First Aid app

The purpose of first aid is to save life and health- that is definitely the most important for all of us. Surely, the problem is exceptionally serious and challenging. The question which started the project was: How technology can help emergency service work better and contribute to saving more lives?

Date

May 2018

Context

Concept, design workshops

Methods & Tools

Persona, User Journey Mapping, User flow

Challenge

The goal of the app is to create a digital solution that uses geolocation to call for nearby rescuers in case of an emergency. The design challenge was to build a solution that supports the emergency center to prioritize the alerts and send help during the waiting time for an ambulance. Thanks to that, a process can be more efficient and send help everywhere as quickly as possible. Moreover, the social impact of this exercise is to promote the idea that everybody can save someone’s life, not only a professional lifeguard but also any of us who is willing to help and knows the basic rules.

The problem

Several problems that appear in the emergency service in many countries, including Poland, were a starting point while discussing the app concept.  Some of the main pain points, that were challenged to be solved are:

1. Low efficiency of ambulances.

It happens that there are many calls and not enough ambulances to go – it leads to the problem that sometimes help is been sending too late.

2. Prioritizing issues.

Receivers of emergency calls are not in charge of moral judging whether an issue is more important than another. However, it happens that help might be called unnecessary, while in other cases every second matters.

3. Low level of knowledge about first aid.

Even though we are all educated in first aid basic rules, people under pressure or in panic very often don’t know how to behave during an accident. Uncertainty or being afraid to harm an injured person can lead to not providing help at all.  

My process

The design process included initial discussion and research regarding noted problems, different sides of the app usage, empathize with users – their needs and mental models. Moreover, the process included ideas of the business model, that could fund the app. After these activities, a set of assumptions were defined and translated into a prototyped design solution, which could be a baseline to validate the idea with stakeholders and users. 

Ideation

Strategy

On the initial stage of the process, I established the core foundation and function concept. The main goal is to bring a digital solution that uses geolocation to call for nearby rescuers in case of an accident, to support emergency centers. 

Following the objective, the platform includes different functionality panels- for Witness to call for help, and for Rescuer to receive and manage alerts. The Witness panel is a solution to call for help, working as sent quick essential information to the emergency center and nearby rescuers, who can get to the place before ambulance appears. Moreover, through the app could be provided feedback to the witness to remind first aid rules, inform about the state of alert and contact with professionals.

The Rescue panel serves as a solution to receive alerts about nearby accidents to come with help as quickly as possible while waiting for an ambulance. It means support to the emergency center and help with organizing and prioritizing issues. The solution gives an opportunity to contact with the witness- give advices and resolve their doubts.

Besides, the business model is grounded on a subscription for Patient. This panel is an extra service that works as remote health care with a medical record of the patient with special call for help.

User insights

Personas and User Journeys

To better empathize with users’ behavior, I used the User Journey Map technique to represent scenarios of the accident, as well before and after the action. Personas and their stories give a great start in understanding the users’ motivation, goals and frustrations.

The concept of the platform sets panels for three types of personas: rescuer, witness of the accident and a patient who is monitoring his health. 

1. Rescue 
Mark, 36, has First Aid Certification, actively supports social initiatives

Motivations: eager to help people; wants to share his knowledge with others; feel proud and satisfied when can do something for society;
Concerns: bothers him that he can’t always come with help cause of circumstances;

2. Witness

Annie, 42,  claims that providing first aid is a moral duty of everyone

Motivations: wants to be well prepared for any situation; wants to be supported with instructions or professional advice;

Concerns: she doesn’t think straight in strong emotions; she is afraid that instead of help she will harm the person; not sure if her knowledge and assumptions are correct.

3. Patient 

John, 67, has an ischemic heart disease 

Motivations: takes care of his health; wants to be prepared in case of a dangerous situation

Concerns: worried about his life; is afraid that waiting too long for an ambulance can decrease his chance.

With visual graph I represented the journeys of two personas- Rescuer and Witness, to show the user journey while the accident, pointing the emotional state, problems which appear and features opportunities to improve the experience.

Takeaways

In this UX Study I wanted to tackle a problem of first aid awareness in the social context, as well considering opportunities which technology brings us today. I truly believe that designers should play a big role in creating systems that matters, and share their abilities to be part of making our world better place. 

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