HELP ON THE WAY

(Web & Mobile application)
Manage elders' requests for assistance from suitable volunteers
My Role:   UX Designer
Client: 
Winner of the "BeeHive" accelerator grant

BACKROUND

'Dor L Dor' is an NGO established in 2008. The organization's goal is to bridge the gap between the younger and older generation in Israel.
In Tel Aviv, 18,000 elderly people live alone and report feeling 
Lonely

"HELP ON THE WAY" PROGRAM

Help the elderly in a day to day activities and life's hardships

The program was ambitious and had a wonderful volunteer base. Volunteers and requests were handled by a call center using WhatsApp as the main information system. This proved limiting and hindered progress and expansion of the project to other areas and more users. 

THE CHALLENGE

  • Build a friendly, efficient and stable information system, with monitoring and call control capability. 

  • WhatsApp as the main communication system with volunteers. 

  • Make sure that every inquiry is labeled and handled correctly

  • All information needs to be in one place and up to date

On a tight schedule, the plan was submitted to the 'Kaveret' incubator, and won first place!

THE PROCESS

 

 

Dor L Dor has been working in the community for more than a decade, so it was important to me to first understand the existing work methods, get to know the people, and analyze the program’s main strengths and weaknesses.

I conducted surveys and interviewed operators, elders, social workers, senior and new volunteers. I joined the volunteers and management daily, to observe the entire process - from the initial request at the call center, through the volunteer accepting the call, all the way to the elderly receiving the aid at home or outside. Based on my understanding of the organization and its environment, I started brainstorming for the right flow of information to serve both volunteer and operator. I decided to focus on short-term goals that comprised the initial MVP.

The next step was wireframingprototyping, designing, developing -  and eventually usability testing.

 

The original WhatsApp group was divided into smaller groups to reduce as much “noise” as possible. Data collection and storage processes were refined for easier input.

 

I wanted to save the operator's time and minimize workload. Every inquiry had to be categorized and stored efficiently, and the entire volunteer base had to be rearranged by common features and geographic proximity.

Pixel perfect time

All night long

Pixel perfect time

BEFORE

AFTER

  • Type in the reference manually

  • Phrase a message

  • Manage multiple requests manually

  • No monitoring

> Semi automatic

> Automatically

> Simple interface

> Control system 

The operator

  • Receives irrelevent inquiries

  • Large, non-filtered WhatsApp group

> Relevant inquiries

> Small groups, less alerts

The volunteer

THE OUTCOME

LOGIN PROCESS

HOW DOES IT WORK?

Operator 

Call center

24/7

The operator receives a new inquiry from an elderly person / social worker

Inserts data to the system

SMART SYSTEM builds a modified message

Message to

RELEVANT groups only

NOA  (Volunteer) opens the link

RELEVANT  information 

NOA (Volunteer)  accepts the call

Verifying confirmation

SYNC to your calender

FULL information

KNOW MORE about the elder

DIRECTIONS & REMINDERS 

What happens if somebody else already took the call?

מיכאלה בראל

THE MEETING

1/5

SEND FEEDBACK

RECEIVE BADGE

WOULD YOU LIKE TO JOIN? 

Design: BenShnaper 

It's really the end. Thank you for stopping by  ©   2020        Shiran Ronen

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