Case Study: NYC Department of Small Business Services Improves MyCity Business User Experience with Blenderbox

NYC Department of Small Business Services completes 29 user research sessions with Blenderbox

Blenderbox was engaged by the NYC Department of Small Business Services to conduct foundational user research for the new MyCity Business portal. The challenge was to understand the diverse needs of business owners across all five boroughs, with a specific focus on overcoming barriers for non-English speakers and those who rely solely on mobile devices to access city services online.

The solution implemented by Blenderbox was a comprehensive multilingual user research initiative involving 29 one-on-one sessions, which generated over 1,200 qualitative data points. This research directly informed strategic recommendations for the portal, including designing for mobile-first experiences and ensuring multilingual accessibility. The results provided a clear foundation of user insights, which were delivered in a final report, customer journey maps, and a list of technical requirements to shape the customer experience of the MyCity Business portal.

NYC Department of Small Business Services