Objective of Solution
A digital platform in “COVID-19 Stranded Migrants Helpdesk Platform” for helping in efforts of NGOs and Govt of Jharkhand towards reaching out to the migrant workers from Jharkhand state who have got stranded in other states due to the Covid-19 pandemic and the subsequent lockdown imposed across states.
Facts
Research, Design, Development, and everything was covered in just 3 days for the first release, in almost a hackathon mode!
Background Details
Due to the Covid-19 pandemic followed by lockdown, migrant workers from States like Jharkhand have landed up in very difficult situations that need explicit attention and support specifically through Government channels.
Role & Duration
Solely UI/UX Designer
Interviews, Personas, Task Analysis, Sketches & Wifreframes, UI Design, Prototyping, Testing & Coding
March - May 2020
Partnership
Who are the users?
Helpdesk Members
To connect by call, fill the data and status for follow-up of stranded Migrants
Authority Admins
To check the analytics of the follow-ups, recorded data and generate reports
NGO Members
To generate the report and follow-up with Migrant in nearby connected areas
Problem
The data was being gathered using Google forms but Authorities soon realized that with the quality of data gathered and manual mode of reporting and visualization, it will soon be a nightmare to carry out their day-to-day activities. Besides, it would have led to slippages, gaps and ineffective tracking.
UX Process
Because of agile and immediate deadlines, we adapted the double diamond User Experience Design Process
phase 1 - discover
User Research
The whole week, every day 3-4 Zoom meetings were conducted with NGO Team, Govt. IT Officers and Helpdesk Operators Research surrounded:
- Understanding the needs and context of use.
- Understanding the procedure of collecting the data of migrants.
- Level of roles in the tracking and follow-up with migrants.
- Demographics, History Data management & Record Call Details
phase 2 - Define
Qualitative Information
User research was quintessential. I gathered as much as I could from the end-users to understand the challenges they face and how they see the app making a difference in optimizing pain areas.
- Higher productivity in handling requests and collaborating for reaching out to the needy
- Consolidated and reliable data quality
- Effective collaboration amongst Government and non-government organizations and channels
- Leveraging data analytics and visualization for identification of hotspots and effective prioritization
- End to end closure of Help Request
- Dashboards and automated report generations
User Personas
The research made it evident how different users would use the app differently. To cater to this, I categorized them into three user profiles based on their goals and tasks
The Solution & Goals insights
After conducting user interviews, contextual inquiry and analyzing the gathered data, I was able to categorize the insights into these 3 categories
End-to-end management of helpdesk requests including follow-ups, tracking and closures on all help requests, collaboration with Government departments and Civil Society Organizations, automated generation of Reports, dashboards, analytics and data visualizations.
Information & Userflow Overview
Sketches & Wifreframes
For immediate testing with the user using a minimum of resources. Example: wireframes, paper prototype.
I opted to sketch my designs on paper. I used paper prototyping techniques to bring designs to life and evaluate them with our users.
DESIGN PRINCIPLES
- Aesthetic Integrity - Aesthetic integrity represents how well an application's appearance and behavior integrates with its function. Demonstrate respect and empathy for their time and attention through thoughtful and elegant craftsmanship.
- Clarity - Eliminate ambiguity. Enable users to see, understand, and act with confidence.
- Efficiency - Streamline and optimize workflows. Intelligently anticipate needs to help users perform tasks better, smarter, and faster.
- Design as the "Mutual Friend" - Helping minimize uncertainties and setting expectations is critical for the user. Remedy lets users know that we care, are there for them, and will do everything to help. Like a good friend, who accompanies you to the hospital, we're there for you when you need us.
Admin Dashboard
Efficiently manage work or collect data from individuals or large groups. View built-in reports getting insights for faster decision making
- Dashboard for Admin
- Assignment for follow-up action
- Prioritization of call records based on severity and urgency
- Saving follow-up action details
- Charts and Visualizations
- Prioritization of call records based on severity and urgency
Admin Management
Manage User, Organizations and Report Generation in three levels
- Manage User
- Add/Delete Users
- Manage Organisation
- Generate reports with timeline State, National and District Level
- Adding or removal of a member, change in designation, permissions for each user are based on the organization data.
Assignment & Status of Migrants
Manage User, Organizations and Report Generation in three levels
- Form for Follow-up and details for Migrants.
- Assigning the details to other organizations.
Helpdesk Operator
Easy CTA & Never miss out on a task according to priorities
- Onboard CTA for Filling the form.
- List of the records with the status and assignment of the calls.
- Always be aware of the tasks of the Recorded call with the multiple filters and update the status after follow-up.
Migrants Travel Status
Migrants Details & Status of Travel Registrations in every State
- Search the data of Migrants going to travel.
- Status of traveling request and Number of travelers.
Migrants Travel Status
Collaboration moved easy with different NGOs and nearby organizations to follow-up and facilitates help Migrants
- Assigning to other departments/organizations/NGOs.
- Follow-up Status, adding new and History.
Task Analysis
Helpdesk member
professionals & receptionist
Outcomes
- Effective collaboration amongst Government and non-government organizations and channels
- Leveraging data analytics and visualization for identification of hotspots and effective prioritization
- End to end closure of Help Requests
- Visualization and Data Analytics of 1,000,00 Migrants all over India.
Learnings
- Lots of challenges to complete each step of research and deliveries in minimum days of time
- Talking with more people and working with more people gives a lot of new ideas.
- Listen to people (user or stakeholders)
- Engage developers in the ideation stage
- Deliver work in layers
Glimpse over using application in real time
AVAILABLE FOR FREELANCE PROJECTS