Mission Economic Development Agency
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Methods used: service design, focus groups, survey design, user interviews

Outcomes:  Technology integration resulted in decreased staff data entry burden and increased learning opportunities for clients. Continuous evaluation via surveys & interviews led to increased satisfaction among adult learner population.

How might we improve service delivery for low-income immigrants? 

As Technology Manager at the Mission Economic Development Agency (MEDA), my role was to launch the organization’s technology services. My accomplishments include:

  • designing, managing, and evaluating basic and intermediate digital literacy courses for our adult clients.

  • conceptualizing and designing “Universal Technology Access” strategy, which sought to ensure that every student and family in the Mission District of San Francisco had  broadband Internet and a computer in their home. 


I also led the integration of technology into service delivery across the organization. Through interviewing our staff of financial capability and home ownership coaches, as well as clients, I devised a strategy that resulted in coaches bringing laptops into every coaching session. The goals were twofold:

  • Decrease data entry burden by giving all coaches laptops, and encouraging them to record coaching notes directly into Salesforce. This saved a significant amount of time and resulting in more accurate notes.

  • Increase training and learning opportunities for clients by training coaches to engage clients with online tools during their sessions.  


I employed various methods to ensure that our courses were meeting the needs of our target audience, including:

  • service design

  • survey design 

  • focus groups

  • user interviews