HELP ON THE WAY

Web & Mobile application
"BeeHive" Winner
My Role: UX Designer

BACKGROUND

In Israel, 1 in every 3 elders is living alone and reports feeling lonely.
The "Dor l Dor" organization's goal is to bridge the gap between the younger and older generation in Israel.
Our goal is to manage elders' requests for assistance from suitable volunteers.

THE CHALLENGE

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

  • WhatsApp is 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

We divided the project into:

  • Side of receipt the inquiries (by a social worker or elder)

  • Side of the volunteers

    I was in charge of the volunteer side.

OBSERVATION

I started with observe the exist 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.

joined the volunteers and management daily, to understand how the system works today, what works well in it, what is important to preserve? and what their pain points and needs.

THE OUTCOME

SIGN UP

HOW DOES IT WORK?

The operator receives a new inquiry from an elderly person / social worker and inserts data into the system such as topic, location, date, urgency, whether special aids such as a car, professional, etc are needed.

  • Smart System builds a modified message

  • The message sent to relevant groups only

  • Volunteers got the message and can check the inquiry with all the information

  • Noa (Volunteer)  accepts the call

  • Verifying confirmation

  • Sync to your calendar 

  • Full information

  • Know more about the elder

  • Direction & Reminders

  • A reminder is sent

THE MEETING

1/5
  • Feedback is requested

  • Gratitude

SOMEONE ELSE CAUGHT THE CALL?

מיכאלה בראל
  • Entered the lobby of all requests

IN CONCLUSION

  • The project was submitted to the 'Kaveret' incubator, and won first place!

  • Dozens of huge companies in the country joined the project and the workers took part in it.

  • It started in Tel Aviv, and has grown to other cities: Jerusalem, Beer Sheva, Ramla and continues to grow!

Operator side

  • Used to type in all the reference manually - now the process is Semi-automatic

  • Used to phrase a message, today the message sent automatically

  • Managed the data on an Excel sheet, now everything is in a Simple and intuitive interface

  • There was no monitoring at all, today - there is a monitor and control system

Volunteer side

  • No more irrelevant inquiries, only relevant inquiries as defined by the user preferences will recive

  • Smaller groups characterized by topics, time, and location

WOULD YOU LIKE TO

HELP ON THE WAY

Design: BenShnaper 

It's really the end. Thank you for stopping by ©Shiran Ronen | 2021 

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