UX Research
Service Design
Civic Tech
Accessibility
Public Booking System
Designing for access, clarity, and equity in public space booking across San Francisco
PROJECT OVERVIEW
The San Francisco Recreation and Parks Department (SFRPD) manages a wide range of public spaces, processing approximately 70,000 reservations annually for parks, athletic fields, picnic areas, and event venues. However, the existing reservation experience was fragmented across multiple disconnected platforms, with unclear procedures and a heavy reliance on manual staff intervention.
My Role
Product Designer
Project Manager
Duration
Ongoing
Capstone Project
Jan - Aug 2025
Tool
Dovetail
Figma
Miro
Skills
Journey Mapping
Concept Ideation
Systems Mapping
Service Blueprinting
Cross-functional Collaboration
Workshop Facilitation
Stakeholder Alignment
Collaborating Within Constraints
Team
collaborative research
1 Engineer
3 Product Designers
Project background
San Francisco’s Recreation Department manages
70,000+ reservations a year across hundreds of parks and facilities
SFRPD manages a vast network of parks and public spaces used for everything from sports and picnics to weddings and film shoots.
With multiple reservation systems and support channels, the experience can be complex. We began by mapping the reservation ecosystem to uncover key pain points for both park-goers and staff.
Annual Reservations
Acres of Open Space
Parks
Recreation Centers
Our Challenge & Real-world constraint
How might we improve the public’s reservation experience
while reducing service delivery costs for SFRPD?
Shifting Priorities Between Departments
Budget and Policy Constraints
Complex Stakeholder Dynamics
Slow Approvals
City processes delayed decision-making and required extra planning.
Needed constant alignment across departments with different goals.
Strict public-sector limitations narrowed what was feasible.
Department priorities shifted, requiring flexibility in our approach.
How We Uncovered the Core Problems
User research and support data revealed critical breakdowns in awareness, access, and communication
User Interviews
60+ in-person intercepts / 10 user Interviews
KEY INSIGHTS FROM OUR RESEARCH
System Gaps and Poor Visibility Fuel an Endless Cycle of
Mistrust, Misuse, and Staff Overload
Relevant Info Spread Across Disconnected Pages
Key booking details like availability, forms, and policies are split across multiple pages, forcing users to open several tabs just to begin.
No Central Reservation System
Users navigate 5 separate systems including multiple platforms and a public website to make a reservation. Disconnected forms and accounts make booking confusing and repetitive.
Hidden Rules Create Public Friction
People misuse spaces not out of intent, but because rules aren’t clear or visible in both parks and online.
Staff Bridge Gaps in a Broken Service Journey
Current systems don’t support basic changes, so staff handle updates through emails, calls, or paperwork, taking time away from more valuable work.
Solution Directions
Redesigning the Reservation Experience for
Ease, Visibility, and Independence
Automating Manual Tasks
Designing workflows (e.g., permitting, payment confirmation, invoice creation) that shift away from spreadsheets and email chains.
Making Invisible Systems Visible
Clear signage, contextual tooltips, and easy-to-follow rules to prevent accidental misuse.
Revamping Digital Touchpoints
Creating a more intuitive, guided experience for users exploring reservable spaces—supporting both first-timers and power users.
My Contributions
My Role in Driving Clarity and Collaboration
From uncovering service gaps to aligning stakeholders, I helped turn research into clear direction and momentum for action.
Project Planning & Client Communication
Structured weekly touchpoints and managed ongoing communication to align client expectations and team progress.
Research Execution
Co-led intercept interviews, stakeholder mapping, and analyzed 4,899 support emails to uncover systemic issues.
Synthesis & Insight Development
Led the identification of 5 key opportunity areas and visualized the end-to-end service ecosystem.
Workshop Facilitation & Storytelling
Co-designed and facilitated a stakeholder workshop to validate insights and gather strategic feedback.
Presentation & Strategic Framing
Crafted and delivered key portions of our Spring presentation, highlighting future design directions and potential impact.
A snapshot of our collaborative journey from interviews and synthesis to co-creating with our client SFRPD. Every moment shaped the path forward.
What's Next
This project is ongoing and currently in the design phase.
I will update this page as the work progresses with design explorations, prototypes, and outcomes.
Thank you!
Other Projects
Other experiences I’ve designed.
