Status: In development for MVP (Aug 2023) / Role: Lead UX Researcher
Supervisors
Supervisors are clinical staff members who take shifts on the 24/7 platform to provide clinical support to responders; they are the individuals that directly contact emergency services and/or authorities when intervention is required as a result of safety. Supervisors typically oversee 20+ conversations at a given time on top of handling various workflows and tasks when they are on the platform. Due to the massive amount of multitasking required of supervisors, it was critical for our team to craft an experience that streamlined workflows, extended their overall capacity to multitask, and feel in control of their caseload.
Research on supervisors consisted of:
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Contextual inquiries / observations - learning how supervisors find band-aid solutions to existing technological challenges, interact with the platform, and use tools to do their job.
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Foundational interviews - existing challenges, behaviors, and needs that impact their experience as a supervisor.
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Concept testing - exploring various interaction models to identify what worked the best for supervisors with their day to day responsibilities.
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Usability testing - assessing concepts and documenting learnability and recognition of proposed designs.
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Co-design - collaborating with our clinical team to craft a supervisor experience that streamlines task completion and prevents things from falling through the crack.
Earlier in the process
Continuous exploration and testing with supervisors allowed us to better understand how a new platform needs to function for a supervisor to do their role effectively. By simply showing them a few of these concepts, supervisors indicated whether or not it would work based on their experience, making it very clear in terms of what would best support a supervisor.