The document discusses redesigning the code enforcement process at the Housing Preservation Department. It includes: 1) An initial mapping of the various stages in the code enforcement process and the multiple channels used, which finds estranged relations and a lack of face-to-face encounters. 2) A proposal to design the process around game mechanics to simulate existing situations and improve the experience through existing relations and channels. 3) The concept of a "Housing Games" app or board game that would narrate tenants through the services HPD provides using easy visuals to understand their options and rights.

1. HOUSING
PRESERVATION
DEPARTMENT:
CODE ENFORCEMENT
MIKE MANGAN, IVETT CSER, JIM
CHEN, CAITLIN WEBB

2. DESIGN BRIEF:
How might we re-design these interactions and interfaces so
to improve the overall experience and service efficiency?

3. RESEARCH AND INITIAL MAPPING

4. INITIAL MAPPING OF
CODE ENFORCEMENT
a.) Several stages that take place in the process e.) Rare tenant nights
of code enforcement
f.) Tenants act passively in stages of code resolution
b.) Multiple channels
c.) Estranged relations between people involved g.) Public is unaware of HPD’s successes in housing
improvement
d.) Lack of face to face encounters

5. WAYS OF SEEING

6. GAME PROPOSAL
Design Principles: Relational reform through the mechanics of gaming

7. GAME INSIGHT
+ four main phases of service delivery:
identify, report, inspection and repair
+ several channels used [phone, internet, mail, in person]
- game-ify an unpleasant process
- simulate situations that exist already

9. MECHANICS OF OUR DAILY LIVES
Through the mechanics of existing relations and channels, this design seeks to enhance the experience and efficiency of the overall
service delivery.

10. [TAGAT: A]
DESIGN PRINCIPLES: RELATIONAL REFORM, CO-
OPERATIVE SERVICES

11. [TAGAT: B]
DESIGN PRINCIPLES: RELATIONAL REFORM, CO-
OPERATIVE SERVICES

12. [BOOK.ME]
DESIGN PRINCIPLES: RELATIONAL REFORM, CO-
OPERATIVE SERVICES
+ Wastes time and resources of HPD code inspector
+ Violation remains an issue that needs tending to
+ Results in a service delivery failure and further promotes feelings
of negativity and frustration
+ Leaves tenant feeling like the system is against them and that they
don’t have the power to improve their conditions

25. [BOOK.ME]
DESIGN PRINCIPLES: RELATIONAL REFORM, CO-
OPERATIVE SERVICES
+ More efficient use of time for code enforcement
+ Gives tenants a sense of voice when they register for a
inspection
+ Code enforcement becomes a face tenants can relate to

26. THE HOUSING GAMES
A “game” that narrates the tenant through the services that
HPD provides.
Provides an easy visual language to understand the
capabilities of HPD and the rights and options for the tenant.

28. Opportunities for use
+ Section 8 housing line in lobby of HPD Gold St
+ Field Offices
+ Tenant Nights (poster & pamphlet form)
+ “TAGAT”: distributed at choice by owners/brokers
+ Local community center distribution
+ Ad Campaign
+ readily available for anyone to view & or distribute