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FSR's mission is to make the world a safer place and to make first-responders happier with their app. The challenge they faced was: How can firefighters change their availability status by themselves? And how can firefighters check their on-duty times easily? The ultimate goal is to ensure a 100 % readiness of fire stations, having any necessary team member available to be able to operate.
We supported FSR in finding out what their users expected from the app to encourage a higher and easier usage of the app and make the world a safer place with a more transparent status indication. FSR's goal was to include the users' view and voice into the app. So we started with observing users and meeting the FSR team at a trade fair. In a joint kickoff, we defined the steps to get to our final result: a better usable scheduling app for firefighters. Phase 1 was an extensive research phase with a survey and on-site research. After the research, we started wireframing and building a UX concept, which was tested in several iterations.
We wanted to get to know the users, their needs, their working environment and their mindset. By conducting surveys and doing a research journey through 3 countries with 3 different user groups, we managed to get to the core pain points and needs of firefighters when using the scheduling app.
In this case, we got to meet firefighters personally. We conducted qualitative interviews and observations of how they are using the current app. To test ideas, we had paper prototyping sessions with the users. Here, they could visualize their ideas by themselves and be an active part of the whole UX process. With the results, we were able to work out the main hypotheses and prioritize problems we wanted to solve for the users.
Gathered user insights, identified users’ core pain points and needs, and prioritized problems we wanted to solve.
Based on the key insights from the research phase, we started wireframing possible solutions. This was the core for a UX concept, with interaction between the different screens and functionalities of the app. These were tested with our firefighters to evaluate if their pain points were targeted appropriately and how they liked new features and concepts of the app.
Key Issues: Users confused the appliance status with their own status and required an easier way to see the currently available team. It was also not possible to change the availability status for further in the future.
Changes: We added an easier way for users to see their status, and added “quick“ buttons to make changing your availability status easier.
Key Issues: Users required an easier way with fewer clicks to see an overview of their current team. Full-time firefighters don't need to see the truck status, the crewing schedule is far more interesting for them.
Changes: Removed the appliance status for full-time firefighters and only show an overview of the crewing schedule for the day (the different teams/shifts)
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Ready for implementation, confirmed better usability by users
The new version of the scheduling app gives firefighters only the information they really need at the first glance. It simplifies processes like changing their availability status to only a few clicks. This gives firefighters more flexibility, transparency and planning capability, contributing to more transparency and a 100% readiness for fire stations. This contributes to FSR's mission to make the world a safer place fundamentally.
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"But even more important is that we are now taking UX seriously as a company. We are listening more to our users, seeing how they interact with our system, prototyping, validating and picking out the mostly used components and improving them rather than building new component"
Ruben Stranders,
Co-Founder
