A free letter builder for tenant advocacy

Targeted improvements for NYC tenants with persistent repair issues

The Letter of Complaint is a free tool by JustFix that allows tenants to escalate their concerns in a fast and effective way. I did an audit of the free service and worked on targeted improvements based on these goals:

📱

Give tenants more support with timely, useful texts and email

✊

Provide clear next steps for self-advocacy and community organizing after the letter is sent

🎨

Rebrand the site to match the organization's new style guide

Service blueprint and content strategy

I created a service blueprint and a diagram of all touch points across web, email and SMS. This identified gaps in the experience and areas where information was out of date, inconsistent or ineffective.

Then I wrote and tested text messages and emails so that key information is delivered at just the right time.

Know your rights

I led a few workshops so the team could decide on what “Know Your Rights” information to include at each stage in the process, and how to tailor it to different types of tenants.

Once we had an idea of what to communicate and when, I got to work on revising content and redesigning specific pages. See below for a few examples:

We added a callout box that shows extra guidance when it's relevant (and otherwise doesn't bother you!)

Redesigned success page with a new toolkit for next steps

This work is ongoing, contact me for more information. Created in collaboration with Mallory Frye, Johanna Monge and Angela Stowell