The Office of Police Oversight is a new city office made possible by a new police contract negotiated in November of 2018. This office is the first civilian office in Austin's history. The office's goal is to improve, through monitoring and transparency, the relationship between the residents of Austin and the Austin Police department.
One of the first goals of the office was to change the process by which residents could give feedback about their interactions with the police force. Our office was tasked with creating an online feedback form – the first of it's kind in Austin–that residents could use either anonymously or not. The online aspect was in and of itself a leap - previously residents had to fill out a form describing what happened, along with a notarized affidavit.
Obviously, this requirement was not one that made it easy for less affluent or marginalized and at-risk residents. There was no option for anonymity. In fact, historically, the majority of complaints filed were by white women.
Requirements were largely driven by subject matter experts within the city of Austin, community organizations, and research done previously by our Service Design Lab team.
Hard requirements were creating a complaint and thank you form, in both english and spanish.
I'm part of a cross-disciplinary team that consists of:
• 3-5 content strategists
• UX designer (myself)
• Visual designer
• 3-5 developers