UX / UI Designer
Service architecture, responsive interface direction, navigation, and civic page systems.
Public sector
DurhamRegion
A civic UX/UI redesign for myDurham 311, focused on clearer service discovery, payment paths, responsive behavior, and resident-first navigation.
311 services
Help residents submit requests, find alerts, make payments, and track service status faster.
Findability first
Make the most common municipal tasks visible before users need to search.
Turn a civic portal into a calmer service gateway.
Durham residents needed a clearer way to reach high-demand services without parsing a heavy government website.
I reorganized priority actions around resident intent.
The work focused on homepage hierarchy, service request entry points, payment paths, mobile behavior, and reusable UI patterns.
Before and after
A calmer way into civic services.
The redesign shifted the page from a search-heavy municipal landing page into a resident task hub with three obvious starting points.
The earlier homepage relied heavily on one search bar and separated key actions across the page.
Submit, track, and pay are elevated as direct entry points before secondary service content appears.
Information architecture
Navigation mapped around resident intent.
The sitemap clarified how broad civic categories could connect to high-demand request paths without making users understand internal departments first.
High-frequency categories like transit, water, garbage, and regional inquiries sit behind a clearer service request model.
Put resident tasks before organization structure.
The interface stays civic, practical, and direct so residents can complete the task even when they arrive under pressure.
Use accessible contrast and large, readable action targets.
The interface stays civic, practical, and direct so residents can complete the task even when they arrive under pressure.
Keep service status, alerts, and payment paths easy to recover.
The interface stays civic, practical, and direct so residents can complete the task even when they arrive under pressure.
Make responsive behavior feel like the same civic product, not a separate mobile site.
The interface stays civic, practical, and direct so residents can complete the task even when they arrive under pressure.
Service journeys
Core paths became easier to scan.
The page system treats requests, tracking, and payment as sibling journeys, each with a direct entry point and supporting explanation.
Residents can scan alerts, requests, and topic cards before committing to search or a deeper navigation path.
The track-request screen explains the service lifecycle and keeps reference search close to the result area.
Water, tickets, permits, and waste payments are presented as direct choices with scannable descriptions.
Responsive system
Same civic product, smaller canvas.
Mobile and compact desktop states preserved the same service hierarchy, reducing the chance that residents would lose their place between devices.
Design system
UI parts were treated as civic infrastructure.
Buttons, nav states, footer patterns, and service modules were organized so the portal could scale without each new page becoming a custom layout problem.
Outcome
A public service experience that feels easier to trust.
The Durham Region work brings hierarchy, accessibility, responsive consistency, and task-first navigation into one calmer 311 experience.