MyResponder App

UX Case Study

Shermaine, Boon, Isabelle, Sherilyn

Proud product of Team 04

Challenges and Outcomes

Design Sprint Process

Prototype + Testing

The Iteration Sprint

Introduction

Conclusion

Content

Introduction

MyResponder App Case Study

MD9121

The Sprint Team

Shermaine

Decider

Boon

Facilitator

Sherilyn

Team Member

Isabelle

Team Member

Created by the Singapore Civil Defence Force (SCDF), the MyResponder app alerts members of the public to nearby cardiac arrest cases and minor fires.

We were tasked with discovering opportunities to improve the User Experience of the MyResponder app using a Design Sprint process.

INTRODUCING THE APP

One of the main purposes of the app is to reduce the mortality rate for Out of Hospital Cardiac Arrests (OHCA), in addition to fighting fires in the shortest amount of time possible.

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Taking into account the prevalence and fatality risks brought upon by OHCAs, this case study will be primarily focused on cardiac arrest cases. Furthermore, with an ageing population, the number of such cases are rising.

Focusing on

Cardiac Arrest cases

How MyResponder aids in cardiac arrest cases

Early recognition of cardiac arrest

Identifies nearby automated defibrillators

Helps patients receive timely help

Creates buffer time before EMS arrival

With cardiac arrest cases, time is truly of the essence. The app helps by delivering treatment (CPR and Defibrillators) to the patient early on, to help improve their rate of survival. Here are some methods that the app currently employs to aid in these cases:

Enhances reach of first responders

👨‍⚕️

❤️

🚑

⏱️

Preliminary Research

While there are a large number of registered responders, it seems that only 20.5% would actually arrive on scene. Furthermore, when taking into account the number of cases created for suspected OHCA, the registered responder pool may not be sufficient.

46,689

Responders were registered in the myResponder app

19,189

Number of cases created for suspected OHCA

20.5%

Of registered responders arrived on scene

*JULY 2019

Preliminary Research

While nearly half of responders accepted notifications, less than a quarter arrived on scene after accepting. Additionally, more than half of responders arrived late to the scene and reached after the EMS crew.

45.8%

Of responders accepted notifications

*JULY 2019

Of responders arrived on scene after accepting notifications

24.1%

Of responders arrived after the EMS crew

57%

Preliminary Research

Nonetheless, the app appears to be well rated on the Apple app store with a rating of 3.0 out of 5 and it is also ranked #7 in Singapore.

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Insights:

• Majority of negative comments addressed technical issues such as app crashes and slow loading times.
• Many of the comments in the app store also praised the idea of the app and appreciated its intent to save lives.

Early Insights before Sprint

Insufficient pool of active responders

1

Lack of follow through

from responders

2

Responders arriving late

to the scene

3

Technical issues with

app performance

4

Challenges &

Outcomes

MyResponder App Case Study

MD9121

More than half of the responders only arrived on scene after the EMS crew. Timely help is key to improving patients’ chances of survival.

Emergencies are not attended to quickly and efficiently

Given the high number of cases created, the number of trained responders might not be sufficient, especially if the drop-off rate is accounted for.

Small pool of responders

There was a high drop-off rate of responders accepting notifications but not arriving on scene, as such patients need to wait for the EMS crew and cannot rely on responders.

Responders not following through

Challenge 3

Challenge 2

Challenge 1

This Design Sprint was conducted to solve…

By the end of the Sprint,

We would like to solve…

Outcome 3

Outcome 2

Outcome 1

Every second counts for a cardiac arrest patient. Improving volunteers’ response time will ultimately improve the patient’s chances of survival.

Increase percentage of responders arriving on scene before EMS

By providing clear in-app instructions and training, non-certified responders can be valuable resources when responding to cases.

Train non-responders to increase the volunteer pool

We need to reduce obstacles and make it easier for responders to reach patients.

More responders arriving on scene

Design Sprint

Process

MyResponder App Case Study

MD9121

Can we get enough trained volunteers to achieve the goal of responding to emergencies within the�fastest time?

The Sprint Question

The Sprint

Charting the current user flow with a map

We first listed the app’s customers and key stakeholders on the left. Next, we filled in each step of the journey from their first interaction of the app to our end goal, which is to save lives. This also gave us insight into how and when the stakeholders interact with each other (e.g. Ops center and responder).

In 2 years time,

I want the myResponder app to be the go-to app for calling SCDF (people going to myResponder first instead of 995)

LONG TERM GOAL

Defining

the Problem

Given our lack of familiarity and access to our key stakeholders, we watched a series of expert videos to gain a better understanding of how the app works in real time.

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From there, we each formulated a set of How Might We questions, to help us reframe the problem into possible solutions.

HOW MIGHT WE QUESTIONS

Defining

the Problem

We then categorised and voted on the most important and relevant HMW questions. These are the categories that we created and also represent the areas we need to work on.

HOW MIGHT WE QUESTIONS

After the voting, the team then picked out all of the voted HMW notes to identify a worthy target and put them in the order of votes.

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This helps the team to better visualise what the team thinks is the most important challenge and the things the team should work on for this Design Sprint.

Defining

the Problem

HOW MIGHT WE QUESTIONS

Picking a

Target Flow

We then placed our HMW questions on our map and narrowed our focus to a target flow and user, which will be our focus for the rest of this sprint. We chose to focus on the SCDF ops center and their process of guiding responders to perform CPR and dispatching paramedics.

Kicking off the Sketch process

Lightning Demos

We started by searching the internet for examples of how others have managed to approach the idea of first aid.

Next, we used our findings to jot down rough ideas of how we can increase the number of responders and help them respond faster

Note taking

⚡

This quick process equipped us with several exciting ideas to work with as we refined our

solution sketches.

Preliminary Sketch

Each of us then compiled our concepts into a rough sketch where we wrote down our ideas and visualised what our prototype could look like.

Our Solution Sketches

On the third day, we came together to discuss our individual ideas as a group through solution sketches. The goal was to vote on a solution that we would prototype and test at the end of the sprint.

Smart Watch +

Phone Integration

Time Elapsed +

Help Arriving

Victim Vitals and visualisation

Concepts from Sketches

Ambulance

location tracking

First Aid

Instructions Guide

CPR Audio Cues

For compressions

Defining our user test flow

Ideal ending

Having voted on our user flow, we began to plot out a detailed storyboard.

This storyboard would be used as a visual guide for prototyping, where we would be building a test to validate if the proposed solution will solve the problem.

Having decided on our concept, we then created a user flow and a storyboard for every step.

Prototype

• Testing

MyResponder App Case Study

MD9121

Prototype 1.0

Using the storyboard as our reference point, we came up with the first iteration of our prototype.

Patient faints. Ops centre receives call via patient’s smart watch.

On the backend, the ops centre sends out notification for responders.

Non-trained responder receives notification alert on case nearby.

Original: Case request page

User uses the map to navigate to the patient. They read the first aid instructions on the way.

User reaches victim and contacts Ops via the app to let them know they have reached the patient.

With the timer on the app, Ops guides the user to perform CPR on the patient.

On the back end, the Ops centre is receiving the victim’s vitals from their smartwatch.

Patient regains consciousness but starts to vomit. Ops gives the user instructions to search for first aid guide in the app to help the patient.

With the timer on the app, Ops guides the user to perform CPR on the patient. On the back end, the Ops centre is receiving the victim’s vitals from their smartwatch.

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Patient regains consciousness but starts to vomit. Ops gives the user instructions to search for first aid guide in the app to help the patient.

Paramedics arrive, responder hands over patient through the app.

User has successfully responded to their first case.

Paramedics arrive, responder hands over patient through the app.

User has successfully responded to their first case.

😍

😍

🧐

😷

User Testing

Our user interviews were all carried out remotely on Zoom, with our participants sharing their screen of the prototype.

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User Profile

• Age Range: 19-60; we need to ensure that the app is usable across all demographics.
• Have/Do not have CPR training
• New Users of the MyResponder app

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User Goals

A detailed interview guide was created to guide users through the scenario based tasks as well as mimic the response of the ops center. It also helped us ensure that all team members were aligned and that the testing was thorough.

Users did not know that this icon represented the patient’s position on the map.

Navigation Screen

The app icon is not obvious what they refer to. So like the first aid icon in the nav bar, user does not understand what the icon stands for.

“

User tapped the middle button too quickly and moved on to the next screen.

The timing was ambiguous to users.

This one means 2 hours till the ambulance come lor.

“

CPR Guide Screen

Users did not know what the icons mean.

Users were confused about where to tap to move on the next step.

Users did not realise they were on a call

CPR guide for users is insufficient and missing key steps.

Oh, I’m on a call?

“

The one on the right looks like a first aid box…

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First Aid Guide Screen

There is no quick way to access the previous screens, user have to press “back” many times.

Our Learnings

The Iteration Sprint

MyResponder App Case Study

MD9121

Improve clarity of�information shown to users.

Our Solution was to:

• Add labels below each icon to ensure that icons are easily recognisable
• Ensure icons are consistent across all screens to avoid confusion
• Use solid icons so that they are more legible at a smaller size
• Create visual contrast from the map with a darker navigation bar
• Introduce min and sec to time information

Revised Prototype

Prototype 1.0

DESIGN OPPORTUNITY #1

Reduce ambiguity of location markers

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Our Solution was to:

• Add colored navigation paths
• Increase size of patient’s icon
• Replace patient icon with a more universally recognised location pin
• Replace ambulance illustration with text “paramedics”

Revised Prototype

Prototype 1.0

DESIGN OPPORTUNITY #2

Make interactions intentional to reduce user error

Our Solution was to:

• Introduce a slider instead of a tap CTA. Sliders are more difficult to manipulate and require users to be more intentional when they use it. This could help to reduce mis-taps.
• This allows us to move the “Call 995” button back to where it originally was on the app, allowing the user to call for help only when they need to.

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Revised Prototype

Prototype 1.0

DESIGN OPPORTUNITY #3

Address necessary gaps in instructions

Revised Prototype

Prototype 1.0

DESIGN OPPORTUNITY #4

Our Solution was to:

• Remove the need to click “begin CPR” after they have reached the patient. Upon sliding, they will automatically be brought to the CPR screen
• Create guided instructions to bring users through each step of the CPR process.
• Included an audio button for for users who might find it useful to have a metronome

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Address necessary gaps in instructions

Revised Prototype

Prototype 1.0

DESIGN OPPORTUNITY #4

Our Solution was to:

• Remove the need to click “begin CPR” after they have reached the patient. Upon sliding, they will automatically be brought to the CPR screen
• Create guided instructions to bring users through each step of the CPR process.
• Included an audio button for for users who might find it useful to have a metronome

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Address necessary gaps in instructions

Our Solution was to:

• Remove the need to click “begin CPR” after they have reached the patient. Upon sliding, they will automatically be brought to the CPR screen
• Create guided instructions to bring users through each step of the CPR process.
• Included an audio button for for users who might find it useful to have a metronome

​

Revised Prototype

Prototype 1.0

DESIGN OPPORTUNITY #4

Address necessary gaps in instructions

Our Solution was to:

• Remove the need to click “begin CPR” after they have reached the patient. Upon sliding, they will automatically be brought to the CPR screen
• Create guided instructions to bring users through each step of the CPR process.
• Included an audio button for for users who might find it useful to have a metronome

​

Revised Prototype

Prototype 1.0

DESIGN OPPORTUNITY #4

Our Revised Flow

Notification

Accept Case

Emphasise Call 995

Navigation to Patient

CPR Preparation

CPR Start

CPR Guide

Popup for confirmation

Endscreen

Our Revised Flow

Conclusion

MyResponder App Case Study

MD9121

Original App

Prototype 3.0

Can we get enough volunteers to achieve the goal of responding to emergencies within the fastest time?

Did we answer our sprint question?

A recap on our solution

Essentially, the solution centred on creating a seamless flow between the patient, to the ops’ centre and to responder.

In Conclusion

we believe that the solution we designed has sufficiently answered our sprint question, and therefore, a success!

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Reflections

MyResponder App Case Study

MD9121

Ensure that we are aligned with the sprint question at all times

Always keep our sprint question top-of-mind

To discover hidden snags and to refine our interface

More rounds of Prototyping

Gives us a more accurate insight into how different user groups perceive and use our prototype

Expand demographic of user group

So that members can make informed choices when voting for a suitable concept

Communicate ideas with the team clearly

Next Time..

We’re done!

The Presentation Is

OFF

Appendix

& References

MyResponder App Case Study

MD9121

References

Ong, M. E. H. (2020, October 2). Improving outcomes for out-of-hospital cardiac arrest victims. SingHealth. Retrieved August 21, 2022, from https://www.singhealth.com.sg/rhs/news/research/improving-outcomes-for-out-of-hospital-cardiac-arrest-victims

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Ming Ng, W., De Souza, C. R., Pek, P. P., Shahidah, N., Ng, Y. Y., Arulanandam, S., White, A. E., Leong, B. S., & Ong, M. (2021). myResponder Smartphone Application to Crowdsource Basic Life Support for Out-of-Hospital Cardiac Arrest: The Singapore Experience. Prehospital emergency care, 25(3), 388–396. https://doi.org/10.1080/10903127.2020.1777233

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Lau, J. (2022, January 21). Community first responders lauded, network expanded to deter radicalisation and spread of fake news. The Straits Times. Retrieved August 21, 2022, from https://www.straitstimes.com/singapore/community-first-responders-lauded-network-expanded-to-deter-radicalisation-and-spread-of-fake-news

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Barrell, A. (2020, April 17). CPR steps: A visual guide. Medical News Today. Retrieved August 21, 2022, from https://www.medicalnewstoday.com/articles/324712#cpr-step-by-step

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App Store. (2015, April 26). ‎myResponder. App Store. Retrieved August 21, 2022, from https://apps.apple.com/sg/app/myresponder/id983494391

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Mao, D. (2016, February). MyResponder Mobile App: Extending the Reach of the CPR-Trained Community. MyResponder Mobile App: Extending the Reach of the CPR-Trained Community. Retrieved August 21, 2022, from https://www.sma.org.sg/UploadedImg/files/Publications%20-%20SMA%20News/4802/Opinion%202.pdf

Appendix

Link to recordings for Prototype testing:

https://drive.google.com/drive/folders/1Ivw4r6ifE5NE_HlXevaRDnL44-zu2DP1?usp=sharing

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Link to Prototype version 1.0:

https://www.figma.com/file/yHHyv7o75ymdif6L1GcqbL/MyResponder-Prototype?node-id=81%3A750

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Link to Prototype screenshots:

https://drive.google.com/drive/folders/1KmCHocZQ41l2ItCSfDpwEmeqGmlJV-Bg?usp=sharing

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Link to Miro Board:

https://miro.com/app/board/uXjVOn7HC7M=/

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Appendix

Day 1 (Mapping):

Appendix

Day 2 (Sketching):

Appendix

Day 3 (Making a decision):

Appendix

Day 4 (Prototyping):

Appendix

Day 5 (Testing):

Appendix

Prototype 1.0:

Appendix

Prototype 2.0:

Appendix

Prototype 3.0:

Interview Guide

Presentation Outline

Introduction

• The Team
• Objectives of the Design Sprint
• About MyResponder

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Monday:

Tuesday:

Wednesday:

Thursday:

Friday:

User Interview Guide

Pre-interview questions:

1. Have you heard of the MyResponder App?
1. Yes
2. No - Interviewer explains the app
2. Are you CPR certified?

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As this is a scenario based task, we’ll be taking you through the different steps. Please think out loud as you are performing the tasks so that I can better understand how is the experience like for you.

User Interview Guide

You’ve heard about the MyResponder App from a friend and recently downloaded it, even though you are not trained in CPR.

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While on your way home, you received a notification about a case nearby. Your task is to successfully respond to a case.

User Interview Guide

Note: User should click on “Accept”

User Interview Guide

Interviewer:

You check how much time have elapsed and you rush your way there. (Optional to say)

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You have reached your destination. �(Optional to say)

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User should click on the middle button.

User Interview Guide

Interviewer as ops centre:

Looking at my screen, I see that you are non-trained responder. Not to worry, as I will guide you through the process. Could you please press the button when you’re ready to perform the CPR?

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User presses the button.

User Interview Guide

Interviewer as ops centre:

Pretend that I’ve already taught you how to position your hands etc., please do the compression according to the timer.

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Interviewer as yourself:

The patient has regain conscious and starts to vomit. The paramedics are not here yet.

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You’re not sure what to do so you decide to look for the first-aid guide. Can you locate where that is?

User Interview Guide

User should click on “vomiting”

User Interview Guide

User should read the instructions then click back.

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Interviewer:

The paramedic has now arrived. How would you complete the process?

User Interview Guide

User should click on the green button.

User Interview Guide

User should click yes.

User Interview Guide

User should go back to home.

Day 3: Voting

Focusing on

Cardiac Arrest cases

One of the main purposes of the app is to reduce the mortality rate for Out of Hospital Cardiac Arrests (OHCA), in addition to fighting fires in the shortest amount of time possible.

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Taking into account the prevalence and severe health risks brought upon by OHCAs, this case study will be primarily focused on cardiac arrest cases.

Increased survival rate of cardiac arrest cases in Singapore

3000+

Cardiac arrests in Singapore every year

This helps to ensure that everyone involved is in the right place at the right time, doing the right thing, with the right information,

Please feel free to zhng i have no idea liao LOL

and ultimately reduces the time it takes for volunteers to respond to an emergency.

Please feel free to zhng i have no idea liao LOL

In conclusion, we believe that the solution we designed has sufficiently answered our sprint question, and therefore, a success!

Please feel free to zhng i have no idea liao LOL

User uses the map to navigate to the patient. They read the first aid instructions on the way.

User reaches victim and contacts Ops via the app to let them know they have reached the patient.