Scalenow Technosolutions
MyCouncillor
Civic Issue Management & Ward Governance Platform
MyCouncillor is a civic management ecosystem connecting citizens with their elected municipal ward representatives. I led the end-to-end product design from concept to final workflows—defining GPS incident reporting, photo proof verification, councillor triage dashboards, field worker dispatch systems, and community meet-and-greet scheduling.
Four structural pillars engineered to make reporting effortless for citizens and triage actionable for ward authorities.
Single-tap GPS location auto-detect, optional manual pin adjustment, structured problem taxonomy (potholes, streetlights, waste, sewage), and live camera photo proof.
Transparent 6-stage lifecycle progress timeline: Reported → Triaged → Assigned → In-Progress → Resolution Proof Uploaded → Citizen Confirmed.
Automated ward triage algorithms mapping complaint locations to nearby municipal departments and field crews, with automated SLA escalation alerts.
Geographic incident heatmaps, turnaround velocity metrics, worker performance scores, and ward satisfaction ratings for the councillor’s core staff.
Led the end-to-end design, delivering high-fidelity Figma components and system architecture specifications for developer implementation.
- Designed the full citizen mobile app journey: simplified authentication, location permission fallbacks, and multi-file camera uploads.
- Created the councillor desktop and tablet administration suite: incoming complaint triage, crew assignment, and push notification dispatches.
- Devised the resolution verification loop: field staff must upload photographic proof of the repaired site before an issue can be closed.
- Structured civic engagement modules including councillor meet-and-greet booking, public notice board feeds, and ward development project trackers.
- Developed the design system from scratch with accessible contrast ratios, high-legibility typography, and intuitive icons for users across diverse age demographics.
Civic tools often fail due to bureaucratic ambiguity; formalizing state transitions was essential to ensure accountability.
- Mapped a rigid 6-state finite state machine for every ticket: Reported → Triaged → Assigned → In-Progress → Proof Uploaded → Citizen Verified.
- Categorized municipal issue taxonomy across 5 major departments: Roads & Transport, Water Works, Sanitation, Electrical/Lighting, and Horticulture.
- Conducted user testing with local ward residents to identify reporting drop-offs, simplifying the reporting flow into a clean 3-screen process.
- Engineered geographic duplicate detection logic: clustering complaints submitted within a 25-meter radius to prevent ticket bloating.
My design transformed civic issue handling from fragmented phone calls and paper petitions into a modern, transparent digital governance portal. By aligning citizen needs with municipal administrative constraints, MyCouncillor established accountability, reduced resolution turnarounds, and fostered trust between local residents and ward authorities.
Click any screen below to inspect citizen reporting screens, councillor triage dashboards, and worker routing consoles.
