Role

Team

Event

Duration

UX/UI Designer

Katrina Cruz, Camilla Delgado, Jasmine Antipuesto

DubsTech Protothon 2025

~28 hours

TL;DR

Too long, didn't read

People stop reporting city issues when they feel ignored. We designed a mobile app that makes reporting simple, shows real-time progress, and connects users to actual people handling their case. The result is a system that builds trust and encourages repeat civic participation.

The problem

People stop reporting when nothing happens

Most city reporting tools technically work, but people don’t trust them. Users submit issues like potholes or broken lights, then hear nothing back. Over time, they stop reporting.

This isn’t a usability problem. It’s a trust problem.

What we saw

Existing tools feel cold and one-sided

We looked at 311 apps, community platforms, and feedback tools to understand the space. Some things worked well. Map-based reporting is fast. Simple forms lower effort. Anonymous reporting helps people feel safe.

Map-based reporting and simple forms worked well. But most tools lacked updates, visibility, and any sense of follow-through. The experience felt bureaucratic and one-sided.

Key insight

People want feedback, not just a submission form

We surveyed and mapped feedback from 16 users. Users need to see progress to believe reporting works.

"Since they never seem to care or fix issues, there is not much willingness to report again."

-DIRECT QUOTE FROM SURVEY

Impact

A transparent system increases trust and repeat use

By adding visibility, accountability, and community, the design addresses the real reason people stop reporting.

Users can track progress, see who is responsible, and feel that their input matters. This is designed to increase repeat reporting and engagement with city services.

01 Live Report Tracker

Users can follow their report’s progress with real-time updates and status changes.

02 Assigned Case Manager

Every report is linked to a real person users can see and contact for updates.

03 Connect With Others

Users can view, support, and add to existing reports to reduce duplicates and amplify impact.

Reflection

This project reinforced that the biggest challenge wasn’t usability, but trust. Solving it required focusing on feedback and transparency, not just improving the interface.

Working within a tight timeline also pushed us to prioritize decisions that directly influence behavior!