Desktop web, dedicated mobile web
Research
Our team shadowed several crisis response agencies in Missouri over the course of three days, gathering research findings that would be essential in building the product.
Our researcher and myself then created a series of artifacts to document and communicate the research findings to our internal and external stakeholders. Artifacts included agency-level persona journeys, workflow mapping, and status mapping for cases. These artifacts were built from in-depth customer interviews across several MBHC agencies and days of shadowing clinicians in the field.
Solutions
Desktop solutions
Our responsive desktop application delivered a complete E2E experience with several key features tailored to fit intensive crisis response situations. Some of these included case overview, intake, kanban, and robust assignment feature sets.
Case overview
Primary surface that provides all critical details, such as location and safety screenings, regarding the mobile crisis event. The view was organized to accommodate the top JTBD (documentation review, outcome input, status tracking, assignment overviews) in a simple, intuitive layout.
Intake
Leveraging several rounds of user feedback, our team designed a simple organized intake form with scalable safety screener questions. The flexibility of the screener format provided the exact level of clarity needed when responding to a potentially dangerous event.
Assignment
When time is of the essence, any efficiencies the platform can offer are greatly outsized. We implemented in app map view to quickly determine the client’s location, with programmatically determined agency recommendations based on catchment (service) area to match a responder with a client as quickly as possible.
Cases kanban
A major painpoint for MBHC providers in their old system was tracking of active cases. We implemented a scalable left-to-right kanban view that allowed dispatch teams to easily track the status, assignees, and progress made during active cases.
Dedicated mobile solutions
The time-sensitive nature and spacial constraints of handling Crisis cases in the field required us to design a companion experience. It focused only on key workflows essential for completing cases: case assignment, status progression, outcome tracking, and timestamp editing.
