The Red Cross

An intuitive mobile app that allows volunteers to enter and track client info faster so they can focus on developing rapport with the client

Key activities

User research
Prototype design
Usability testing

Stakeholders

Volunteer leaders
Volunteers

Tools

Figma
Microsoft suite

Overview

Problem and solutions

Amidst natural disasters, the Disaster Action Team in local chapters deploy volunteers to gather client info and gauge resource eligibility. As the organization switched to a digital format, they struggled with a lack of direction, high burnout rates, and low intake accuracy.

Research

User interviews

I conducted six interviews over video with the local leadership team and volunteers. I identified pain points that fell under two major themes.

Inflexible documentation process

Insufficient training during the pandemic

Performing in chaos

Volunteering in a natural disaster requires users to quickly adapt to unpredictable situations at a moment’s notice. The volunteer to client ratio is 1:15 which takes significant mental effort for the brain to manage. As a result, users are more likely to make mistakes on detailed tasks like intake forms.

Define

Why field testing matters

Stakeholders wanted an affordable but accessible app that made data storing easier and faster. Unfortunately the newly released app was less efficient than the manual process, highlighting the need to rethink how users actually practiced in the field.

Ideate

Site map

I designed the site structure to reflect users' values—independence, reliability, and knowledge—enabling them to adapt while ensuring quality client care.

The refreshed site map prioritized

User freedom to independently make/view client changes
A consistent visual overview of the intake process
Sequential steps in manageable chunks

Prototype

Low-fidelity prototype

Recognizing the impact of time-sensitive situations on short-term memory, I introduced a review section on each questionnaire page and a clear progress bar so users could easily track their position and remaining tasks.

Testing

Usability testing

I had the volunteer leadership team (6 people) complete an intake flow for a client.

Two rounds revealed that users struggled to divide their attention between several small tasks which led to a high rate of mistakes. Users were also unsure how each step led to the next.

Deliverables

Summary of my work

Clear visual feedback to user's actions created a more efficient experience. Users needed the ability to make informed decisions, and obtain feedback from their results.