Bloom Housing
Led the ideation and pilot for DAHLIA, the affordable housing platform for San Francisco
Client:
SF Mayor's Office of Housing and Community Development
Role:
Design lead
Skills:
User research, Co-design, Accessibility testing, Prototyping, Front end development
Bloom Housing
Led the ideation and pilot for DAHLIA, the affordable housing platform for San Francisco
Client:
SF Mayor's Office of Housing and Community Development
Role:
Design lead
Skills:
User research, Co-design, Accessibility testing, Prototyping, Front end development
Bloom Housing
Led the ideation and pilot for DAHLIA, the affordable housing platform for San Francisco
Client:
SF Mayor's Office of Housing and Community Development
Role:
Design lead
Skills:
User research, Co-design, Accessibility testing, Prototyping, Front end development
Problem
Before we started our work, there was no clear path to begin a search for affordable housing in the Bay Area. Disparate policies, layered programs, and historical inequities make the landscape hard to understand. Affordable housing developers seek subsidies to offset the costs of production. This often includes various funding sources from local, state and federal government. This results in regulated affordable housing with complex compliance requirements.
Assistance was offered by a of number agencies and organizations, meaning there was no single starting point for finding affordable housing. People relied on word-of-mouth, community organizations, advertisements, and email alerts but listings quickly become stale.
Problem
Before we started our work, there was no clear path to begin a search for affordable housing in the Bay Area. Disparate policies, layered programs, and historical inequities make the landscape hard to understand. Affordable housing developers seek subsidies to offset the costs of production. This often includes various funding sources from local, state and federal government. This results in regulated affordable housing with complex compliance requirements.
Assistance was offered by a of number agencies and organizations, meaning there was no single starting point for finding affordable housing. People relied on word-of-mouth, community organizations, advertisements, and email alerts but listings quickly become stale.
Problem
Before we started our work, there was no clear path to begin a search for affordable housing in the Bay Area. Disparate policies, layered programs, and historical inequities make the landscape hard to understand. Affordable housing developers seek subsidies to offset the costs of production. This often includes various funding sources from local, state and federal government. This results in regulated affordable housing with complex compliance requirements.
Assistance was offered by a of number agencies and organizations, meaning there was no single starting point for finding affordable housing. People relied on word-of-mouth, community organizations, advertisements, and email alerts but listings quickly become stale.
Approach
We began our work in affordable housing by partnering with San Francisco’s Mayor’s Office of Housing and Community Development to create “DAHLIA” (Directory of Affordable Housing, Listings, Information, and Applications) — the region’s first digital affordable housing portal.
We used modern agile processed to create a centralize source of truth for all affordable housing in the county. Through partnership with Google.org and local community partners including LightHouse for the Blind, we committed to piloting and iterating on developing solutions that would simplify the experience for residents and city staff do more in less time by streamlining processes.
Approach
We began our work in affordable housing by partnering with San Francisco’s Mayor’s Office of Housing and Community Development to create “DAHLIA” (Directory of Affordable Housing, Listings, Information, and Applications) — the region’s first digital affordable housing portal.
We used modern agile processed to create a centralize source of truth for all affordable housing in the county. Through partnership with Google.org and local community partners including LightHouse for the Blind, we committed to piloting and iterating on developing solutions that would simplify the experience for residents and city staff do more in less time by streamlining processes.
Approach
We began our work in affordable housing by partnering with San Francisco’s Mayor’s Office of Housing and Community Development to create “DAHLIA” (Directory of Affordable Housing, Listings, Information, and Applications) — the region’s first digital affordable housing portal.
We used modern agile processed to create a centralize source of truth for all affordable housing in the county. Through partnership with Google.org and local community partners including LightHouse for the Blind, we committed to piloting and iterating on developing solutions that would simplify the experience for residents and city staff do more in less time by streamlining processes.
Outcome
Leading design delivery, I worked internal and external partners to deliver measurable benefits to home seekers, developers and city staffL
Centralized online listing resource to search for housing opportunities
Simplified common application, focus on lowering barriers and minimizing errors
Clear application status and notification system offering transparency
Outcome
Leading design delivery, I worked internal and external partners to deliver measurable benefits to home seekers, developers and city staffL
Centralized online listing resource to search for housing opportunities
Simplified common application, focus on lowering barriers and minimizing errors
Clear application status and notification system offering transparency
Outcome
Leading design delivery, I worked internal and external partners to deliver measurable benefits to home seekers, developers and city staffL
Centralized online listing resource to search for housing opportunities
Simplified common application, focus on lowering barriers and minimizing errors
Clear application status and notification system offering transparency
Process
Community outreach and co-design
We were fortunate enough to have access to a wide variety of stakeholders including a number of community based organization representing a wide range of users with a diverse set of needs. We were able to leverage these stakeholders to participate in a number or early research activities including surveys, interviews, observational studies and workshops.
I conducted early co-design sessions to ground our approach in lived experience. I used these early sessions define focus areas. ideate on concepts and validate assumptions as we moved forward. These early meetings involved city staff, technology experts, diverse community organizations and past housing applicants.
As we moved out of ideation and into our early pilot, we committed to a regular cadence of usability testing and feedback to inform product and design decisions. This involved weekly meetings with the core team, bi-weekly on-site usability testing and monthly steering committee demos. This allowed us to remain nimble and respond to feedback as we were getting it.
Process
Community outreach and co-design
We were fortunate enough to have access to a wide variety of stakeholders including a number of community based organization representing a wide range of users with a diverse set of needs. We were able to leverage these stakeholders to participate in a number or early research activities including surveys, interviews, observational studies and workshops.
I conducted early co-design sessions to ground our approach in lived experience. I used these early sessions define focus areas. ideate on concepts and validate assumptions as we moved forward. These early meetings involved city staff, technology experts, diverse community organizations and past housing applicants.
As we moved out of ideation and into our early pilot, we committed to a regular cadence of usability testing and feedback to inform product and design decisions. This involved weekly meetings with the core team, bi-weekly on-site usability testing and monthly steering committee demos. This allowed us to remain nimble and respond to feedback as we were getting it.
Process
Community outreach and co-design
We were fortunate enough to have access to a wide variety of stakeholders including a number of community based organization representing a wide range of users with a diverse set of needs. We were able to leverage these stakeholders to participate in a number or early research activities including surveys, interviews, observational studies and workshops.
I conducted early co-design sessions to ground our approach in lived experience. I used these early sessions define focus areas. ideate on concepts and validate assumptions as we moved forward. These early meetings involved city staff, technology experts, diverse community organizations and past housing applicants.
As we moved out of ideation and into our early pilot, we committed to a regular cadence of usability testing and feedback to inform product and design decisions. This involved weekly meetings with the core team, bi-weekly on-site usability testing and monthly steering committee demos. This allowed us to remain nimble and respond to feedback as we were getting it.
Centralized source of truth
For our initial pilot, we found we would provide the most value by starting with a centralized resource for finding housing opportunities. Through research we started with a subset of developers who were willing to start using the new system and had the capacity to participate.
We started with simplifying eligibility requirements so residents could begin to self select units based on what they qualified for. While previous efforts at listing affordable housing had focused solely on income requirements, we heard consistently in our research home seekers desired an emphasis on amenities and desirability, including neighborhood and pet policy.
For the listing format, we emphasized legibility and clear calls to action. We used context hierarchy to organize information calling out key details including, pricing, bedroom sizes, availability and special programs.
Centralized source of truth
For our initial pilot, we found we would provide the most value by starting with a centralized resource for finding housing opportunities. Through research we started with a subset of developers who were willing to start using the new system and had the capacity to participate.
We started with simplifying eligibility requirements so residents could begin to self select units based on what they qualified for. While previous efforts at listing affordable housing had focused solely on income requirements, we heard consistently in our research home seekers desired an emphasis on amenities and desirability, including neighborhood and pet policy.
For the listing format, we emphasized legibility and clear calls to action. We used context hierarchy to organize information calling out key details including, pricing, bedroom sizes, availability and special programs.
Centralized source of truth
For our initial pilot, we found we would provide the most value by starting with a centralized resource for finding housing opportunities. Through research we started with a subset of developers who were willing to start using the new system and had the capacity to participate.
We started with simplifying eligibility requirements so residents could begin to self select units based on what they qualified for. While previous efforts at listing affordable housing had focused solely on income requirements, we heard consistently in our research home seekers desired an emphasis on amenities and desirability, including neighborhood and pet policy.
For the listing format, we emphasized legibility and clear calls to action. We used context hierarchy to organize information calling out key details including, pricing, bedroom sizes, availability and special programs.
Common application for everyone
For the application process, we found through testing with users and discussions with stakeholders that it would be best for us to reduce an hours long application process down to a short-form process that could be completed in a few minutes. The purpose of this pre-application would be to enter residents into a lottery process, which ony after being selected would require additional household and income information.
Through iteration we produced an application format which would break a complex process down into a set of simple steps, allowing applicants to save their progress as they went. We focused on using natural conversational language to help people understand complicated policies.
We also also identified and removed a number of barriers that were keeping some people from being able to complete the process. We were able to eliminate the need for a social security number allowing a greater number of people to apply. We also decided to make accounts optional allowing people to apply without having to create and manage a password.
Common application for everyone
For the application process, we found through testing with users and discussions with stakeholders that it would be best for us to reduce an hours long application process down to a short-form process that could be completed in a few minutes. The purpose of this pre-application would be to enter residents into a lottery process, which ony after being selected would require additional household and income information.
Through iteration we produced an application format which would break a complex process down into a set of simple steps, allowing applicants to save their progress as they went. We focused on using natural conversational language to help people understand complicated policies.
We also also identified and removed a number of barriers that were keeping some people from being able to complete the process. We were able to eliminate the need for a social security number allowing a greater number of people to apply. We also decided to make accounts optional allowing people to apply without having to create and manage a password.
Common application for everyone
For the application process, we found through testing with users and discussions with stakeholders that it would be best for us to reduce an hours long application process down to a short-form process that could be completed in a few minutes. The purpose of this pre-application would be to enter residents into a lottery process, which ony after being selected would require additional household and income information.
Through iteration we produced an application format which would break a complex process down into a set of simple steps, allowing applicants to save their progress as they went. We focused on using natural conversational language to help people understand complicated policies.
We also also identified and removed a number of barriers that were keeping some people from being able to complete the process. We were able to eliminate the need for a social security number allowing a greater number of people to apply. We also decided to make accounts optional allowing people to apply without having to create and manage a password.
Transparent status and communication
Once listings were identified and applications were submitted, the last step of the process was ongoing visibility into next steps. This started with easy wins including confirmation numbers and emails for all submissions.
Initial user accounts were designed to allow users to save progress of applications. Once an applicant had submitted an application, they would then be able to use previously submitted information to auto fill future applications.
It took some time, but eventually we were able to support lottery results within user accounts. This allowed users to check the status of their application and what their placement was within the lottery. This provided them with an indication of when they would be contacted as applications were reviewed.
Transparent status and communication
Once listings were identified and applications were submitted, the last step of the process was ongoing visibility into next steps. This started with easy wins including confirmation numbers and emails for all submissions.
Initial user accounts were designed to allow users to save progress of applications. Once an applicant had submitted an application, they would then be able to use previously submitted information to auto fill future applications.
It took some time, but eventually we were able to support lottery results within user accounts. This allowed users to check the status of their application and what their placement was within the lottery. This provided them with an indication of when they would be contacted as applications were reviewed.
Transparent status and communication
Once listings were identified and applications were submitted, the last step of the process was ongoing visibility into next steps. This started with easy wins including confirmation numbers and emails for all submissions.
Initial user accounts were designed to allow users to save progress of applications. Once an applicant had submitted an application, they would then be able to use previously submitted information to auto fill future applications.
It took some time, but eventually we were able to support lottery results within user accounts. This allowed users to check the status of their application and what their placement was within the lottery. This provided them with an indication of when they would be contacted as applications were reviewed.
Consistent and accessible
With the release of DAHLIA, we had the opportunity to bring together a set of styles that had been developing across the city and county for a number of years into a unified style language. As we developed the product, we made our style guide and early design system public so that other city projects could use it.
We partnered with LightHouse for the Blind in San Francisco to test and validate what we were building to ensure it was accessible. We worked with experts and a range of people with lived experience to run compatibility and usability tests during over the course of design and development.
While that early style guide would be retired, as SF Digital Services grew, it served as an early example of how a shared design system could promote a trustworthy and accessible experience for residents seeking access to critical services.
Consistent and accessible
With the release of DAHLIA, we had the opportunity to bring together a set of styles that had been developing across the city and county for a number of years into a unified style language. As we developed the product, we made our style guide and early design system public so that other city projects could use it.
We partnered with LightHouse for the Blind in San Francisco to test and validate what we were building to ensure it was accessible. We worked with experts and a range of people with lived experience to run compatibility and usability tests during over the course of design and development.
While that early style guide would be retired, as SF Digital Services grew, it served as an early example of how a shared design system could promote a trustworthy and accessible experience for residents seeking access to critical services.
Consistent and accessible
With the release of DAHLIA, we had the opportunity to bring together a set of styles that had been developing across the city and county for a number of years into a unified style language. As we developed the product, we made our style guide and early design system public so that other city projects could use it.
We partnered with LightHouse for the Blind in San Francisco to test and validate what we were building to ensure it was accessible. We worked with experts and a range of people with lived experience to run compatibility and usability tests during over the course of design and development.
While that early style guide would be retired, as SF Digital Services grew, it served as an early example of how a shared design system could promote a trustworthy and accessible experience for residents seeking access to critical services.
Key takeaways
Bloom, is a public sector product, that should serve everyone equitably, and must be compliant with government regulations. By balancing accessibility, security and legal compliance, we were able to create a product that is well positioned to serve a wide range of communities and local governments. I am proud of everything our team was able to accomplish and am hopeful that additional states will be able to adopt and customize the platform in the future.
Key takeaways
Bloom, is a public sector product, that should serve everyone equitably, and must be compliant with government regulations. By balancing accessibility, security and legal compliance, we were able to create a product that is well positioned to serve a wide range of communities and local governments. I am proud of everything our team was able to accomplish and am hopeful that additional states will be able to adopt and customize the platform in the future.
Key takeaways
Bloom, is a public sector product, that should serve everyone equitably, and must be compliant with government regulations. By balancing accessibility, security and legal compliance, we were able to create a product that is well positioned to serve a wide range of communities and local governments. I am proud of everything our team was able to accomplish and am hopeful that additional states will be able to adopt and customize the platform in the future.