Case Study: 211 App Naming 2018-05-02T21:03:42+00:00

User Experience:
City of San Diego 211 Reporting App

Refocusing the team on the users’ experience eliminated the project challenges and got it back on track.

App Workflow

Hopscotch Labs was called in 3 weeks prior to the expected launch of the City of San Diego’s new Reporting App, Get it Done! The project was behind schedule, and the team was afraid the challenges would make them not able to launch at all.
After a design and heuristic review, Hopscotch led the team through several simple exercises to make sure that the user journey was well defined, and that the technology supported that journey and the decisions in the wireframes.
Hopscotch was able, in two weeks, to turn a disaster into a win. We helped the design and coding team find the assets they needed; and refined the process flow and feature options available to users.
Since launch, the City has received over 40,000 reports from residents.

Client: City of San Diego

  • Journey Mapping
  • Heuristic Review
  • Co-creation Workshop
  • Naming Exercises

Developing the right name for the job.

Like all projects with a large and diverse team, this team had a challenge finding the right name for the job being done, and one that everyone could agree on. Hopscotch Labs put together a process to collect, narrow and validate names for the app. The resulting name, Get it Done!, fit nicely with the redesigned website, tasks that the end user wanted to accomplish, and City goals for the App outcomes.


Whether renaming an American institution or the next widget the process is the same: research, analyze, frame, co-create, narrow and validate. We work with our clients to develop a platform from which their products and services can thrive. 
Research + Analysis: for meaning, opportunities and competitive advantages.
Frame + Co-Create: for context and to build from a place of experience and ownership.
Narrow + Validate: to proof concepts with your audience.
Website Strategy
Remote Research