Internship
The Netherlands Red Cross is dedicated to support people in vulnerable situations through various interventions, including the Let op Elkaar Netwerk. The Let op Elkaar Netwerk aims to guide people in distress towards the appropriate care they need. However, volunteers at the Let op Elkaar helpline face challenges in efficiently accessing care information. An iterative participatory design approach was adopted to design the Let op Elkaar Wegwijzer, a service map that provides information on various service providers. The project explored opportunities for improvement, created the information architecture of the Let op Elkaar Wegwijzer, translated insights into prototypes of the service concept and evaluated the concepts with Red Cross employees and volunteers, resulting in an interactive prototype of the Let op Elkaar Wegwijzer aligned with the needs and expectations of multiple stakeholders.
“Impressive how Lin managed this project despite all the turbulence it has brought. It is great to have this groundwork when we continue with Let op Elkaar 2.0.”
Project lead Let op Elkaar 2.0
“Very proactive in approaching parties. When you give her ideas/potential interesting colleagues to talk to, she independently plans a meeting very quick with them. She manages interest and expectations with potential users: elder volunteers, district managers and colleagues in our head office. Which is not an easy task in our organisation.”
Company coach at the Red Cross
Design approach
An iterative design approach was adopted, incorporating participatory design efforts to integrate diverse perspectives and expertise. The project was divided into four phases (Figure 1). The first phase, ‘Contextual Exploration’, focused on understanding the context and identifying opportunities for the Let op Elkaar Wegwijzer through expert reviews and qualitative user research. The second phase, ‘Information Architecture’, defined the relationships between users, content and context. Involving key stakeholders during these initial phases established a strong foundation for the third phase, ‘Prototyping and Concept Evaluation’, which focused on developing and evaluating the service concept. In the final phase, ‘Prototype of the Let op Elkaar Wegwijzer 2.0’, stakeholder insights were translated into an aesthetically refined digital product and recommendations for a desirable, feasible and viable service concept for the Let op Elkaar Wegwijzer 2.0.
Phase 1: Context Exploration
The contextual exploration was conducted through a triangulation of qualitative methods. Insights were translated into personas, ecosystem and service blueprint to communicate pain points and opportunities for enhancing the primary user experience (Let op Elkaar volunteers) and, indirectly, the secondary user experience (person in distress calling the helpline). Key findings reveal that the current process of filling in content in the Let op ELkaar Wegwijzer and obtaining care information proves time-consuming. Additionally, the Let op Elkaar volunteers’ unfamiliarity with service providers, dependence on professionals and limited digital skills of Let op Elkaar volunteers emphasize the need for an intuitive and user-friendly solution to enhance their effectiveness in finding and guiding individuals in distress toward appropriate care. Discussions with relevant stakeholders highlighted varying interpretations of the Let op Elkaar Netwerk and expectations for the Let op Elkaar Wegwijzer. The data visualizations played an important role in fostering a shared understanding and vision of the project and outcomes amongst stakeholders.
Phase 2: Information Architecture
The information architecture, designed to enhance the findability of care information through a consistent and intuitive structure, was validated and refined. Co-creation sessions were held to reorganize the content of the Let op Elkaar Wegwijzer (Figure 4), resulting in a sitemap that visually represented the structure for the Let op Elkaar Wegwijzer 2.0 (Figure 5). This sitemap provided guidance for designing the interface in the following phase. Information management experts were consulted to improve the maintenance process of the Let op Elkaar Wegwijzer. The compatibility of the Let op Elkaar Wegwijzer with the existing CRM system prevents duplication and increases efficiency in the maintenance process.
Phase 3&4: Prototyping & Evaluation
The information architecture of the Let op Elkaar Wegwijzer 2.0 became tangible through prototyping at different levels of fidelity (Figure 7). A benchmark was executed to draw inspiration from for the layout and navigation. Based on the benchmark findings, ideation for the four main pages was explored through low-fidelity wireframes. Translating the service concept into a mid-fidelity prototype allowed potential users, including Let op Elkaar volunteers and district coordinators, to provide feedback on the concept. This feedback was incorporated into the design of the high-fidelity prototype for the Let op Elkaar Wegwijzer 2.0, a service map offering information on various service providers (Figure 6). The Let op Elkaar Wegwijzer 2.0 has the potential to be a valuable resource for the Let op Elkaar helpline and holds potential relevance for other NLRC helplines, including the Whatsapp helpline and food program, along with local helpdesks in districts. By involving district coordinators early in the design process, their needs were carefully considered, thereby facilitating the possibility of expanding the Let op Elkaar Wegwijzer’s audience.
Get in touch
Ready to design for social impact? Reach out to me!
The Netherlands