ActiveTeam Mobile App
Active911 is a software company that coordinates with dispatchers to send notifications to emergency first responders. This is facilitated by their flagship product, ActiveAlert.
I designed the company's second product, a scheduling platform, in Q2 of 2020 and spent Q3 and Q4 adding features to it.
In January 2021 we conducted user interviews to see why the product didn't have the adoption rates we expected. It turned out that the legacy issue of non-admins not having access to the website was problematic enough for entire agencies to not use the product, despite the fact that the product and new features were meeting their needs.
Market Research, Customer Interviews, User Flows, Wireframes, High Fidelity User Interface and Interaction Design
Mid January 2021
Based on the suggestions from users, we determined that creating a mobile app with an easy account creation and recovery flow would make the product accessible to non-admins.
Because of business objectives and deadlines, I was given 10 days to create and ship the mobile version of the scheduling product.
After the desktop scheduling app had been deployed in a beta state for four months, a product manager and I conducted 7 in-depth customer interviews to uncover the unmet needs of the scheduling product, as it had not reached the numbers we expected.
We used the Jobs To Be Done method to uncover what was missing in the product.
The interviews revealed that the reason agencies had not adopted the new product was because, despite admins being willing to use it, their personnel did not have easy enough access to the product to check schedules.
Active911 has a mobile app for receiving incoming alerts, as well as an online portal for managing devices, users, alerts, billing, etc.
The online portal requires an Active911 user account to log in, but the mobile app only requires entering a device code that admins distribute to non-admins.
All admins have an account so they can manage the agency, but most non-admins do not have accounts because they strictly use the mobile app.
Because of this, admins would create the perfect schedule, but the hurdle of getting every non-admin in the agency to create an account and log in constantly to check their schedule was too big for the agency to adopt the Active911 scheduling product.
Based on conversations about solutions with the 7 admins, it was determined that a mobile app was needed. The app needed to have a robust onboarding flow to accommodate all of the account statuses of non-admins. It needed to show when the user worked, who they worked with, and give access to all the other shifts going on in the department.
DEFINE ACCEPTANCE CRITERIA
Working with the product managers, we decided to make an MVP as soon as possible to validate that the solution would increase product usage. This meant delivering a fully annotated app in 10 days. Using the notes from the user interviews, we decided what we would need as a bare minimum to validate the solution, and brainstormed the near future.
Create a new account
Recover an account without knowing the email
Recover an account without knowing the password
Log in with an existing account
Email validation for everyone
See which days I work and who I work with
See any day to see who is working
Future (to achieve parody with desktop)
Users can claim shifts
Users can request shifts
Admins can approve/deny shift requests
Future (deviation from desktop)
Users can trade shifts
Integration with flagship alerting app
I started with the most complicated part of the app, which was taking into consideration all of the different scenarios that non-admins would be in when on the landing page, and how we would go about bringing the user through the smoothest flow possible, from their end. We knew that if it wasn't dead simple there would not be mass adoption.
For this I used LucidChart to organize the flow. I spent hours with the product managers and developers refining this process to account for security issues and edge cases.
Additionally, I designed what the onboarding flows would be once we determined whether the person needed to recover an account or make a new one.
I referenced the flow charts to make digital sketches, wireframes, and polished UI while checking in with the product team before moving on to each stage.
The first thing I did when it came time to work on the main calendar view of the app was to look around and find inspiration. From there I created wireframes, checked in with the product team, and polished the UI.
State of the Art
The app is still in development as of mid April 2021, but here is a screen recording of logging in for the first time. The functionality of viewing schedules in the calendar is not yet complete.
After delivering the annotated designs in January 2021, the final product is due to be in the app store by the end of April 2021.
We have since checked back in with those we interviewed to share the designs and hear their thoughts. Everyone we talked to is super excited about getting the app in their personnel's hands.
Check back soon for updates!