The Problem
Anyone who got married in the City of New York prior to the mid 2000’s knows how complicated the procedure was. It involved multiple trips to the City Clerk’s less-than-inviting offices; forms that needed to be picked up, notarized, and dropped off all in separate locations; and issues with knowing the required procedure, language, and other accessibility options. Our department was tasked with making the whole experience easier, and an enjoyable experience fitting couples’ special day.
The Process
We did extensive research into the current process, including shadowing the clerks themselves, checking out all touchpoints of the current flow, and speaking to people who had actually been through it. A collaborative team of members of the City Clerk’s Office, interaction designers, and user experience designers came up with the ideal flow, from beginning to end. We looked at not only how to create a workable digital experience, but what the needs where for changes to the actual physical space.
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The Product
The current experience can be seen by anybody applying for wedding licenses, domestic partnerships, and other processes handled by the Clerk’s Office. The new space is airy and inviting, dotted with kiosks running a modified version of the online application system (there’s also a third version of the software the the Clerks themselves can use to help people with disabilities who can’t fill out the forms themselves). There’s even a new ticketing system for when people apply in person. Anybody who’s experienced both the old and new processes can attest for how much more straightforward and simply pleasant the new way is.
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