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Capturing E-Plan’s Workflow

The Approach

The Opportunity

There was no diagram that existed capturing the existing workflow, so it was incumbent upon our team to draft a working illustration which we could reference and leverage, illustrating user type, choices and processes.

I was asked to rethink how applying for Permitting online could work for the City of Los Angeles, saving citizens and City Staff valuable time and millions in expenditures by recommending a more streamlined workflow.


Lessons Learned

The UX Process

  1. Complex system sometimes rely on multiple databases to provide results. Mapping these origins is key to success.

  2. Communicating with different agencies can give you different dependencies (legal matters and/or intents). Mapping these origins and intents is also very helpful.

I conducted a thorough set of interviews with existing developers, stakeholders and managers (who maintained the existing system) to document the illustration above. It was key to helping everyone propose ideas for an improved system, once design could take place.

Final Thoughts

The LADBS (as of 2018) decided to use an Enterprise solution which allowed for light modifications and some configuration, due to need to provide a newer system more quickly to the public. The diagram above can be revisited if the City of Los Angeles ever decides to build something more custom as Development and Planning needs grow.