EMERGENCY CHAT

EMERGENCY CHAT

My Contribution

  • Product Design

  • Visual Design

  • User Experience

  • Managing stakeholders

Platforms

  • Web

The Team

  • Lead Product Designer

  • Product Manager

  • 4 Developers

  • 1 Emergency Advisor

  • 2 Product Designers

  • 1 Content Writer

  • 1 Product Manager

  • 4 Developers

  • 2 Product Designers

  • 1 Content Writer

  • 1 Product Manager

  • 4 Developers

Outcomes

  • Launched the first internal messaging platform

  • Created design system for project

  • Pivoted towards accessibility

Context

Users can contact this major car manufacturer's emergency service advisors through the vehicles or mobile app. Our team worked on the first internal instant messaging platform. I worked on the end to end experience, design system, visual design, and even participated in technical conversations.

To comply with my non-disclosure agreement, I have omitted and obfuscated confidential information in this case study.

How can we create the first instant messaging platform?

Using my technical knowledge

Emergency advisors work on two monitors. One monitor is for the main emergency service application. The other monitor is for miscellaneous related applications. They needed a way to move the chat window from one screen to the other.

Product Manager originally wanted the chat to be a modal that opens from the emergency service application. However, the modal would be bound to that browser/tab.

I proposed to have the messenger be an independent system that relies on the emergency service application.

Referencing other platforms

I started out with the initial framework by referencing and understanding other instant messaging and customer support chat platforms.

UX research pivoted our focus

Our team reached out to the UX research team to conduct user testing to gather feedback on initial thoughts about an emergency messaging feature.

The research team interviewed 17 participants, and one result stood out to us:

It would be massively beneficial to those who have impaired hearing."

Research Interview Participant

It would be massively beneficial to those who have impaired hearing."

Research Interview Participant

It would be massively beneficial to those who have impaired hearing."

Research Interview Participant

At this point, we decided to change our project focus to:

How can we make emergency services more accessible?

How can we make emergency services more accessible?

The Emergency Design System

I worked closely with the engineering to create the first chat design system. Here is a snippet of the Figma documentation.

Powered by machine learning

Machine learning will try to predict the sentence as the advisor types based on a list of sentences from the advisor's playbook.

Lists of responses

A quick access list hopes to lessen the cognitive load of remembering what sentences to use.

Impact

As someone with a speech disability, I was able to contact advisors about my roadside emergency because of this feature. Thank you for ensuring that I felt safe!"

Research Interview Participant

As someone with a speech disability, I was able to contact advisors about my roadside emergency because of this feature. Thank you for ensuring that I felt safe!"

Research Interview Participant

As someone with a speech disability, I was able to contact advisors about my roadside emergency because of this feature. Thank you for ensuring that I felt safe!"

Research Interview Participant