03. User Research

~ Methodology:

In developing the SOS Help mobile app, thorough User Research was conducted to ensure the design responds directly to the real needs and pain points of potential users. This phase aimed to understand what features users prioritize, identify gaps in existing SOS solutions, and define key performance areas (KPAs) and indicators (KPIs) to guide the app’s development. The findings from this research shaped the app’s core functionality and user experience, ensuring that each feature was tailored to address pain points and improve response times and safety.

03.1. Research Objectives:

The Research Objectives helped structure the user research by outlining clear goals for understanding user behaviors, motivations, and needs in emergencies.

Key Research Objectives:

• Identify Common Emergency Needs: Gain an understanding of the types of emergencies users frequently encounter and the specific requirements for each situation.

• Analyze Current SOS App Shortcomings: Identify gaps in existing emergency applications and determine which features users find ineffective or lacking.

• Establish User-Centric Features: Identify features that provide real value to users, such as a silent alert, lock screen access, and multi-contact notifications, and measure the importance of each feature.

• Determine Performance Indicators: Define KPIs to measure the app's success, including SOS response time, location accuracy, and user satisfaction, to ensure that the app meets high usability and reliability standards.

These objectives provided a clear focus for the research, guiding the development of methods to capture detailed insights to help shape a more effective app.

To gather a well-rounded set of data, multiple research methods were used:

• User Interviews: Interviews were conducted with a diverse group of participants to understand their real-life experiences with emergencies and the limitations they faced. Interviewees included people who had used SOS apps, those who were unfamiliar with them, and individuals with various emergency concerns, such as medical needs or safety concerns.

• Competitive Analysis: A review of three leading SOS applications was undertaken to analyze their functionalities, UX design, feature sets, and user feedback. This analysis identified gaps in current solutions, which informed the unique features of the SOS Help mobile app.

• Affinity Mapping: User feedback was organized using affinity mapping to identify common themes and patterns in emergency needs and desired app features. Insights from sticky notes revealed priorities for quick access, discreet alerts, and health data integration, and helped in feature prioritization.

• Persona Development: Personas were created to reflect distinct user types based on interview insights and results. These personas highlight common motivations, needs, and behaviors, guiding the app's design and features.

03.2. Data Collection and User Interview Summary Table:

Data Collection Overview:

To gain a foundational understanding of user needs, I conducted an initial round of in-depth interviews with six individuals who fit the target user profile. These participants included individuals who frequently travel, live alone or have specific health concerns, all of whom would likely benefit from a reliable SOS app. This small-scale, qualitative approach allowed me to gather detailed insights into common pain points, desired features, and practical design considerations.

Data Collection Method:

The data collection was conducted via online user interviews, each lasting approximately 30 - 40 minutes. During these sessions, participants shared their experiences, typical usage scenarios, challenges with existing solutions, and desired improvements.

Interview Focus:

• Usage Scenarios: How often they use SOS features, in what contexts, and what triggers emergency app use.

• Pain Points: Challenges encountered when using existing SOS apps.

• Feature Wishlist: Key features they would like to see added or improved.

• Emergency Behavior: Typical actions taken in emergencies and how they might use an SOS app in those scenarios.

Initial Observations:

From these interviews, key observations emerged. While the sample size was limited, these insights highlight critical areas for improvement that can significantly impact user experience and safety.

1. Ease of Access to SOS Functions:

• Observation: All participants expressed difficulty accessing SOS functions quickly, especially under stress or in dark or unfamiliar locations.

• Conclusion: A prominent, lock-screen SOS button is essential for immediate access without requiring users to unlock their phones.

2. Desire for Discreet Alerts:

• Observation: Participants wanted a way to signal for help quietly, especially in situations where noise could escalate risk.

• Conclusion: Integrating a silent alert option would improve safety by allowing users to send alerts discreetly when necessary.

3. Reliable Real-Time Location Sharing:

• Observation: Users expressed concerns over location sharing during emergencies, noting that poor network conditions often interfere with accuracy.

• Conclusion: The app needs to support real-time location sharing optimized for low connectivity environments to ensure dependable assistance.

4. Health Data Integration:

• Observation: Participants indicated they would feel safer if emergency contacts received relevant health data in urgent situations.

• Conclusion: Including an option for users to input critical health information can enhance emergency response efficiency and user confidence.

5. Emergency Preparedness:

• Observation: Users want an e-store to buy emergency supplies and resources like first-aid kits and guides. 

• Conclusion: Adding an e-store will improve preparedness by offering emergency products directly in the app.

These observations point to key features of an SOS app: easy SOS access, discreet alerts, reliable location sharing, and health data integration. 

User Interview Summary Table:

03.4. Thematic Analysis:

Purpose of Thematic Analysis:

Thematic analysis was chosen as a key method for examining user interview data and observations, providing a structured approach to understanding and interpreting user needs for the SOS Help mobile app. This process identified recurring themes reflecting users' expectations, concerns, and preferences regarding emergency features.

Overview of Identified Themes:

Six core themes emerged from the analysis, each highlighting a unique aspect of user interaction and experience within the SOS Help app:

• Quick Access: Users require immediate, effortless access to emergency functions.

• Discreet Alerts: The option to send alerts quietly to avoid drawing attention is essential for some users.

• Emergency Preparedness (E-Store): Users are interested in an integrated e-store for safety products, ensuring they’re equipped for emergencies.

• Real-Time Location Tracking: Real-time location sharing is a priority for users who want their whereabouts to be known during an SOS event.

• Health Data Sharing: Users wish to share critical health information with emergency responders to receive appropriate assistance.

• User Control & Customization: Users desire flexibility in configuring their SOS contacts, alert preferences, and data-sharing settings.

Thematic Analysis:

Below is a detailed design capturing each theme, key observations, actionable insights, and corresponding design recommendations:

04.1. Mind Mapping:

In the mind mapping phase, I focused on organizing and visualizing the core features and ideas for the SOS Help mobile app. I prioritized and refined the app's most critical features by connecting key functionalities like quick access, discreet alerts, and real-time tracking. This process helped me clarify the app’s structure and ensure every feature aligned with user needs and emergency preparedness goals.

04.2. MoSCoW Prioritization:

In the next phase of designing the SOS Help mobile app, I employed the MoSCoW method to systematically prioritize features. This method categorizes features into four levels of importance: Must-Have, Should-Have, Could-Have, and Won't-Have. These categories were based on user needs, initial observations, and my understanding of emergency scenarios.

04.3. Layout Decision:

Layout Decision (Why Bento Box design?):

The SOS Help app was inspired by the Bento Box design and adopted this technique to ensure clarity, simplicity, and efficiency, which are essential for an emergency app.

• Centralized SOS Button: The SOS button is prominently placed in the center with a circular shape, making it easy to locate and press in urgent situations.

• Organized Layout: Features such as E-Services and E-Contacts are placed in square-shaped icons, while the Silent Alert button is displayed in a rectangular icon. This grouping helps users quickly identify and access important functions.

• Quick Access: The design ensures essential features are immediately accessible, allowing for fast action in an emergency.

• User-Friendly: The simple grid layout with distinct shapes ensures the interface is intuitive and easy for all users, regardless of their tech savvy.

• Scalable and Adaptable: The Bento Box layout allows for easily adding new features like the safety check and first-aid tips without overcrowding the home screen.