Find a Person in
Travis County Jail

How might we make it easier for people to find the latest information about an incarcerated person in a Travis County jail?

About
The "Find a Person in Travis County Jail" application is a public-facing tool serving over 2 million users annually. It provides up-to-date information about individuals currently incarcerated in Travis County jails.

Originally developed in 2007 by the Travis County Application Services team without UX involvement, the app was outdated and required a comprehensive redesign.

In September 2019, during a planned server replacement, I led a redesign to improve the app’s functionality and user experience, prioritizing accessibility, sensitivity, and a mobile-first approach.

Role
Lead User Experience Designer
Lead UX Researcher

Organization
Travis County, local government in Austin, Texas.

Categories
App Design
Research

Audience
Concerned citizens, family members, friends, and attorneys seeking information about incarcerated individuals.

A Frustrating Experience for Users in Need

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What was wrong with the old app? 

The original app presented multiple challenges:

  • Non-Mobile Friendly Design: 70% of users accessed the app via mobile devices, but it was not optimized for smaller screens which was a major barrier.
  • Poor Usability: Constituents struggled to check the booking status of their loved ones due to a confusing interface with counterintuitive search fields and buggy performance.
  • High Call Volume: The Sheriff's Office received frequent calls and complaints from users unable to find the information they needed online.
  • Emotional Context: Many users were in distress and seeking information during  emotional moments.
  • Insensitive Language: Terms like “Inmate” were perceived as dehumanizing during already stressful situations.

The Pressure to Deliver Something Meaningful on a Tight Timeline

  • With servers scheduled for replacement in late 2019, I had just three months to redesign the app.
  • Additionally, stakeholders hesitated to change long-standing terminology, creating a challenge in aligning goals for the project. 

Understanding User Needs with Empathy

My approach prioritized empathy and sensitivity, recognizing the emotional nature of the search process for family members and friends seeking information about their incarcerated loved ones.

Discovery

Conversations That Shaped the Design

To make sure the redesign addressed real user needs, I conducted interviews with diverse users, including Spanish speakers.

My goal was to gather firsthand insights and expectations. Conversations focused on the information people needed when looking for an incarcerated person in Travis County.

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What I Learned

  • What Users Need Most: Booking date, location of incarceration, charges, and bond details.
  • Language Matters: "Incarcerated Person" was preferred over "Inmate," emphasizing respect and sensitivity.
  • Field Order Frustration: Users found the old search order (Last Name > First Name > Middle Name) counterintuitive.
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Data that Told the Story

Desk Research

Analyzing the app's analytics revealed key insights:

  • 70% of users accessed the app via mobile devices.
  • The app received 1,056,564 page views annually, underscoring its importance to the community. It is one of the top 10 pages across our website!
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Creating a Solution Rooted in Empathy


Goals That Guided the Design

  • Make the app mobile-first and intuitive.
  • Reduce call volume to the Sheriff’s Office.
  • Use respectful, person-first language.
  • Design for inclusivity, including Spanish localization and accessibility compliance.

Prototyping for Impact

  • Designed mobile-first wireframes to prioritize the most common use case.
  • Created interactive prototypes and tested them with users to refine the experience.
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What Usability Testing Revealed

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With wireframes and prototypes, I conducted several rounds of usability testing. Users were asked to complete specific tasks while I listened and observed their interactions. This allowed me to identify and address usability issues early in the design process.

Findings

  • Ease of Use: The new version of the app was praised for its simplicity and straightforward design.
  • Search Field Order: Participants found the previous version’s field order (last name, first name, middle name) confusing and counterintuitive. Suggestions included reordering to first name, middle name, and last name for better alignment with user expectations.
  • Application Title Preference: "Inmate" was seen as negative and judgmental; participants preferred a more neutral title such as “Find a Person in Travis County Jail.”
Positive-feedback

Delivering a New App That Makes a Difference

The redesigned application brought noticeable improvements in usability, accessibility, and user satisfaction. Here are the key results and lessons learned:

Achievements

  • Higher Page Views: Annual page views jumped from 700,000 to 2 million, showing more user engagement and a wider reach for our online services.
  • Fewer Calls to the Sheriff’s Office: There has been a drop in calls to the sheriff’s office due to the revamped application. This means users can successfully find the information they need online without having to call.
  • Positive Feedback: Constituents have given great feedback, praising the new design for its clarity, ease of navigation, and improved user experience.
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Lessons From a Human-Centered Approach

  • Empathy Leads to Impact: Understanding emotional contexts created a more meaningful solution.
  • Iterative Testing is Key: Usability testing at every stage was critical to meeting user expectations. Continuous user feedback is essential for refining and validating design choices.
  • Language Shapes Experience: Adopting person-first terminology helped build trust and respect.
  • Accessibility is a Must: Inclusive design benefits all users.

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