Tasked with a messy user interface and difficult-to-access resources, my goal was to streamline the searching and browsing experience for users.
As the sole designer on this project, I had to problem-solve and identify current issues with the user interface and experience that required changes and updates. I connected with two members of the first responder community in one-on-one interviews to obtain feedback on the current design, as well as with stakeholders and researchers in a cross-team meeting to hear what areas required attention.
Develop a medium-fidelity prototype for the contracting software company to make changes to the existing Resources tab on the OnCall app. The design will need to feel personalized for the user, simplify available resources, provide more organized descriptions, and make it easier for users to interact with and search for supports they need.
Categories of support to make browsing more digestible
The design features a landing page organized by categories. These categories are intended to group available resources, making it easier for users to locate exactly what they are looking for. It is important to consider that most users using the app will likely be in a heightened emotional state and thus will have less patience than usual when looking at an app designed for mental support.
Simplified layout with descriptions and links to access other resources
Likewise, the improved layout and flow of information when a certain resource is clicked is vital in the user experience. It is important that users know the purpose of the resources (beyond its name), and how exactly they can access it, and when it is available.
“For you” language to encourage a feeling of inclusion and personalization
Interviews with first responders yielded a general consensus that most workers on the job spend most of their waking hours helping other people. It is rare that they receive special attention, especially from supervisors or co-workers, and thus they often feel that they are not appreciated. It is important that all users feel involved in this support and counselling process as its purpose is to improve their emotional state.