMH) partnered with the Studio to develop a visual depiction of New York City’s current mental health crisis support system. The Studio met with OCMH to map out the content to produce an updated organization chart. Four additional personas were crafted to highlight how community members currently navigate the current crisis system.
How the visual tool was used
- The Studio developed an organization chart, which highlights the hierarchy and accessibility of mental health crisis programs in the City. This map was used in a presentation to the Deputy Mayor of Health and Human Services, Anne Williams-Isom, to brief the Deputy Mayor on the current state of the mental health crisis system in NYC.
- The inclusion of personas documented how New Yorkers commonly navigate this system and how they are commonly diverted to particular programs.
How the tool was made
- The Studio met with OCMH over several in-person design sessions to (1) define the landscape of available mental health crises programming, and (2) craft personas that reflected common experiences navigating this system.
🎨 Visual Design Project Spotlight: Programs & Evaluations Logic Model Design
Interagency Partner: NYCO Programs & Evaluations Team
NYC Opportunity’s Programs & Evaluations team (P&E) reached out to the Studio for design support. The goal was to redesign their logic model to be more visually appealing.
How the visual tool was used
A guide (to show how a logic model is used) and a template (for the team to use and share with partners) were made. Small graphics like post-its and two icons were also produced.
How the tool was made
- The logic model was made using Google Slides to make it easier for the P&E team to make changes without needing design assistance.
- Small icons were made using Adobe Illustrator
🎨 Visual Design Project Spotlight: Graphics for Equity NYC
Interagency Partners: NYCO EquityNYC Team
The Studio supported the NYC Opportunity’s Equity team (“EquityNYC”) by creating a carousel and images for their website. These images highlighted the important data available on the EquityNYC site, including Mapping Equity — a geographic depiction of equity issues across New York City.
How the visual tool was used
- Several new graphics were produced for social media and NYC.gov homepages, including the NYC Opportunity homepage.
How the tool was made
- Graphics were made using Adobe Illustrator and Photoshop, other images were gathered from the EquityNYC site.
🎨 Visual Design Project Spotlight: NYCBenefits Coordinating Committee System Maps
Partners: Committee members include individuals from City Agencies, CBO’s and Philanthropic groups who work within the public benefit ecosystem.
NYC Benefits is a multi-pillar initiative that aims to improve benefits access and uptake by addressing persistent challenges and exploring bold ideas for systems change.
How the visual tool was used
The Studio developed three system maps to visualize the number of initiatives that currently exist to address persistent paint points residents and administrators experience within three areas of the benefits system:
- Policy
- Resident Experience
- Administrator Experience
Method: How the tool was made
The system map was made by surveying 40+ members of the coordinating committee on the current initiatives they are aware of. We then designed a map that outlined the current and upcoming initiatives that the committee identified. We wanted the map to be easy to read while making sure it contained the pertinent information.
✊ Participatory Project Spotlight: Dept. of Youth & Community Development (DYCD) Cornerstone Mentoring Program
Partners: Department for Youth and Community Development (DYCD), Young Men’s Initiative (YMI), Mayor’s Office for Economic Opportunity’s Programs & Evaluations team (P&E)
The Department of Youth and Community Development (DYCD) Mentoring Program provides funding and support to existing middle and high school afterschool programs to offer group mentoring for their participants. Throughout the school year, youth participate in a range of recreational, service-oriented, and personal development activities, building positive relationships with their peers and their mentor in the process.
Project Goal
How might we include the voices of on-the-ground service providers when considering how a program could be improved ahead of an RFP process?
Major Milestones
- Successful incorporation of the ideas of frontline staff in the development of their program’s concept paper ahead of a new RFP process.
- Brainstorming concepts that could affect hundreds of New York City youth.
✊ Participatory Project Spotlight: Public Design Commission Mission Ideation Session
Partners: NYC Public Design Commission (PDC)
As New York City’s design review agency, the Public Design Commission (PDC) has jurisdiction over permanent structures, landscape architecture, and art proposed on or over City-owned property. The PDC is responsible for reviewing permanent structures, landscape architecture, and art proposed on or over City-owned property. PDC approached the Studio for support in facilitating a Commissioner retreat to discuss the agency’s design review process and mission.
Project Goal
How might we support PDC in defining how they evaluate projects?
Major Milestones:
- The Studio facilitated an activity at the PDC Commissioner’s retreat: The commissioners were asked to define values that govern how they review projects in their own words to find shared language.
- Because of the Studio’s focus on social services, we do not commonly partner on projects with teams like PDC. Our team was happy to work briefly within the urban design and public art space and meet the PDC team and board members.
✊ Participatory Project Spotlight: Community Board 12
Partners: Manhattan Community Board 12
The Studio was approached by Community Board 12 in Manhattan for support in engaging with more residents and simultaneously retaining their interest. The goal of the project was to support Community Board 12 in identifying tools, practices, and activities to keep community members engaged in CB12 initiatives.
Project Goal
How might we support Community Board 12 in creating sustainable community engagement strategies?
Major Milestones:
- Learning more about New York City Community Boards and how they operate.
- Connecting with residents in the Washington Heights community.
- Delivering a project overview and potential prototypes to the community board.
✊ Participatory Project Spotlight: Social Service Innovation Center + Office of Supportive Housing: Journey Map Workshop
Partners: Office of Business Process Innovation (BPI), Office of Supporting and Affordable Housing Services, Housing Specialists (OSAHS), 3x3
Housing Specialists, who directly support individuals living in shelter, from across 12 different shelter sites were invited to participate in the journey map workshop. The workshop utilized a journey map staging process to shape and frame a critical discussion around the current referral processes for individuals living in shelters into supportive housing funded apartments.
Project Goal
How might we understand the journey of individuals living in shelters, seeking permanent housing?
Major Milestones:
- The workshop unveiled many of the pain points shelter residents and the staff who support them experience when trying to navigate the supportive housing system.
- A cross-department meeting was held to highlight good practices, pain points, and opportunities to improve the client experience.
✊ Participatory Project Spotlight: ‘Listening and Feedback Tour’ Peer & Community Health Worker Engagement Initiative
Partners: NYC Mayor’s Office of Community Mental Health (OCMH)
In January 2023, the Mayor’s Office of Community Mental Health (OCMH) launched an interagency committee with 15+ agencies. The committee’s goal is to amplify the voices and experiences of Peers and Community Health Workers (CHWs) who serve as a vital part of the community-centered mental health workforce. The committee worked over several months to develop recommendations for the City and organizational stakeholders to implement, with the goal of sustaining and improving the workforce of Peers and CHW’s.
Project Goal
How might we listen and learn from the non-clinical mental health workforce (peers & community health workers) about their experiences, and opportunities for improvement?
Major Milestones:
- The Studio led and designed a ‘Listening and Feedback’ tour to directly hear from Peers and Community Health Workers on their experiences in the role; and to learn about opportunities for improvement, increased support, and career planning
- 15 Listening and Feedback sessions hosted
- 80+ Peer Workers engaged
- 50+ Community Health Workers engaged
- 2 validation sessions were held with Peers and Community Health Workers. From these sessions, 40+ Peers and 30+ CHW’s had a chance to rank issue areas for the City to prioritize.
- In 2024, OCMH will collaborate with agency partners, and begin carrying out the recommendations that came out of this work
✊ Participatory Project Spotlight: Designed by Community (2023, Cohort #2)
Partners: Phipps Neighborhood
The Designed by Community (DxC) Program is a community-led approach to designing community-based services: the Studio works with one community-based organization to hire 6 community fellows (residents who have lived experience) who design and develop hyper-localized solutions for their neighborhood using the Service Design methodology.
In 2023, the Studio partnered with nonprofit community-based organization Phipps Neighborhoods to increase digital access in the Bronx. Digital Access is the idea that all people should be connected equally with technology and digital resources, especially those who have been historically under-resourced.
Project Goal
How might we increase digital access to residents in the Bronx who cannot access digital tools regularly?
Major Milestones:
- 75+ Bronx residents engaged through surveys, interviews, and focus groups. This was an intergenerational engagement identifying youth, adults, and elders in the Bronx.
- Established 10+ Bronx-based community partners who engaged in outreach and community research efforts, partners included Lehman College, GROW NYC Farmers Market, Bronx River Art Center, local food pantries, etc.
- Developed 1 comprehensive implementation plan co-designed by the Fellows and informed by community research for Phipps Neighborhoods to operationalize.
✊ Participatory Project Spotlight: The Community Compensation Fund
Partners: Ideas42, The Mayor’s Office for Economic Opportunity (NYCO), The Institute for State and Local Governance (ISLG) at the City University of New York (CUNY)
The Community Compensation Fund (CCF) pilot offers cash gift cards (physical or digital) to City Agency partners to engage and compensate residents for participating in activities that improve the City’s work.
Project Goal
How might we connect city agencies with residents who have valuable knowledge and experiences about their city and its programs?
Major Milestones:
- 17 unique projects were supported across 6 agencies
- 242 residents engaged in participatory activities and were compensated
- CCF funding reached 6 impact areas: civic engagement, small business ownership, workforce development, youth development, benefits access, and mental health access.
- 23 independent contractors have been employed, across 2 unique independent contracting opportunities.
✊ Participatory Project Spotlight: Community Justice Reentry Network (CJRN) Participatory Contract Review
Partners: Mayors Office of Criminal Justice (MOCJ), Community Justice Reentry Network (CJRN).
NYC Opportunity approached the Mayor’s Office of Criminal Justice (MOCJ) with the idea of conducting a participatory program review with contracted organizations at the midpoint of a contract. The project aimed to understand the support and training needs of the front-line navigator staff who support returning citizens in their journey back to the community and lives. Contact language was updated to contractually cement strategies for additional support, time, and capacity for staff to upskill and self-care opportunities.
Project Goal
How might we learn from frontline staff about their experiences in order to improve future contracts?
Major Milestones:
- 25+ interviews with frontline staff and directors
- 35+ attendees to find consensus
- 1 set of updated contract revisions
- A report of supplemental recommendations that emerged from the community research
- NYC Opportunity will fund additional mental health/wellness consultations for all CJRN provider staff
😎 2023 Fellow: Victor Martinez
Visual Design Fellow
Milestones and Growth
- Visual Design Fellow who supports the Studio and NYCO with a wide variety of graphic design requests.
- Contributed to the following projects as a key Graphic Designer: No Wrong Door, CJRN Participatory Contract Review, Community Compensation Fund, CB12 Community Engagement, MOIA Journey Mapping Workshop, Civic Design Forum — Language Access series, and NYC Benefits.
😎 2023 Fellow: Cris Martinez
Design Fellow
Milestones and Growth
- Design Research Fellow who supported the Studio and NYCO in a wide variety of coordination, facilitation, and program design requests.
- Contributed to the following projects: Designed by Community 2023, No Wrong Door, NYCO CUNY Fellowship, PINCC Journey Mapping Workshop, and the MOIA Journey Mapping Workshop.
- In the summer of 2023, Cris transitioned to the Strategy and Operations team at NYC Opportunity.
😎2023 Fellow: Awwab Siddiqui
Summer Design Research Fellow
Milestones and Growth
- Awwab supported the Studio and the Program and Evaluations Team (P&E) with primary and secondary research tasks.
- Contributed to the following projects as a research Fellow: OCMH Committee Community Engagement Work, NYCBenefits and CB12 Community Engagement.
- Led a workshop on The Art of Asking Good Questions to provide an overview of methods and best practices for writing research goals and questions to the NYCO staff.
🗺️ 2023 Visitors!
Slavo Oslej
Digital Product Manager at the Innovation Team of the City of Bratislava
Welcome to NYC, Slavo!
- Visiting from the City of Bratislava in Slovakia Oslej, Slavo spent 2 days with the Studio to learn more about our values, methods, and offerings! Previously, Slavo, and the innovation team in Bratislava, learned about the Studio’s Tools & Tactics.
- The Studio was delighted to spend time with another Designer who seeks to work closely with the people who use and administer public services to improve them. The teams exchanged a lot of great learnings and ideas. The Studio is proud to be a part of a growing international community of civic designers!
