USER STORY

PERSONAL SUMMARY

Jane is a retired paediatrician who was recently the victim of a home break-in.  

 

NEEDS/BEHAVIORS

  • The ability to receive status updates on her case

  • Understand what the police is doing to find her missing possessions as well as the burglar

  • May not know how to contact the correct person in the police department dealing with her case

  • Needs the police report to file an insurance claim

 

DEMOGRAPHICS

75 years old

Retired doctor

Active in her community 

Brooklyn

 

PAIN POINTS

  • Would like her possessions returned

  • Would like other community members to help with her case

  • Is worried the burglar will return

  • Does not trust that the police are doing all they can to help her

 MARK 43

User Experience Design Workshop - Security Tech App

 

PROJECT OBJECTIVES

One issue that citizens encounter is gaining access to police reports.

 

Every time police officers respond to a 9-1-1 call, they create reports that serve as documentation of the incident showing the progress on the investigation. To obtain copies of these reports, community members must physically bring a special form and photo ID to the police station.

 

Staff in the police station use this form and photo ID to track who has accessed the report and determine what information that person is entitled to under the law, based on their involvement with the incident. This process is inefficient and can be intimidating for citizens who may fear the police or are experiencing anxiety related to the crime in which they were involved.

 

The design team is responsible for:

  • Identify the wants and needs of a crime victim

  • Understand how people use crime reports

  • Identify who accesses police reports

  • Design an app experience based on the user's needs

  • Design the interface for the main screens

  • Perform user research and tests to determine the usefulness and usability of the designs

 

USERS

Crime victims, the police, community citizens, insurance companies

 

CHALLENGE FOR THE WORKSHOP

To reimagine the process for obtaining police reports by optimizing the experience for citizens (primary users) and police department staff (secondary users)

 

POTENTIAL FEATURES

  • Specific user sign-up and login

  • Onboarding touchpoints for victims, police, and insurance

  • Police report download

  • Customization of the report depending on who needs it

  • Utilize the smartphone’s built-in capabilities such as photos and video recording, email, maps, etc.

 

EXPECTED WORKSHOP OUTPUT / DELIVERABLES

Wireframe sketches and team presentation

 

MY ROLE ON THE THREE UX DESIGNER TEAM

Research, Facilitation, Design, and Team Presentation

 

HOW MIGHT WE

How might we empower citizens and their communities with easy 24-hour access to a digital crime report using their mobile device?

 

CHALLENGE/INSIGHTS/GOALS

Initially, the biggest challenges were:

Easily navigating the criminal justice system to obtain information pertinent to the victim, the accused, or the community, and doing so in an efficient, lawful, and speedy manner.

 

  1. Victims either are unable to or are frustrated by attempts to get crime reports for insurance purposes 

  2. Community organizers are frequently stymied by privacy issues when attempting to gain access to information on crime statistics.

  3. The police frequently have a specific way of accessing and determining how, when, and who gets access to crime reports.

  4. The accused and their legal representatives find it difficult to obtain completed crime reports in time for legal proceedings.

 

SUCCESS IS…

The ability to create reports in real time based on audio and visual recordings of interviews, meetings and police work.

 

The ability for these pieces of information to be created and the analysed reports accessed by all the relevant parties involved without privacy issues. 

 

RESEARCH FINDINGS

We conducted user interviews and questionnaires about our core user’s current travel habits and needs.

 

WHAT OUR SUBJECTS TOLD US THEY WANTED

  • To Feel Safe When Traveling Alone

  • The Ability to Send Messages to Loved Ones Back Home

  • The Ability to Share Experiences While Traveling

  • Travel Advice from Friends and Reviews from Peers Over the Internet

  • The Ability to Use GPS

 

INSIGHTS and IDEAS

We used our research and testing to find out

 

WHAT DO WE NEED FOR OUR APP TO BE USEFUL TO OUR USER

  • Ease of use

  • GPS enabled

  • Ability to share experiences and use social media

  • Customization of your trip and itinerary

  • Ability to notify a friend back home that you have arrived safely / leaving the location

  • Tips and assistance at the travel location from locals and those who have travelled to the location before

  • Info and activities for the Solo Traveler

  • Matching up people who liked to plan and research a trip, with people who didn’t like to

 

SECONDARY RESEARCH

Travel magazines, the film Taken, travel websites like Lonely Planet

 

 

USER JOURNEY

 

USER SCENARIO

Annie arrives at the airport in Jamaica and turns on her phone and logs into

the app using a user name and password. She receives a tip about airport

transportation for that airport. She arrives at the hotel and opens the app and

chooses to let her contact know that she has arrived safely at the hotel. Three days prior, Annie had designated her bestie, Sarah, to be her point of contact while on her trip.

 

Annie unpacks and decides to go to eat lunch. She opens the app and chooses the option on the main menu for “food” among the options that include “Contact,” “Activities,” “Transportation” and “Help!” The best results will be shown based on criteria like distance, price, type and sketchiness level. If dissatisfied, she can input other preferences. She goes to a restaurant, enjoys a lovely meal and then decides to review the restaurant as well.

USER TESTING

These wireframe screens made in Balsamiq and loaded on to our iPhones and

iPads. They were shown to ordinary people in the street who were introduced to the premise of the app and asked to interact with the interactive wireframes.

 

We were given useful information to continue making our app successful.

NEXT STEPS - RECOMMENDATIONS

 

Based on our experience and the ongoing evolution of the product we recommend the following:

To understand the overall information architecture of this learning site, the team may need another round of broad qualitative research.

 

While we looked at what students will do about a particular lesson or type of lesson on the site, we may need to know what drives them to continue and complete a lesson vs lesson abandonment.  

  • The team will need to gauge the effectiveness of this design by testing with the students who will use this site

  • We need to test different ways of keeping the student user on the site so that they complete the lesson. Perhaps add more engaging content to capture the student's interest 

  • Next round of usability testing should be done as a hi-fi prototype with specific lessons specific to the students

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