Tools : Figma
SG Assist is a local digital platform that connects volunteers and beneficiaries, and allowing them to find help in real time.
This project was a team effort to help improve the current product, that was completed in 3 weeks in collaboration with SG Assist.
About The Project
Problem
Existing and potential volunteers are often finding opportunities to give out help to the community. But they may sometimes face difficulty in becoming a volunteer and also finding for causes/cases to volunteer.
Insights
People are more likely to volunteer in their free time and thus would prefer to have an easy and simple volunteering process.
Solution
To improve the platform so that users can volunteer easily and be encouraged to volunteer more on a daily basis.
Goal
To select a specific target group and help them have an easier time using SG Assist services to volunteer.
Embarking
To begin this project, we started off by trying out the product itself and doing primary and secondary research about the platform. We identified the existing functions and features the product currently have. Afterwards, we did User Journey, Experience Diagram and Satisfaction Curve of the flow of the onboarding process.
User Journey : The process and steps of a person's experience.
Experience Diagram : The emotional and mental state of the user at every step of their experience. Used to flash out details and gain insight on why a person might be feeling high or low satisfaction levels.
Satisfaction Curve : Level of satisfaction at each stage of the user journey. Used to visually determine pain points of a person's experience.
Based on the onboarding process, the process of signing up as a volunteer seems incomplete and user may feel as if they are left hanging.
The satisfaction curve is mostly on the low mood as we felt that the onboarding process is rather confusing and 'forceful' as there were no "back" button.
Towards the end of the experience diagram, the satisfaction curve went all the way down. This is because after one completes the sign-up process to become a volunteer, the verification page did not state for how long until one gets verified.
User Research
What is the goal?
The goal is to improve the platform where volunteers can use the services easily.
Who are the users?
Potential and existing volunteers are majorly the younger people, between the ages 20 - 35 years old, and also the middle-aged, between the ages 36 - 50 years old. As SG Assist is also a platform that allows user to receive help, the other users would be the beneficiary which are majorly the elderly.
What do they need?
In order to understand their needs, we did in depth user interviews with several people to help me create personas, which are visual representations of the user groups. This will then help us with the project research analysis and design work.
sofia, 20
sofia is a student that is looking forward to embark on her volunteering journey. she is fluent in more than 1 languages.
struggles: does not know how to begin helping others. unsure of what is in it for her
goals: to up-skill herself in relevant courses such as CPR training and elderly befriending
tommy, 40
tommy has been volunteering for quite some time and would like to expand his help for different causes.
struggles: faces difficulty finding for different causes to volunteer other than for the commonly targeted group which is elderly
goals: would like to volunteer for cases/causes that are different and for long-term
aunty dora, 65
auntie dora lives alone and thus often seeks help for her daily basic needs.
struggles: not comfortable with tech
goals: to receive help easily and to be able to use a platform easily to receive help
Focus Group
Our team also formed a focus group which comprised of 4 people, ages between 17 to 25, to try out the platform. With insights, from the primary research, the user research and also the focus group, we grouped all the insights onto an Affinity Diagram.
From the Affinity Diagram, some of the major key insights are :
... what exactly is the star system?
... interface may not be elderly friendly - fonts too small and colours too faint
... user switch if confusing - switch between "user mode" to "hero/volunteer mode"
Exploration of Ideas & Concepts
After synthesising the user interviews and clarifying what problems to solve, I used storyboarding to place the personas in their environment. After sketching user scenarios I could identify what to focus on.
I went on and found inspiration from various similar apps. We took inspiration from SG Cares for the classification of which causes users may want to volunteer for.
This allow us to add in more causes/services that users can select to volunteer for. Not only that, users (beneficiary) have more options to select from when requesting for assistance. This makes the app more inclusive as it is similar for classifications of user as well.
Low-Fidelity Wireframes
Based on the exploration of ideas and concepts, I began to design the onboarding process and the different features in low-fidelity.
Key Features
Badges System
A system that encourage users to be consistent in volunteering. Each badge carries points that they can use to - up-skill, donate, redeem, shop.
This system is similar to the current existing stars system, but more visually appealing. Badges can be purchased using credits.
Existing Star Pages
The existing stars system on screen seem confusing and users may not understand why they have to pay with actual money.
Badges given by the beneficiaries
Badges given by the system
Visual Design
For the design, we relate back to the current product by using the exact same colour scheme but converting that to distinguish the different users.
Typeface
Colour Scheme
Logo
Final Product
