Current Project:

Competitiveness on the Gulf Coast

Hypothesis: If we improve the transparency, speed, and image of our services for new construction, renovations, and business start-ups, then we will see a growth in population through an increased competitiveness on the Gulf Coast.

Objectives: In our research, we aim to better understand the needs, desires, perceptions, and experiences of developers in Mobile, from beginner to expert. Simultaneously, we will be seeking correlation between our customers' frustrations and the city's relevant communications, processes, and touchpoints.

Preliminary Research: Our team conducted twenty six internal research meetings & thirteen inspector ride-alongs (resulting in 96 data point), and took steps to lay a foundation for further research and initiatives moving forward. We built relationships with many city employee’s from front-line inspectors to the leadership team and consolidated several relevant city structures into a new department called Build Mobile.

Process Mapping: Furthering our understanding of the system as-is, we conducted 3 workshops comprehensibly mapping the process for developing in Mobile, as well as, several follow up meetings to share/refine our process map. To date we are on the eighth iteration of the map.

Qualitative User Research: With a solid understanding of how the system works, we were able to formulate a plan to strategically engage our customers. We interviewed a broad range of people who use our business and building services. Currenty we have conducted and transcribed 25 user interviews resulting in 462 data points. To ensure we were capturing our extremes, we de ned key characteristics from our interviewed users, and mapped them on relativity scales. This illuminated 6 sectors that our initial outreach had not captured: Engineers, DIY Business Owners, DIY Homeowners, West Mobile Businesses, West Mobile Homeowners, Non-Tech-Savvy Users, and builders with experience in places other than Mobile. We are currently seeking and scheduling interviews to ll these gaps.


Blight

OBJECTIVE

Reduce the reach of blight from 25% to 20% by 2017 and restore more than $15 million in real estate equity to home owners.


Revitalization eBook

Revitalization efforts needs wind in their sails in order to be successful. In Mobile, the first step in that process began with telling the colorful history of the numerous neighborhoods that make up the city. Telling the story of the vibrant past of each neighborhood helps lay a foundational vision for the future of revitalized Mobile. We dug through city archives and spoke to local historians to capture the stories of each of Mobile's 99 neighborhoods, resulting in a spellbinding digital deliverable that can be shared throughout the city for years to come.

Explore the eBook