hobbet presentation

28
Hobbet PJ Hale, Gary Henkle, TQ Roquerre

Upload: gary-henkle

Post on 12-Aug-2015

30 views

Category:

Design


0 download

TRANSCRIPT

HobbetPJ Hale, Gary Henkle, TQ Roquerre

Hobbet began as a project to connect college sexual violence survivors with volunteer counselors via text messaging.

About Hobbet

As the idea evolved it focused on prevention of domestic and intimate partner violence by creating a way for students to text with counselor who can help them identify warning signs and make a plan of their next steps.

How Hobbet Works

Users who need anonymous

communication

Domestic violence victims,

whistleblowers, witnesses to

corruption

Receives text

messages via SMS

and relays them to

Hobbet’s system

over the internet

Representatives of Partner

organization, volunteer

counselors, etc...

Anonymizes Service User data

and provides a platform for

Facilitators to read and

respond to Service Users

HobbetService Users FacilitatorsSMSGateway

SMS

SMS

HTTP HTTP

HTTP HTTP

Partner OrganizationsPartner Org informs service

users of programPartner Org recruits

facilitators

Hobbet develops training materials

Seeking to help users, need

information/reports from users or are

offering text-based communication

with customers as a service.

Hobbet was expanding in new directions that required revisiting the original brief.

Project Proposals

Proposal 1Design and iterate on a

usable chat interface for Hobbet facilitators.

Proposal 2

Work with help line facilitators and counselors

to create a voice guide and script for Hobbet facilitators.

Proposal 3Redesign hobbet.org

to market and promote Hobbet as a platform.

Hobbet Proof of Concept

Project Timeline

Finding Users

Getting the information that we needed to create a tailored experience for facilitators proved impossible in the time available.

To get around this we created a survey to try to contact people who had worked with customer-service based text message.

Finally, we began interviewing customer service people on live chat platforms to try to get a sense of what their experiences were.

Background Research

DoSomething & Crisis Text Line

DoSomething’s SMS Volunteer ProgramUsers text questions on DoSomething’s various initiatives to Volunteers who respond via a desktop application

Crisis Text LineDistributed crisis counselors connect with young people in a variety of situations.

BrainstormingFeature IdeationWe began to think through the types of features that Hobbet should support

Feature PrioritizationWe sorted features based on usefulness and difficulty of implementation

Brainstorming

MUSTConversations must be able to be forwarded to other facilitators

Facilitators must be able to annotate conversations

Save non-identifiable data about chats for analysis

There should be partner-specific guides available to facilitators

SHOULD

Length of time messages have been waiting should be displayed

A unified voice would help with system cohesion

COULDMake elements of the design customizable for different partners

Could have an administrator view

Service users could be able to send images

Flows

Receives first response from

HobbetTexts Hobbet

Hobbet UserResponds to

HobbetReceives

response from Hobbet

Service user discloses issue to facilitator.

Receives text from Hobbet

asking if issue is resolved.

Responds Yes

Responds No

Conversation continues until issue is resolved.

Receives response from

Hobbet

Receives sign-off text from

Hobbet

Hobbet Volunteer Responds to text

Logs into Hobbet

Dashboard page with open message queue

Clicks on new message

Message chain shows up in chat window with text from service user

Hobbet Volunteer (Specialist)

Receives service user’s

response

Responds to text

Volunteer discovers conversation topic

Clicks “Request

Help”

Asks user if issues is resolved

Request Help Pop Up

Fills out information and submits

Request from specialist to

join chat

Volunteer needs help from specialist.

Accepts specialist’s

request to join conversation.

Screen with option to end

chat or request back in

Click End chat

User responds

yes

User responds

no Continues chatting

Sends sign-off

text to end

Opens volunteer chat

Volunteer chat screen with message

requesting help

Sees notification in volunteer chat

Clicks to view ongoing chat

Chat screen with request

sent indicator

Service user does not know that facilitator has changed.

Chat screen showing request

accepted

Picks up conversation from where

last response

This helps ensure a streamlined experience for service user.

End chat confirmation

screen Confirm End

Chat Survey Fill out SurveyClick Save &

End

Ongoing chat Click Request to join chat

Flows

Receives first response from

HobbetTexts Hobbet

Hobbet UserResponds to

HobbetReceives

response from Hobbet

Service user discloses issue to facilitator.

Receives text from Hobbet

asking if issue is resolved.

Responds Yes

Responds No

Conversation continues until issue is resolved.

Receives response from

Hobbet

Receives sign-off text from

Hobbet

Hobbet Volunteer Responds to text

Logs into Hobbet

Dashboard page with open message queue

Clicks on new message

Message chain shows up in chat window with text from service user

Hobbet Volunteer (Specialist)

Receives service user’s

response

Responds to text

Volunteer discovers conversation topic

Clicks “Request

Help”

Asks user if issues is resolved

Request Help Pop Up

Fills out information and submits

Request from specialist to

join chat

Volunteer needs help from specialist.

Accepts specialist’s

request to join conversation.

Screen with option to end

chat or request back in

Click End chat

User responds

yes

User responds

no Continues chatting

Sends sign-off

text to end

Opens volunteer chat

Volunteer chat screen with message

requesting help

Sees notification in volunteer chat

Clicks to view ongoing chat

Chat screen with request

sent indicator

Service user does not know that facilitator has changed.

Chat screen showing request

accepted

Picks up conversation from where

last response

This helps ensure a streamlined experience for service user.

End chat confirmation

screen Confirm End

Chat Survey Fill out SurveyClick Save &

End

Ongoing chat Click Request to join chat(Don’t try to read these)

FlowsType response &

submitLog into HobbetDashboard page

with open message queue

Click on new message

Message chain added to “my

chats”

Response from service user

Type response & submit

Volunteer discovers topic of conversation

Request from specialist to join

chatClick “accept”

Chat screen with option to “end chat” or “request text

input”

Click end chat

Service user is unaware of this change

End chat confirmation

screen Confirm end chat Survey Fill out survey &

submit “My chats” screen

Click “request help”

Ask if issue is resolved

Request help pop

down

Fill out & submit

Volunteer needs help

from specialist

Yes

NoContinue

chat

Start sign-off process

Click end chat

Facilitator responds to incoming texts and requests help from another Hobbet volunteer.

Hobbet responseText Hobbet

HelplineType response &

submit Hobbet response

Service user discusses issue with Hobbet

Text from Hobbet asking if issue is

resolved

Yes

No Hobbet response

Conversation continues until issue is resolved

Hobbet response continuing chat

Hobbet response ending chat

Respond to Hobbet

Flows

Service user texts Hobbet.

Flows

Click to open volunteer chat

Volunteer chat screen with help

request for chat x

Notification in volunteer chat

Click “view chat” to preview chat x Chat x preview

Inactive chat screen pending

requestActive chat screen

Type response & submit

Click “request to join”

Volunteer can only view chat

Specialist facilitator receives and responds to help request.

UserJourneys

User Journey

Red flag event happens, user does not feel comfortable talking to friends/family.

Texts Hobbet Hotline, waits for response.

Receives response from Hobbet within minutes.

Chats with Hobbet about red flag event.

Receives informed advice and fast responses.

Armed with next steps, user is ready to leave conversation; although still upset about the situation, user leaves in a better emotional place. Facilitator chat feature

provides a fast way for Hobbet facilitators to navigate amongst themselves. This ensures that the service user is always in the right hands and talking to the most appropriate person.

Message queue is designed to show new, unanswered messages in reverse chronological order to minimize response time.

Emot

ion

Time

**

Positive

Negative

Service User Journey

UserJourneys

Volunteer Journey

Emot

ion

Time

*Negative

Positive

Path without added features

Key

Path with added features

As chat progresses, volunteer realizes that he/she isn’t qualified to help with the issue.

Volunteer signs into Hobbet and opens first unanswered message; begins chatting.

User is in now talking to the right volunteer, volunteer feels good that the user is in the right hands.

Volunteer calls for help using the “Request Help” feature; a specialist responds within minutes.

We added the “Request Help” button and “Volunteer Chat” feature to help volunteers communicate quickly amongst each other and ensure that the user in need is always in the right hands.

Hobbet Volunteer Journey

Sketching

Wireframing

Prototyping and Testing

Hobbet “Home Page “

Prototyping and Testing

Hobbet “Home Page”

Prototyping and Testing

Prototyping and Testing

Prototyping and Testing

Hobbet Proof of Concept

Final Prototype

http://invis.io/AC31MDK7T

Next Steps

• Test interface with experts in the field and experienced volunteers; we will provide test guidelines

• Clarify labeling, body and onboarding copy