FirstNet
Push-to-Talk
A mission-critical communication solution for first responders and public safety personnel. This walkie-talkie-style system enables:
Instant, reliable one-to-one and group communication
Rapid information exchange in emergency situations
Enhanced coordination among response teams
FNPTT streamlines critical communications, improving overall emergency response effectiveness.
01 Role
I led a design process that included facilitating design sprints, creating and refining user flows, developing digital wireframes and prototypes (low to high-fidelity), conducting usability testing, and iterating designs based on user feedback and team input.
I worked with 2 other UX/UI Designers, 1 Senior Designer, and 1 Project Manager.
02 Final Design
Easy to use to walkie-talkie app
The team and I want the FNPTT app to provide a truly interoperable, easy-to-use mission-critical push-to-talk experience for first responders and independent volunteers.
We aim to reduce first-responder time spent during incident reports on scene and quickly get agencies to collaborate and resolve ongoing emergencies.
03 The Problem
First responders require a robust, instant communication system to coordinate effectively during emergencies, ensuring rapid support mobilization and efficient disaster management.
How might we enhance FNPTT's features to provide first responders with seamless, instant communication capabilities, enabling more effective coordination and faster response time during emergencies?
Communication Challenges
First responders struggle with communication across numerous agencies, often resulting in connections to incorrect personnel or channels. This miscommunication risks compromising response efficiency.
Communication Overload
First responders spend a significant portion of their on-duty time managing communications. They handle numerous calls and messages of varying relevance, frequently update stakeholders on scene situations, and often wait for instructions or responses.
Communication Disruptions
Interruptions to first responders' communications, whether due to low network coverage or server overload, can lead to app failures or unexpected logouts. These disruptions significantly increase workload and potentially jeopardize mission-critical operations.
Button Discoverability Issue
First responders who use the app to send emergency calls have a difficult time interacting with and locating the emergency button.
Dual-Function Confusion
Emergency alert button acts as both status of the emergency and a button to send an emergency alert which is confusing for users.
Active Alerts List Accessibility
Users have trouble finding the list of active emergency alerts in their groups.
04 Approach
Strategy:
Our key strategy to support our mission is to streamline FNPTT's user experience, minimizing friction for first responders in their daily communication and collaboration.
To achieve this:
We implemented two-week design sprints to efficiently improve multiple FNPTT app features within our tight timeline. Each team member led a sprint for a specific feature, enabling simultaneous development and optimizing productivity. This structured approach balanced thoroughness with time efficiency, allowing us to tackle unique challenges while swiftly progressing toward our objectives.
Our Process
Planning (Team Collaboration)
Assign feature ownership for improvements. Feature owner presents feature history, existing user flows, and current design issues to the team.
Ideation and Critique
Feature owner develops design improvements and aligns with team vision. The team provides feedback and offers constructive critique. Then the feature owner refines designs based on feedback and generates new ideas as needed.
Rapid Testing (Feature Owner)
Feature owner creates mid to high-fidelity designs and develops an interactive prototype. Also conducts user testing sessions.
Team Verification
Feature owner presents testing results to the team. The team discusses user feedback, potential iterations, and next steps.
Final Verification
Feature owner implements final iterations and presents improved feature to project manager. Project manager reviews improvements and provides final feedback.
Ideation and Critique
I conducted multiple rounds of ideations for the FNPTT redesign, each followed by team feedback sessions. After developing initial concepts, I presented them to my teammates, who provided valuable insights and constructive critiques. This iterative process allowed me to refine designs based on collective expertise, addressing potential issues before user testing. The final ideation, shaped by these collaborative reviews, was then prepared for usability testing to validate our design decisions with actual users.
Rapid Testing and Verification
I conducted usability testing for the final FNPTT redesign iteration with first-time users, simulating the experience of new first responders. This testing revealed key insights into the design's effectiveness and areas for improvement. I then presented these findings to my team, sparking collaborative discussions on addressing user pain points.
Based on the test results and team input, I made final improvements to the design, ensuring our solution was both user-friendly and aligned with first responder needs. This process of testing, team review, and iteration allowed us to create a more robust and intuitive interface for critical emergency communications.
05 Solutions
Redesigned the Call Screen
The Call page redesign focused on simplifying the interface and enhancing usability for first responders in high-pressure situations. Two major improvements were implemented:
Prominent Push-to-Talk (PTT) Button:
The PTT button was enlarged and centered on the screen, with a clear "Push to Talk" label added. A drop shadow effect was incorporated to enhance its visual prominence and affordance as an interactive element.
Streamlined Feature Access:
Key features including emergency alert, messaging, video, and audio were reorganized into a row at the bottom of the screen, mirroring the layout of the FNPTT homepage. This familiar arrangement improves feature discoverability and ease of access during critical communications.
Redesigned the Emergency Alert Feature
The Emergency Alert feature redesign focused on improving clarity, accessibility, and user interaction in high-stress situations. Two key improvements were implemented:
Enhanced Alert Button Functionality:
The alert button was redesigned with explicit labels "Send Alert" and "Cancel Alert" to clearly indicate its dual function. This change addresses user confusion about the button's state and purpose, enabling faster and more confident interactions during emergencies.
Interactive Header with Real-Time Alert Count:
The header was made interactive, displaying a real-time count of active emergency alerts. This enhancement improves situational awareness and provides an intuitive access point to view detailed alert information, addressing previous discoverability issues.
- Project Manager
06 Impact
Process
Collaborative Innovation:
My leadership in design sprints and ability to synthesize team feedback fostered a collaborative environment, resulting in innovative solutions that advanced the FNPTT app's capabilities. This approach not only improved the app but also enhanced the team's problem-solving dynamics for future developments.
Product
Enhanced Emergency Response Efficiency:
By redesigning the Emergency Alert feature with clearer labels and improved accessibility, I reduced potential user errors and response times in critical situations, potentially saving lives.
07 Challenges
Limited User Access
Difficulty recruiting first responders for testing led to using civilian participants, potentially affecting feedback authenticity.
Time Constraints
Tight project timeline required prioritizing certain improvements, challenging resource allocation and feature focus decisions.
High-Stakes Design
Creating intuitive, reliable interfaces for emergency use demanded innovative solutions to ensure effectiveness under stress.
08 Future Strategies
Earlier Stakeholder Involvement
Engage key stakeholders from the start to align design goals with organizational needs and reduce late-stage revisions.
Expanded User Testing
Allocate more time for user testing, including efforts to recruit actual first responders, to gather more authentic feedback.
Prototype in Real-world Conditions
Test prototypes in simulated emergency scenarios to better evaluate the design's effectiveness under stress and time pressure.
