Civic Technology · UX Research & Design
Redesigning a Fragmented Park Reservation Experience
Delivering comprehensive solutions for both residents and staff within vendor, budget, and policy constraints
PROJECT OVERVIEW
San Francisco Recreation and Parks Department (SFRPD) serves over 830k residents across 230 parks and 100 recreation centers. I led research and shaped the product strategy to deliver solutions for both residents and staff, while navigating vendor, budget, and policy constraints.
Client
San Francisco Rec. Parks
My Role
Product Designer
with product management
Team
1 Software Engineer
2 UX Researcher
1 Product Designer
Duration
7 months
(2025)
Skills
Prototyping
User Research
Product Strategy
RFP Documentation
CONTEXT
Over 70k yearly reservations are processed through 6 disconnected platforms, affecting 830k residents and supported by only 5 staff members
Residents and staff had to juggle between six disconnected vendor systems that did not integrate with each other. From sports fields to community centers, SFRPD supports thousands of activities each year without a unified system in place.
problem
Broken processes overwhelmed staff and delayed services for residents
Broken processes overwhelmed staff and delayed services for residents. Staff had to absorb thousands of phone calls and emails each year that residents could not resolve on their own. With limited staffing, this workload created long delays and rising costs under tight budget constraints.
Research
Where does the system break, and how does it impact staff and residents?
I led a multi-method research and synthesis process to uncover systemic issues across staff and residents. Across these methods, a clear pattern emerged: basic tasks repeatedly broke down and turned into staff workload.
4,900+ Emails (Resident & Staff)
Analyzed inbox logs to uncover recurring pain points and information gaps.
800+ Call Center Logs
8 Staff Interviews
60+ In-park Intercept Interviews
53 Resident Surveys
5 Usability Tests
Root Cause
System-wide breakdowns compounded into a persistent cycle of inefficiency
This was not a collection of small usability problems but systemic failures that reinforced each other. Each missing feature forced staff to step in manually, slowing response times, frustrating residents, and adding to staff overload.
Outdated information left residents uncertain about rules and policies
Scattered platforms forced residents and staff to switch back and forth for basic tasks
No self-service options meant staff had to approve even the simplest requests
challenge
BUT, rebuilding the system was impossible under vendor lock-in and limited resources
Even though the root cause was systemic, SFRPD had no in-house developers and every platform was vendor-controlled. This meant even small updates, such as fixing accessibility gaps or adjusting rules, were out of reach.
We had to shift focus and find lightweight, staff-facing solutions that could deliver impact without replacing the underlying system.
Key Opportunity
Repetitive staff workload became the clearest opportunity for intervention
Across both emails and calls, the majority of resident inquiries were routine questions that should have been self-service, creating an outsized burden on staff.
Emails asked basic logistical questions users couldn’t find online
SFRPD De-identified Email Dataset, keyword filter applied to email body (n = 4,899)
Calls were simple rule clarifications staff had to handle manually
Call Log Analysis Report (n = 807)
ideation
To address the repetitive staff workload we identified, we quickly explored multiple directions through rapid prototyping and comparative testing
In just three weeks, we tested 17 mid-fidelity concepts and leveraged comparable products on the market to validate design directions without over-investing in new builds. Among the ideas I proposed was an Email Helper to reduce repetitive staff responses.
Final Solution
Delivering feasible solutions for residents and staff within vendor, budget, and policy constraints
solution for staff
Email helper to reduce repetitive workload
Standardized templates free staff time and keep communication consistent, without requiring extra maintenance
Browser Extension
In-Context Workflow
Runs as extension, letting staff draft replies while viewing the reservation system.
Cuts tab-switching, making responses faster and more accurate.
Customizable Templates
Staff build and share templates for recurring requests.
No engineers needed, sustainable under staffing and vendor limits.
Template Management
Staff organize and update templates in one hub.
Keeps info consistent and reduces duplication.
Beyond Design / Future-proofing (RFP)
Turning an impossible rebuild into vendor-ready documentation
solution for all
Turning an impossible rebuild into vendor-ready documentation
Procurement-ready documentation translated research into clear vendor requirements, giving SFRPD a concrete roadmap aligned with budget and policy limits
* Due to confidentiality, the full RFP document cannot be shared. What’s shown here is a vision prototype created to illustrate its application
Why RFP Matters (Government Context)
Gov agencies must issue RFPs before buying tools, ensuring fairness and budget control. But typical RFPs often misalign with user needs
Our Role Beyond Design
Resident and staff pain points were translated into clear vendor requirements, fixing unrealistic drafts and adding interactive prototypes.
A Roadmap, Not Just a Document
AI-assisted mockups showed how a new system could function if vendors adopted the RFP, turning abstract requirements into a tangible preview.
Other Projects
Other experiences I’ve designed.
© 2025 Jasmine Kim. Designing the future of human interaction