HELP ON THE WAY
(Web & Mobile application)
Manage elders' requests for assistance from suitable volunteers
My Role: UX Designer
Winner of the "BeeHive" accelerator grant
'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
"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.
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!
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 wireframing, prototyping, 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
Type in the reference manually
Phrase a message
Manage multiple requests manually
> Semi automatic
> Simple interface
> Control system
Receives irrelevent inquiries
Large, non-filtered WhatsApp group
> Relevant inquiries
> Small groups, less alerts
HOW DOES IT WORK?
The operator receives a new inquiry from an elderly person / social worker
Inserts data to the system
SMART SYSTEM builds a modified message
RELEVANT groups only
NOA (Volunteer) opens the link
NOA (Volunteer) accepts the call
SYNC to your calender
KNOW MORE about the elder
DIRECTIONS & REMINDERS
What happens if somebody else already took the call?
WOULD YOU LIKE TO JOIN?