Best practices for category/ request types display
The order of request types and categories for residents to choose from in the iframe and mobile app can encourage residents to submit requests and positively impact their experiences when doing so. PublicStuff recommends that that municipalities customize the display list of request types and categories to put frequently reported issues near the top of the list and group requests into categories to make navigation easier for residents.
Recommendations:
Frequently used request types should be at the top of the list, so they are the first request residents see. Leave request types uncategorized so they will appear at the top level.If there are more than 15 request types for residents to submit from, group them into categories. This will create a list that’s easy for residents to navigate. Some example categories include:
- Streets and Sidewalks
- Utilities
- Code Compliance
- Health and Safety
- Environmental Services
- Parking
- Parks and Recreation
Requests that are event-specific, for example, Downed Tree Limbs related to a weather event, can temporarily be moved to the top level for ease of reporting. Other examples are tax-related information collection, or Watering Violations during a time of elevated water restrictions.