Project Overview
My Role
UX Researcher
Conducted 3 rounds of usability testing, each informing future iterations of the program development. Advocated for (and got!) community partner participation in the studies to include perspectives of renters who don't speak English.
Team
Senior UX Researcher
UX Practice Manager
Director of UX Design
Accessibility Specialist
Context
Seven month long project going through three iterations of the City of Seattle's EDRA program design and three rounds of usability testing.
Timeline
May 2022 - October 2022
The Problem
The City of Seattle passed an ordinance in fall 2021 that created the Economic Displacement Relocation Assistance (EDRA) program, designed to help low income renters who are priced out of housing to access relocation funds paid for by their landlords. This program had to be created from scratch to follow all the legal requirements the city came up with, and also needed to be understandable and accessible for low income renters.
The Methods
Planned, conducted, analyzed three rounds of usability testing with low income renters and community partners who work with immigrants who don't speak English. Created each round of testing's report through including analysis of data and recommendations made in collaboration with cross-functional team members. Iteration changes informed future usability testing goals.
The Solution & Results
Through multiple rounds of testing, we refined the EDRA program's language to address both the legal nuances of the ordinance and better align with tenant expectations through simplifying jargon and using diagrams (like the one in the picture above). We also developed streamlined paper and digital applications that required tenants to provide only the essential information specified by the ordinance.
The program has been a success, with renters in the city receiving around $300,000 of relocation assistance through this program since January 2024. (Source)
