The Boston Mayor’s Office was having a problem: Not enough residents were reporting their own problems into the city. Sure, the 311 phone line had its old school devotees. But Boston decided they could reach a whole new population by creating a brand new 311 mobile app. The only issue? Turning a human-operated phone line into a mobile app isn’t easy. Designers at the mayor’s office looked around at another city’s 311 app—and made their own share of mistakes—to figure out how to get it done. Read the PDF transcript of this episode.

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