Julie Wynn & Chris Webster - Designing for Emergency Services

Cf9808b306096a913709da756edeb665?s=47 UXAustralia
August 27, 2020

Julie Wynn & Chris Webster - Designing for Emergency Services

Our challenge: transform mission-critical emergency services alerting infrastructure to a more contemporary approach that works for 55,000 career and volunteer emergency services personnel across three agencies.

Creating a user-centric application isn’t about applying a UX tool or process here and there, but deliberately focusing on what the users need, and employing the right tools and techniques at the right times.

Hear about the challenges we faced when designing one app for three emergency services in Victoria, the tools and processes used and how we created positive change

Cf9808b306096a913709da756edeb665?s=128

UXAustralia

August 27, 2020
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  1. Written by Designing for Emergency Services UX Australia 27 August

    2020 Julie Wynn UX Developer | Manager Chris Webster Experience Design | Director Presenters
  2. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Today Emergency Alerting System In use since 2006 to alert both career and volunteer emergency personnel of emergencies, via one-way pager messages, throughout Victoria.
  3. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Future Supplementary Alerting Service Application (SAS app) A government sponsored phone and web application built on the latest technology, with an intuitive interface, co-designed alongside Victorian emergency services personnel.
  4. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. 2018 2019 October 2018 74 High-Level Requirements 2017 2006 One-way pager messages - Emergency Alerting System launched In late 2017, agency representatives commenced a process to develop the objectives of the SAS project. July 2018 3706 survey response July 2019 SAS project kicks off
  5. Section divider over two lines or three lines How can

    we design one application that will support three different emergency services? The challenges we faced
  6. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. CHALLENGE 1 Everyone has a vision of what the app will be RESPONSE TO SURVEY 48% Firefighting Service 27% Ambulance Service 1% Coast Guard Association 24% Emergency Service HIGH-LEVEL REQUIREMENTS 49% Management requirements 14% Application requirement 14% Mapping requirement 27% Message requirement
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    limited by a scheme approved under Professional Standards Legislation. CHALLENGE 2 Conflicting opinions Survey response It should be noted that for every comment made by a respondent, there was at least one comment saying the exact opposite. “
  8. “ There are two types of problems, there are puzzles

    and there are mysteries. Gregory Treverton © 2020 Ernst & Young, Australia. All Rights Reserved. Liability limited by a scheme approved under Professional Standards Legislation.
  9. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Converging Deliver Diverging Develop Converging Define INSIGHT Diverging Discover RESEARCH PROTOTYPE IDEATION The Double Diamond Model OUTCOME CHALLENGE DEFINE EXECUTE
  10. Section divider over two lines or three lines Why do

    emergency services personnel need a Supplementary Alerting Service app? The current system
  11. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Jim is heading to Pager alert Emergency Country Fire Authority (CFA) scenario using the current paging system One example: the paging system only allowed staff and volunteers to receive alerts; there is no way to respond through the same system. Pete is currently having a shower and hasn’t seen the alert and doesn’t know Jim isn’t planning to go to the station. Jane gets an alert and heads to the station. He needs to wait for Pete or Jim to pick-up the truck. Jim looks up the event address and see he is closer to the event than the station and decides to go straight there. Jane is waiting at the ?? No one knows where Pete is station event
  12. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. CFA scenario using the new service The new service will allow staff and volunteer to acknowledge receipt of the alert, and provide their status, as either “Attending”, “Unavailable”, or “Other”, and opt-in to end-user location tracking to the event or unit/station. Jane can see Jim isn’t coming to the station, therefore calls Pete to make sure he does. Jane is waiting at the Pete is on his way to the station Jim is heading to station event Jim sees he is closer to the event, and let’s the team knows he is heading straight there. Pete hasn’t seen the alert but gets a call from Jon, and afterwards sets his status as heading to the station.
  13. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Requirement overview Message Management ► Paging Groups ► Emergency Alerting System (EAS) Alerts ► Alert Acknowledgement ► Notification settings ► Internal Messaging User Requirements for staff and volunteers’ activities in SAS. Management Requirements for the management of events, users, and the application itself. Privacy ► Tracking ► Availability ► Qualifications ► Internal Messaging Mapping ► Map types ► Turn by turn Navigations ► Points of interest Dashboard ► Tracking multiple events ► Group availability threshold
  14. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Step 1 – Rip up the brief Going back to challenge 1 The client has gone through 3706 survey response Developed 74high-level requirements … and we’re going to completely ignore it Diverging Converging Discover Define INSIGHT DEFINE Rip up the brief RESEARCH
  15. Design thinking is the practice of exploring research and ideas

    widely, narrowing insights down to likely solution candidates “ Christina Wodtke
  16. Section divider over two lines or three lines Who are

    we building this app for? Workshop time
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    limited by a scheme approved under Professional Standards Legislation. Diverging Converging Diverging Converging Discover Develop Define Deliver OUTCOME CHALLENGE RESEARCH INSIGHT IDEATION PROTOTYPE DEFINE EXECUTE Kicking off the discovery phase
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    limited by a scheme approved under Professional Standards Legislation. Step 1 – mix up the groups 24 August 2020 Presentation title Page 18
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    limited by a scheme approved under Professional Standards Legislation. Audience prioritisation Divide the dollar Face-to-face Variation 1 Online voting Variation 2 Audience streams
  20. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. DIVERGING Step 1-3: Write down everyone involved Ambulance Victoria (AV) Hospital ► Paramedic ► Supervisor ► Senior Team Manager ► System Admin ► Area Manager … City: Geelong, Belmont, etc. Victoria State Emergency Service (VICSES) Unit ► Responders (volunteers) ► Unit Controller ► Unit Duty Officer ► Regional Manager … Regions: Central, East, etc. Country Fire Authority (CFA) Station ► Brigade ► Support volunteer ► Firefighter ► Chief Officer ► Duty Officer ► Controller ► District OM … District: 01, 02, etc.
  21. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Step 2-3: Group roles from each agency together AV team manager VICSES Unit Controller CFA OIC Commander AV Regional Director VICSES Regional Manager CFA Assistant Chief Officer AV Area Manager VICSES Regional Officer EM CFA District OM AV senior team manager VICSES Regional Officer EM CFA Commander Dual roles VICSES Volunteer CFA Brigade Duty Officer CFA Commander
  22. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Step 3-3: Prioritises users into tiers of importance Tier One Responder Paramedic, volunteers, firefighter, etc. Dual Role Responder Multiple agencies (CFA & VICSES), or Multiple roles (team, area, or region manager) Tier Two Managerial System Administrators, HR, rostering State Management Requires a high-level view of events. Where are my brigades or units currently?
  23. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. What did we learn by the question ‘who are we building SAS for’? Diverging Converging Diverging Converging Discover Develop Define Deliver OUTCOME CHALLENGE RESEARCH INSIGHT IDEATION PROTOTYPE DEFINE EXECUTE
  24. CONVERGING Matching Target Audience to Paging Groups Jim is part

    of three different paging groups VICSES Melbourne unit staff CFA Melbourne brigade member CFA Melbourne brigade duty officer If we were to use the agency’s identity login, Jon would have to log in and out of each account to use them. Paging Groups INSIGHT © 2020 Ernst & Young, Australia. All Rights Reserved. Liability limited by a scheme approved under Professional Standards Legislation.
  25. Section divider over two lines or three lines What do

    emergency personnel need from SAS?
  26. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Back to the workshop Diverging Converging Diverging Converging Discover Develop Define Deliver OUTCOME CHALLENGE RESEARCH INSIGHT IDEATION PROTOTYPE DEFINE EXECUTE
  27. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Proto-persona and User stories Proto-persona High level / Short timeframe Who Name, Job title, Picture Attitudes / Beliefs How would they see themselves, their hopes / concerns and their opinions on your org etc. Demographics Age, Gender, language, where, who, computer smarts, important to know items etc. Needs / Goals The expectations that this person would be hoping to achieve. User stories High level / Short timeframe COULD SHOULD MUST As a I need to So that I can
  28. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. I want to … so I can … AV Tier One responder I want to see the exact/verified location on a map so I can respond to the exact location VICSES Tier One responder I want to see where the event is located and get directions so I can respond effectively CFA Tier One responder I want to let station/others know I’m on route to station or directly to the event so I can let members know how many (with each qualification) are responding to this event “ “ “ Gemma Paramedic Tim Volunteer Firefighter Lisa Volunteer
  29. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Agency alert response scenarios Gemma: AV Paramedic Gets an alert and heads to the exact/verified location on a map Lisa: VICSES Volunteer Can see she is closer to the event and heads straight there Tim: CFA Volunteer Firefighter Can see he is the only driver free so lets the team knows he is heading to the station
  30. Section divider over two lines or three lines How can

    we adjust one workflow to align to three agencies?
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    limited by a scheme approved under Professional Standards Legislation. Workflow Decision workflow High level / Short timeframe Start Do I want to do this? Will it likely end in disaster? Will it make a good story anyway? Do it Don’t do it
  32. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. DIVERGING Agency alert response decision workflow AMBULANCE VICTORIA COUNTRY FIRE AUTHORITY VICTORIA STATE EMERGENCY SERVICE
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    limited by a scheme approved under Professional Standards Legislation. Gemma, AV Staff Travels to event Reached event No tracking allowed Travel to event Travel to Event Travel to Station Agency alert response scenarios (SAS workflow) Acknowledged msg Start tracking Restarts tracking Reached station End tracking Acknowledged msg Start tracking Reached event End tracking Tim, CFA Volunteer Lisa, VICSES Volunteer Reached event End tracking Pager Alert received Pager Alert received Pager Alert received
  34. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. How do we cater to all the scenarios? Diverging Converging Diverging Converging Discover Develop Define Deliver OUTCOME CHALLENGE RESEARCH INSIGHT IDEATION PROTOTYPE DEFINE EXECUTE
  35. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. CONVERGING Permission matrix and Business rules To future proof and make it easy to adjust rules are based off Paging Groups instead of agency Paging Groups Alert Acknowledgement Mapping / Navigation Tracking AV Paging Groups CFA & VICSES Manager Paging Groups CFA & VICSES Responders Paging Groups © 2020 Ernst & Young, Australia. All Rights Reserved. Liability limited by a scheme approved under Professional Standards Legislation.
  36. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Time to ideate Diverging Converging Diverging Converging Discover Develop Define Deliver OUTCOME CHALLENGE RESEARCH INSIGHT IDEATION PROTOTYPE DEFINE EXECUTE
  37. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Low-fidelity prototyping Paper prototype Rapid prototyping Wireframe Click through Designs Click through
  38. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. DIVERGING Paper prototyping prep Paper (rapid) prototyping is the process of sketching/drawing, cutting and rearranging paper elements to represent an application screen.
  39. None
  40. AV CFA SES table 1 table 2 table 3

  41. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. CONVERGING Sorted through the results This truly highlighted Challenge 2: Conflicting opinions. To align these three solutions into one: 1. Chopped up the screens into functionality 2. Grouped similar functionality together We need have a list of sought-after features, aka backlog items for the future phase.
  42. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. CONVERGING And sorted some more… We’ve diverged, now it’s time to converge Checking back with the requirements. Each feature is place into one of the following buckets: 1. In scope (we’ve already agreed to build this) 2. Out of scope (future phase nice to have) 3. Missing piece (we didn’t know we needed this for the success of the project)
  43. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Putting the insights into action Diverging Converging Diverging Converging Discover Develop Define Deliver OUTCOME CHALLENGE RESEARCH INSIGHT IDEATION PROTOTYPE DEFINE EXECUTE
  44. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Low-fidelity prototyping User testing with clickable wireframes
  45. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. Hi-fidelity prototyping User testing with clickable designs for each agency Ambulance Victoria (AV) Victoria State Emergency Service (VICSES) Country Fire Authority (CFA)
  46. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. STAGE 1 Prototype What do emergency personnel need during an alert? All the information needed on one screen
  47. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. STAGE 2 Prototype How can we make the alerts clearer? Clear visual cues
  48. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. 2018 2019 2020 July 2018 3706 survey response October 2018 74 High-Level Requirements 2017 In late 2017, agency representatives commenced a process to develop the objectives of the SAS project. 2006 One-way pager message Emergency Alerting System (EAS) September 2020 EMV SAS App launched 2020 Two-way communication Supplementary Alerting Service (SAS) July 2019 EMV SAS project kicks off 2021 SAS V2.0
  49. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. 2019 2020 July 2019 Kick-off ► Requirement validation ► Design workshop ► Technical workshop x 3 ► Infrastructure ► Mapping ► Identity management ► 1-on-1 user testing ► Navigation and Paper prototype August 2019 ► Wireframe and Concepts ► 1-on-1 user testing ► Revised wireframe ► Workshop findings playbacks ► Design concepts presentation ► Design presentation ► Proof Of Concept (POC) September 2019 Alpha prototype Event overview alert process ► Alert info ► Map ► Attendance list ► Event chat Alpha revised First App Release (5 apple/android users) October 2019 Beta prototype ► Profile/Settings ► Notification ► Setting availability ► Home / landing page Beta revised November 2019 ► Login workflow Development build ► Availability ► Dashboard ► Chat ► Etc. Jan - March 2020 Dev cont. Backlog features Develop/Add additional functionality from backlog list created from workshops December 2019 Dev cont. Second App Release (25 apple/android users) June / July / August 2020 Dev cont. Multiple App Releases User Acceptance Testing (UAT phase) Project milestones and activities September 2020 Supplementary Alerting Service (SAS) Live deployment
  50. © 2020 Ernst & Young, Australia. All Rights Reserved. Liability

    limited by a scheme approved under Professional Standards Legislation. How can we design one application that will support three different emergency services? Rip up the brief, but do it right Discovery should not be limited by the initial brief – but work hard to make sure your users know you are guided by the work they’ve already completed. Don’t be set in your ways Adjust the way you facilitate your workshop to your audience and what you’re trying to learn from them. Don’t be afraid to join or adjust different styles. Design for flexibility and configurability When you have multiple groups with multiple pathways to one destination, built-in flexibility & configurability is very important You don’t know what you don’t know If you knew you needed it, it would have been added to the brief. That’s why we look elsewhere. Check back in with your users, again and again Make the people you are building for part of the journey, continue to check in with them and validate your work at every stage.
  51. CFA commander The app will greatly assist local brigades and

    help all emergency services work more cohesively together. “
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    Consulting About EY EY is a global leader in assurance, tax, strategy, transaction and consulting services. The insights and quality services we deliver help build trust and confidence in the capital markets and in economies the world over. We develop outstanding leaders who team to deliver on our promises to all of our stakeholders. In so doing, we play a critical role in building a better working world for our people, for our clients and for our communities. EY refers to the global organization, and may refer to one or more, of the member firms of Ernst & Young Global Limited, each of which is a separate legal entity. Ernst & Young Global Limited, a UK company limited by guarantee, does not provide services to clients. Information about how EY collects and uses personal data and a description of the rights individuals have under data protection legislation is available via ey.com/privacy. For more information about our organization, please visit ey.com. © 2020 Ernst & Young, Australia All Rights Reserved. APAC no. AU00003867 ED None This communication provides general information which is current at the time of production. The information contained in this communication does not constitute advice and should not be relied on as such. Professional advice should be sought prior to any action being taken in reliance on any of the information. Ernst & Young disclaims all responsibility and liability (including, without limitation, for any direct or indirect or consequential costs, loss or damage or loss of profits) arising from anything done or omitted to be done by any party in reliance, whether wholly or partially, on any of the information. Any party that relies on the information does so at its own risk. The views expressed in this article are the views of the author, not Ernst & Young. Liability limited by a scheme approved under Professional Standards Legislation. ey.com/au ey.com