New York City Department of Health and Mental Hygiene: Revitalizing the Vital Records Website During COVID-19
Client: New York City Department of Health and Mental Hygiene
Duration: 3 Months
Year: 2025
The Challenge
During the COVID-19 pandemic, surging demand overwhelmed NYC’s Vital Records website, used by 8.3 million residents for birth, death, and marriage certificates. The outdated interface confused users, suffered from poor navigation and language barriers, and lacked accessible support. Residents struggled to complete even simple requests—driving up 311 calls and delaying essential services.
Our Solution
Yaberra Consulting, embedded via the CDC Foundation, redesigned the site to be intuitive, multilingual, and mobile-responsive. We introduced a user-centered information architecture, restructured key pages for clarity, and implemented assistive design features. From accessibility to performance, the new site empowered residents to navigate tasks confidently during a public health crisis.
Project Scope
- User research: 311 logs, survey analysis, and transcripts
- Heuristic evaluation and pain point identification
- Wireframing, prototyping, and stakeholder reviews
- Content Development
- Multilingual translation integration
- Accessibility and WCAG compliance
Implementation Summary
The engagement began with extensive user research: we affinity-mapped hundreds of 311 calls, transcripts, and surveys to surface recurring frustrations. A heuristic audit revealed confusing terminology, dead links, and limited support for error resolution. These insights guided a complete sitemap overhaul—grouping certificate types into logical sections and adding anchor links, breadcrumb trails, and step-by-step headers.
Using Adobe Creative Cloud, we built prototypes emphasizing clarity, minimalism, and mobile-first responsiveness. Pages were designed to meet accessibility standards, with keyboard-friendly navigation and high-contrast elements. Content was rewritten in plain language, and essential documents were translated into multiple languages to meet the needs of NYC’s diverse population.
On the backend, we optimized load times and responsiveness within DOHMH’s CMS, ensuring high availability during peak traffic. Visual hierarchy and embedded micro-guides reduced user friction and kept residents focused on their goals.
Key Accomplishments
Dramatically reduced 311 call volume for certificate help
Streamlined application journeys across mobile and desktop
Increased accessibility through multilingual toggles and WCAG-compliant design
Built modular templates for faster future updates
Improved navigation through breadcrumb links and categorized headers
Deployed a scalable, resilient infrastructure within the City’s CMS
Before Versus After Snapshot
| Element | Before Redesign | After Redesign |
|---|---|---|
|
Navigation Clarity |
Disorganized, difficult to follow |
Logical structure, breadcrumb navigation |
|
Multilingual Support |
Needed Updating |
Updated translated documents and added pertinent information to ease user navigation to requesting or updating certificates. |
|
Help Resources |
Limited guidance, scattered Inline guides, |
FAQs, and error prompts |
|
User Journey Completion |
Frequently abandoned mid-process |
Higher completion rates via streamlined flows |
Key Takeaways For Future Projects
- Public service sites must prioritize clarity, especially under pressure
- Language accessibility is essential for equitable digital services
- User feedback is key to meaningful design transformation
- Embedded guides reduce dependency on live support
- Mobile optimization ensures access across demographics
- Optimized Content for faster adaptation during crises
Conclusion
This redesign proved that accessible, thoughtful digital infrastructure can make vital services truly reachable—especially during emergencies. By listening deeply, designing for real-world stressors, and optimizing for scale, Yaberra helped DOHMH create a public-facing platform that works for every New Yorker.