TeleTracking - Helping victims of disasters
Throughout man-made or natural disasters, hospitals face a surge of patients and non-patients alike, looking for medical care, shelter and protection. Seeking help at hospitals that are already overstrechted may cost the lives of injured victims. Citizens must therefore be directed to shelter locations capable of accommodating them.
Haven is an app that helps citizens to better prepare themselves to survive hurricanes and to relocate to shelters other than hospitals.
5 person team
Master's Capstone Project
Conducting co-design activities
Paper + Pencil
Haven is an app designed to help special medical needs citizens and their caregivers to find the most appropriate shelter from an upcoming hurricane. Users will be able to:
Understanding the Problem Space
We met with TeleTracking to better understand the problem space. We asked them what their main goals for the project were, explained our design process and conducted a joint design activity with them: they were asked to create a TeleTracking persona, somebody that would impersonate the company's main values and goals.
Initial Research Methods
In the first three months, the team focused on understanding the problem space, using different techniques:
To better understand how the general population deals with disasters.
To get a broader view of different kinds of disasters and how people are affected by them.
To get specific points of view from hospitals, disaster experts and disaster survivors.
To identify general problems faced by disaster survivors.
By initially concentrating on ordinary citizens who had already been through a disaster, some of our key findings were:
When facing a disaster people might panic and not follow the procedures, even if they know them.
Supermarkets may be used as shelters since they could provide heat and electricity.
Disaster preparedness and knowledge often comes from school, movies and the news.
We submitted a survey to MTurk to obtain additional information on areas we still had a gap on secondary research data. The survey was answered by 98 people that had experienced disasters.
We found out that hospitals are still a fairly popular shelter location.
We wanted to understand the main reasons why people seek shelter at hospitals:
We decided it was important to acquire additional detailed information on some particular areas. In order to obtain it, we conducted interviews with:
Some insights were:
In order to better understand all the information obtained from interviews, we set up an affinity diagram to cluster information.
Generating Initial Ideas
After research, we generated and tested ideas by using the following methods:
STORYBOARDS & SPEEDDATING
In order to generate more ideas in a faster and more creative way, we first used our stakeholder model to identify pain points between the entities and the values exchanged by them.
By generating ideas through design sprints, we were able to be creative and think out of the box. The methods used were:
Pitching viable ideas based on previous research.
HOW MIGHT WE
Thinking about how we might solve previously identified problems.
Generating 8 different ideas in 8 minutes.
Collaborative sketching to generate solutions based on How Might We prompts.
Storyboarding & Speeddating
From all ideas formulated in the design sprint we selected the most promising ones and created 6 storyboards, each portraying a different solution. Selected ideas focused on citizen redirection (2x), hospital expansion, forcing citizen action, tracking non-patients, having non-patients at hospitals as volunteers.
In order to evaluate our ideas we had an onsite client meeting, where we showed them the storyboards and evaluated their reactions. We wanted to understand whether or not users would feel the need for using and adopting our proposed solutions.
The client reacted well to the ideas, but indicated that:
Reverse assumptions and 20 questions
Taking into account client feedback, the team conducted another design sprint, using a methodology that would help us reframe the problem and look at it from a new perspective.
The team discussed the ideas generated after the Reverse Assumption activity and created a low-fidelity prototype of our main idea: an app for citizens to obtain real-time information from shelters. We then created and tested screens with users by conducting think alouds.
Each team member separately created low-fidelity screens for the whole app flow. These screens were then compared and combined into a final medium-fidelity version.
The team travelled to Florida to test our solution with caregivers, special medical needs citizens and general citizens who had been through hurricanes. We followed a protocol and had user's thinking-aloud to understand their mental models while using the app.
Co-design activity at hospital
To better understand how hospitals would better benefit from the app collected data, we conducted a co-design activity with data analysts at a hospital in Naples. Participants were given 50 words related to the problem domain and had to organize a data dashboard of their interest.
Along many rounds of in-person and remote user testings, the idea and screens evolved.
This screen flow demonstrate the user experience of navigating through the app.
Some potential features are expressed on the roadmap, such as expanding the service to paid caregivers, who would interact with the app differently than family caregivers for example.