http://timreitzes.com/work-1 daily 0.75 2021-01-26 http://timreitzes.com/home-1 daily 1.0 2023-12-07 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611677985628-DKYVDEWUSPEB7JYPSAO9/Workshops.jpg Home - Building design capacity in city government Capacity building, Training, Curriculum development https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611773500129-JEI3FQZ1V269TBU584A7/HRA%2Band%2BService%2BDesign%2BStudio%2BScoping%2BSept%2B2020.jpg Home - Establishing human-centered innovation at NYC’s social services agency Strategic planning for innovation, Design ops, UX research https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611682470018-0LO0IZ475M4DZXIJHEO7/Provider%2BJourney%2BFINAL%2BVersion.jpg Home - Strategy for cross-agency service coordination for NYC social services CX research, Speculative design, Strategic planning https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611677925719-ETH9MBD35R1X761LN7Q9/IMG_0191%252B%2525281%252529.jpg Home - Designing family-centered service referrals at NYC’s child welfare agency Designing family-centered service referrals at NYC’s child welfare agency https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611683369764-05BS1FHUCSLAGP25XAP2/Blueprint.png Home - Strategy & UX Design for Enterprise Data Integration Products Product strategy, UX research and design https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611769390616-S0DQ36DD2IM5DST9DG9G/Tim%2BPortfolio%2B-%2BCB%2Breview%2B%252817%2529.jpg Home - Designing a better experience for public transit ticketing kiosks UX research and design https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611683756232-XJPLKUGX2SRO62WDOZNQ/Tim%2BPortfolio%2B-%2BCB%2Breview.jpg Home - Leveraging mobile technology to design a better bank branch experience CX research, Speculative design https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611845033341-KI4TI6DGY8VYBXTM58N9/the-new-york-pizza-project-johns-pizzeria-elmhurst-shop-wall.jpg Home - The New York Pizza Project NYC food & culture, Entrepreneurship https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611676117864-N8XIK9X3CZOLDKXPP4RQ/IMG_7417.JPG Home https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611675120194-60BI3S107QA427F6L4BF/HRA+and+Service+Design+Studio+Scoping+Sept+2020.png Home https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611685056980-IMQ6J5KDH1WPRRHL0T1X/Screen+Shot+2019-02-22+at+10.28.26+AM.png Home http://timreitzes.com/resume daily 0.75 2021-01-26 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611687135023-6FP8J8BZ4WV4AIIN9WZ6/Tim+Portfolio+-+CB+review+%281%29.png Resume http://timreitzes.com/resume-1 daily 0.75 2023-12-07 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611691822215-1F795HXFP3PAEKUICVVW/Tim+Portfolio+-+CB+review+%282%29.png My journey http://timreitzes.com/pathwaystoprevention daily 0.75 2021-02-17 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1613155902366-WSPD4NKCMOYE6O0IVLZ6/Group+39.png Pathways We created a family-centered common language to help align all stakeholders, and a suite of informational materials and interactive tools to support family-centered conversations between CPS workers and families during the referral process. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611693910411-6EAL7513UJCVVPNB5A7V/Group+36.png Pathways Service blueprinting helped us pinpoint opportunity areas to support family and staff, and helped us make the case to bring new partners to the table. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611695106690-LH8875IS7YW3LSKJKH86/IMG_3868.JPG Pathways One of our partners leading a discovery research session with a child-welfare affected parent. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1613157714606-YQ3ZFXMIRUYNMLSGR04N/Group+41.png Pathways To support adoption and behavior change, we built training plans and materials for each staff role, including an introduction to new tools, conversation scripts, and potential positive impacts for performance indicators. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1613175938638-1WYA9QGBBXWQC8NZGT80/5.jpg Pathways We created a set of design principles to guide and ground our work moving forward. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1613326809685-SRI98ZXPZNN976NKJ33R/Copy+of+Pathways-Overview.pptx+%282%29.png Pathways We created story boards for key moments in the future family-centered referral experience to make it easy for our partners to share the strategy across the agency. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611696375544-O132Z2K1JFXL5QTGL3E2/IMG_2251.JPG Pathways We included these “I want to help” cards during our hand-off workshops as a way to capture staff enthusiasm and generate opportunities to keep moving the work forward. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611848840425-J4C1KUFLTVW7IYWZR3XD/IMG_4839.jpg Pathways This Jobs Board used rubber bands to represent the tensions between staff’s formal and informal roles and responsibilities, including service referrals. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611695030537-3RAT479KVQH9ZFW8E9KJ/IMG_3789.jpg Pathways Co-design workshops brought together providers, agency staff, and parent advocates to ideate around our research insights and opportunity statements. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1613571014265-VEGJ156YWGPYA8A6S3LM/Example-TalkingPoints.JPG Pathways CPS workers and families each had limited understanding of what Prevention Services actually do for families. We used generative activities to work with families to learn how they talk about the value of services, and how they would “make the sale” to a friend or neighbor. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611695329571-AECM1D290OJXZGFDE8XS/Screen+Shot+2019-02-22+at+10.28.26+AM.png Pathways Personas helped ground a generative exercise with referral staff to surface all the information they would want to make a good referral for a family. And a little magic always helps to give public servants permission to dream. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1613572226076-JNVCK681B8VD99LOUWYW/Group+43.png Pathways We defined a set of key moments for a future family-centered referral experience. We used used these moments to ground our prototyping work. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611695620305-QORCWV4UA161R6B01MSE/Group+17.png Pathways Early prototype for a new family-facing referral packet included all the information referral staff need, from both families and investigators, to make good referrals. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1613155094848-XQXSDE5DO05D6EIOG0OA/Group+38.png Pathways Improving family experience was our primary objective, which meant supporting more family-centric ways of working for the CPS workers and referral consultants who drove the referral process. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1605193453175-OJ5WV4LT9MB8CAX8OB2V/Family+Support+app Pathways We moved from a manual process filled with clogged inboxes, excel trackers, and inconsistent documentation towards a vision for a streamlined referral system that would allow staff to focus on families instead of managing bureaucracy. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611693459275-RJRUNY3KFTB25E8I2SUC/IMG_0191.JPG Pathways http://timreitzes.com/capacity-building daily 0.75 2021-02-14 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611779344395-R56NAHSM7XV0WS0KL6NP/Tim+Portfolio+-+CB+review+%2818%29.png Capacity building https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611706982765-1Q3QFMLHY830D2BXCYBL/Workshops.jpg Capacity building http://timreitzes.com/coordination daily 0.75 2021-01-28 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611710177012-NDZBGD70EWA4B1UXCAJV/Provider+Journey+FINAL+Version.png coordination Research revealed that coordination and follow-through on referrals rarely happens, resulting in clients with unmet needs falling through the cracks. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611710396045-YN828IN4HAH3JL6L0Q8J/IMG_5989.JPG coordination I worked with agencies to map potential solutions against feasibility and impact. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611710332530-Z6ASNXCEKL3ZRJ27POE0/IMG_6005.JPG coordination Based on our framework, I created Opportunity Cards to prompt agency and provider staff to generate solutions for improved service coordination. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611682470018-0LO0IZ475M4DZXIJHEO7/Provider%2BJourney%2BFINAL%2BVersion.jpg coordination http://timreitzes.com/ssic daily 0.75 2021-01-28 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611711641166-F3X74ZRQWPK3JAP3BIO0/HRA+and+Service+Design+Studio+Scoping+Sept+2020.png SSIC An example of a recent model to better integrate users into existing workflows. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611711641166-F3X74ZRQWPK3JAP3BIO0/HRA+and+Service+Design+Studio+Scoping+Sept+2020.png SSIC http://timreitzes.com/dataintegration daily 0.75 2021-02-16 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1613489537797-TVDCELZ1Q7PUFCJZOTF5/image+1.png dataintegration https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611683234283-66WOK42PTTIW2KCSCBZ2/Blueprint.png dataintegration https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611683234283-66WOK42PTTIW2KCSCBZ2/Blueprint.png dataintegration http://timreitzes.com/branchofthefuture daily 0.75 2021-01-28 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611765525109-ON020SA1QM0S4Q8O194C/Tim+Portfolio+-+CB+review+%286%29.png bankbranchfuture This service map helped us show the who, what, and where for each of the new in-branch experiences that we designed. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611765542697-DLVC02JR6WHWD3E1YO02/Tim+Portfolio+-+CB+review+%285%29.png bankbranchfuture Storyboards helped bring each of our newly design experiences to life. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611683706825-X7I3ZDCNFZOZ2Y8LMML8/Tim+Portfolio+-+CB+review.png bankbranchfuture http://timreitzes.com/myki daily 0.75 2021-01-28 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611767642303-TKZAF3YAQW9B7PVEDD9Y/Tim%2BPortfolio%2B-%2BCB%2Breview%2B%25289%2529.jpg myki Stakeholder workshops and a deep dive into the ticketing system backend helped me understand the experience from the inside out. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611767103528-QBBLZAZ9RX16DZR0BCY4/Tim+Portfolio+-+CB+review+%288%29.png myki https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611767602570-R7BS9AEP8WJNDUQUZV67/Tim%2BPortfolio%2B-%2BCB%2Breview%2B%252810%2529.jpg myki Observations and intercept testing with transit customers help me understand pain points with the current experience. https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611768008110-NH691QFG2P73K1M33UHT/Tim+Portfolio+-+CB+review+%2817%29.png myki http://timreitzes.com/projects daily 0.75 2021-01-28 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611677985628-DKYVDEWUSPEB7JYPSAO9/Workshops.jpg My Projects - Building design capacity in city government Capacity building, Training, Curriculum development https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611683756232-XJPLKUGX2SRO62WDOZNQ/Tim%2BPortfolio%2B-%2BCB%2Breview.jpg My Projects - Leveraging mobile technology to design a better bank branch experience CX research, Speculative design https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611845033341-KI4TI6DGY8VYBXTM58N9/the-new-york-pizza-project-johns-pizzeria-elmhurst-shop-wall.jpg My Projects - The New York Pizza Project NYC food and culture, Entrepreneurship https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611769390616-S0DQ36DD2IM5DST9DG9G/Tim%2BPortfolio%2B-%2BCB%2Breview%2B%252817%2529.jpg My Projects - Designing a better experience for public transit ticketing kiosks UX research and design https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611773500129-JEI3FQZ1V269TBU584A7/HRA%2Band%2BService%2BDesign%2BStudio%2BScoping%2BSept%2B2020.jpg My Projects - Establishing human-centered innovation at NYC’s social services agency Strategic planning for innovation, Design ops, UX research https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611677925719-ETH9MBD35R1X761LN7Q9/IMG_0191%252B%2525281%252529.jpg My Projects - Designing family-centered service referrals at NYC’s child welfare agency Designing family-centered service referrals at NYC’s child welfare agency https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611682470018-0LO0IZ475M4DZXIJHEO7/Provider%2BJourney%2BFINAL%2BVersion.jpg My Projects - Strategy for cross-agency service coordination for NYC social services CX research, Speculative design, Strategic planning https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611683369764-05BS1FHUCSLAGP25XAP2/Blueprint.png My Projects - Strategy & UX Design for Enterprise Data Integration Products Product strategy, UX research and design https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611676117864-N8XIK9X3CZOLDKXPP4RQ/IMG_7417.JPG My Projects http://timreitzes.com/nypizza daily 0.75 2021-01-28 https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611844897611-HNB6CW3N5V5SO6I5S4ZL/image-asset.jpg nypizza https://images.squarespace-cdn.com/content/v1/51e6c11fe4b0ce4430c79fa3/1611843811575-J1UHDJ2A4G5A48I0RG1G/the-new-york-pizza-project-johns-pizzeria-elmhurst-shop-wall.jpg nypizza