Dublin City Council
Project duration : 1 week sprint
Meet Fixy !
Fixy is an app designed to give users a seamless and quick way to report problems to Dublin City Council
Fixy aims to encourage users to report as much as possible to the council by making this experience as easy and user friendly as possible.
Fixy is an app designed to give users a seamless and quick way to report problems to Dublin City Council
Fixy aims to encourage users to report as much as possible to the council by making this experience as easy and user friendly as possible
Users can simply snap a photo, and the Fixy app automatically captures the location along with a computer vision-generated description of the issue. While users have the option to edit the description, it is not required, ensuring a seamless and efficient reporting experience.
Once the user is happy with their image and details they can upload it at the click of a button.
The responsibility shifts to the council to address the problem. Users can track the progress of their report within the app and even opt in to receive email updates once the issue has been resolved, keeping them informed every step of the way.
Fixy streamlines the backend system for assigning reports to the appropriate departments within Dublin City Council. Council workers can efficiently delegate reports using a clear, color-coded labeling system that highlights issue types and departments. This structured approach ensures a fast, accurate, and error-free process, allowing teams to respond to issues promptly.
Research
Street interviews
Surveys
Interviews
Citizens Hub
Refine
Sythasize data
Storyboard
Archetype
Journey Map
Realise
App screens
Brand Identity
User Test
Client Delivery
Research
To assess the demand for this service, we first conducted street interviews. Everyone we spoke to had encountered issues like overflowing bins and graffiti, yet only a small amount of people had ever reported them.
Many people found the existing reporting system too complicated, while others were unaware that a reporting process even existed. These insights highlighted the need for a more accessible, user-friendly solution.
Citizens Hub
To understand why people weren’t using the existing reporting system, Citizens Hub, we analyzed its site navigation. Reporting an issue like illegal dumping required 12 clicks and lengthy text inputs, making the process overly time-consuming. Many users felt that reporting problems was a favor to the council, not an obligation—so in return, the process should be quick and hassle-free.
Refine
Storyboards
We created storyboards based on the user archetypes we developed, illustrating how they would interact with our services at various touchpoints. These storyboards allowed us to visualize the user journey, highlighting key moments where our solutions could alleviate anxiety and enhance the overall experience.
Using the current report system
Using Fixy
Realise
Development and testing
We began our design process by creating low-fidelity app screens, along with WhatsApp-style alternatives, to conduct A/B testing. This allowed us to gauge user preferences on how they would most effectively report issues. The results showed a strong preference for a dedicated app, confirming that users valued a more streamlined, focused platform.
Next, we moved on to developing high-fidelity screens in Figma, which showcased a polished and user-friendly design. We tested these screens with two user groups: those who had previously used CitizenHub, and those who hadn’t interacted with it at all. Feedback from both groups indicated that our app was not only intuitive but also easier to navigate compared to the current reporting system. This validation further reinforced our design choices and the app’s potential to enhance user experience.
Prototype
Click-throughs
Brand Identity and Campaign
During our user interviews, many people mentioned not knowing that there was a way to report illegal dumping. This highlighted the importance of creating a strong visual brand and an effective advertising campaign to raise awareness.
To make the app more engaging and memorable, we created a playful mascot—a fox named Fixy. The name and mascot were chosen to symbolize the idea of “fixing” problems while also connecting with the fox, an animal commonly seen around Dublin. The bold, vibrant colors used in our branding were designed to capture attention and enhance recall.
For the campaign, we placed eye-catching stickers with QR codes on public bins to make it easy for people to download the app. Additionally, large-scale posters around the city further promoted the app, ensuring widespread visibility and user engagement.
