hobbet presentation
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
Next Steps
• Test interface with experts in the field and experienced volunteers; we will provide test guidelines
• Clarify labeling, body and onboarding copy