RespondNow
Singapore Civil Defence Force (SCDF)
User Experience
Interface Design
Design Sprint
Bryan Tan
Jia Lin
Jacelyn
Wong Chong
Upon analysis of incident logs from both the premises and the Singapore Civil Defence Force, it has been revealed that almost 80% of reported emergencies occurring within the premises remain unnoticed by their Company Emergency Response Team.
This lack of awareness severely impedes the on-site Company Emergency Response Team, CERT's prompt response in administering basic first aid or managing crowd control, resulting in a notable delay in their crucial intervention time.
Furthermore, the on-site CERT faces challenges in identifying the patient's location and providing guidance to SCDF personnel upon their arrival. This limitation complicates the coordination between on-site responders and external emergency services, potentially impacting the swift and efficient handling of critical situations.
• Not all incidents generate enough commotion to attract attention of premise owners and CERT members.
• Individuals may only inform 995 of incidents and not the premise owners and CERT members
• On-site CERT members gain early access to patient to render basic first aid and crowd control
• Identify patient location and provide guidance to SCDF crew upon arrival
In the Understand phase, teams establish a collective knowledge base among all involved parties, spanning from team members to stakeholders. This involves conducting 'Ask The Expert' interviews to gain deeper insights into the challenges they encounter and their expectations regarding the sprint's outcome. Here are four key points we have extracted:
On-site CERT members need to gain early access to patient to render basic first aid
On-site CERT members need to gain early access to scene to establish crowd control
Identify patient location and provide guidance to SCDF crew upon arrival
Provide continuity of care and assurance in an emergency
HMW improve communication between SCDF teams and CERT teams?
In 2 years time, our app will be a mandatory for all CERT teams in Singapore.
After our sketching session, we pinned up our respective solution sketches in preparation for anonymous voting the next day. Upon review, it was evident that our solution sketches shared a common theme—emphasizing communication and information-sharing.
Auto Alert
Alarm
Information Cards
Live Map
Chat Function
Voice Channel
The outcome of our Dot Voting can be seen above. The ideas with the most votes involved sharing of vital information quickly, and communication. With a little more clarity on what the team was hoping to achieve out of the apps that would facilitate our proposed SCDF/CERT user workflow, we moved on to coming up with user test flows for the apps we would be building on Thursday.
After all the aforementioned prototypes were built, we ran a mini-test within the team to ensure they were running smoothly and in tandem with each other so there would be no hiccups during user testing the next day.
Our appointed interviewer conducted interviews with each of them to extract as much information, comments, and suggestions as he could within the 30-minute timeframe. In the meantime, the rest of the team observed the interview and took notes, making sure to highlight all the positives and negatives pointed out by the interviewees.
Here are the key points we took note of during our interviews:
• Direct Communication with CERT
• Meet up point and contact number instantly shared
• Live tracking map is practical
• Chat system over complicates things
• Takes time to input updates with text
• Sharing the patient’s info to everyone (PDPA)
Two primary questions recurred frequently during the interviews:
• Where is the meeting point?
• Whom do we need to meet?
We believe our entire solution ranging from the revised user flow to the various apps we built, helped meet our sprint objectives. By implementing the system we proposed, SCDF and CERT would be able to share information seamlessly and carry out their duties more efficiently.