Time Frame: 3 months Team: James Young, Tangible UX & Wings co-founder
My Role: project manager, content writer, user researcher, product designer
Tools: Sketch, InVision, Screenflow
As Wings Advocacy grows, the non-profit needs a faster system to coordinate and communicate incoming requests from Santa Cruz County case managers to Wings volunteers through Wings dispatchers. The requests concern homeless individuals that may need assistance with a task like a ride to an interview or a move into a new home.
A multi-user mobile app so requests can be submitted and coordinated on-the-go; there's no longer a need to return home and turn on a laptop. Streamlining the current system means more requests can be fulfilled and more individuals can be supported out of homelessness.
How Wings works
Case managers submit a request to Wings dispatchers asking if a Wings volunteer can assist their homeless clients with a task. Dispatchers reach out to volunteers to determine who can assist with the task. Once they chose a volunteer/s, they notify the case managers and their clients, finalizing the task details.
User Research: I remotely and contextually interviewed 13 people including stakeholders, dispatchers, volunteers and case managers about their attitudes and experiences with the current system.
This helped me gain a deeper understanding of the current system along with user pain points and needs in order to define a problem and project scope.
Empathy Maps: I used empathy maps to identify behavioral, cognitive and emotional patterns in the dispatchers, volunteers and case managers. These patterns would influence the ideation process.
Personas and Scenarios: To remind myself of the users' needs, frustrations and patterns, I created personas and scenarios for the dispatchers (Emily), volunteers (Joe) and case managers (Max).
User Flows: What do the dispatcher, volunteer, and case manager actions revolving a request look like? I created flows for Emily (dispatcher), Joe (volunteer) and Max (case manager) that reflected the actions they needed to take to fulfill a case manager request.
Hypothesis: Inspired by the flows, I formed an objective to steer my design: all users' actions revolve around the case managers' requests. Everyone needs to overview the request information to direct their actions and communicate with one another in case a change occurs.
Ideation: With so many ideas to solve this problem, I wrote and sketched wireframes to identify which ideas were the strongest.
Wireframes: I drew wireframes in Sketch to understand what my paper sketches would look like on mobile. Below is an example of the varied interfaces for the case managers, dispatchers and volunteers when they have to overview the request information.
Prototype: I had a core solution to the problem and needed to test it, so I created 3 InVision prototypes for the case managers, dispatchers and volunteers. Here is an example of the dispatcher prototype from which the volunteer and case manager prototypes stem.
User Testing: Is my design headed in the right direction? Which ideas are working and which aren't? I drove down to Santa Cruz again to find out the answers to my questions.
Affinity Map: I synthesized and categorized my findings to identify what changes needed to be made to the core solution.
Iteration: I applied the changes to the prototypes and added visual design. These will be tested once again. Below is an example of the dispatcher prototype iteration.
• User research proved incredibly insightful in designing a multi-user app from end-to-end.
• More context in user testing helps prevent confusion.
• Lean ux approach was optimal to test important user tasks faster and without distractions.
“I think that at least from a dispatcher perspective it makes my job like 15 times faster, easier… I love it. It would allow me to do more and to take on more tasks without hesitation… awesome sauce.”
- Kelly, Wings Advocacy dispatcher