Our Process

We want the City of Chattanooga’s website to live up to the reputation the city has for technological innovation. Our goal is to create a single unified web presence for the city that is simple and easy to use. Whether you are submitting a 311 request or applying for a business license, we want to make it quick and easy to do business with the City of Chattanooga.


We believe that we can deliver the best experience to Chattanoogans by involving them in the process of creating our website and apps. 

User Experience Design involves analyzing quantitative and qualitative data about our users and products to make better design decisions. 

We follow an iterative process of gaining feedback about our current website and apps, researching user wants and needs, sketching, wireframing, and prototyping new solutions. We then test those solutions with citizens and once we’re confident we’re on the right track, we’ll build the final product.  

All along the way, we need your help. If you have a few minutes, take a survey or view our proposed designs.

Author/Copyright holder: Teo Yu Siang and Interaction Design Foundation. Copyright licence: CC BY-NC-SA 3.0


Back in 2001, a group of software developers gathered together to talk about a better way to build software and satisfy end users. They concluded that a) individuals and interactions should be prioritized over processes and tools, b) working software is more important than comprehensive documentation, c) customer collaboration is more valuable than contract negotiation, and d) we should value our ability to respond to change over strictly following a plan.

Out of this grew a world-changing movement that has completely changed software development. End users gather, write, and prioritize “stories,” such as “as a call taker I want to be able to quickly find appropriate support documents while on the phone with a citizen.” Agile teams turn stories into tasks, agree to how many can be reasonably done in a two-week period (called a “sprint”), and frequently gather user feedback as they work. The teams are cross-functional and self-managed, and only the features agreed upon are built. The result: every two weeks users see what they asked for and let us know if we got it right.