ONCALL DISPATCH
PRODUCT GOAL
To provide mission critical software for Dispatchers while they take calls for service, dispatch the appropriate responders, and support and monitor first responders on-scene.
INTENDED USERS
Dispatchers
Calltakers
MY ROLE (DESIGNER + RESEARCHER)
While my specialty is in Records and Mobile Field Reporting software, I have had the opportunity to support OnCall Dispatch design and research work. This includes:
Traveling onsite to sit with Dispatchers and observe their workflows.
Support the modernization of a legacy software.
Help provide design feedback and guidance on customer related bugs and change requests.
DESIGNS + DESIGN CHALLENGES
SUPPORT A MESSAGING OVERHAUL
OnCall Dispatch needed updated messaging functionality to align with user expectations and have more user friendly functionality. Included in this overhaul, we also looked at improving message searching, management, and creating additional functionality for a new concept in messaging that would allow users to have access to their messages without leaving the map.
RESEARCH
To start the effort, we were able to review out customer insights database to investigate if any messaging feedback had been mentioned on previous contextual inquiry site visits.
Above: An example of some of the insights we gathered for this initiative.
ITERATING
Based on the user feedback and requirements from product management, we were able to get started on iterating potential solutions for this effort.
