Client: Alert Inform

Duration: One-week Sprint

Services: UX Research • UX Strategy • Product Design • Visual Design • Copywriting

Working on this solution as product manager and sole designer, I delivered an interactive and user-tested app prototype of Alert Inform in a lean one-week sprint, following a rigorous six-step process. This consisted of discovery, research, definition, visual design, product design and validation.

Investigating the market success of other outbreak apps designed across Europe during the COVID-19 pandemic revealed that user adoption has been consistently low. Overall, there has been widespread mistrust of these apps, especially from a privacy standpoint.

From a quantitative survey of 18 users in France, Italy and Germany, it emerged that many were unsure of the actual need they had for these apps. Some were concerned that they provided unnecessary features, while not meeting simple requirements like a clear indication of the current threat level specific to the users.

An individual brainstorming session allowed me to identify common pains that Alert Inform’s potential users have experienced during the COVID-19 pandemic as a result of ambiguous public messages. I could then explore solutions to these problems in the form of features and their impact.

To differentiate Alert Inform and ensure it wouldn’t encounter the same low adoption rate as other tools across Europe, I placed a focus on a simple area-based alert level and related guidance. These could meet users’ needs and create a valuable role for the app.

A qualitative survey with five UK-based speculative users of Alert Inform allowed me to verify through Kano modelling which features could bring the most value while also not sacrificing immediacy and usability, confirming that access to the local alert level and to measures to follow were highly desired.

It became clear that custom information targeted to those shielding could make a real difference. The capacity to easily use the app without registering an account was also seen as a must. The survey confirmed that complex features like an interactive map of cases, with many interactions required, could be an obstacle to usability.

Designing for demographics as varied as those of a country of nearly 70 million people required extensive research into the UK’s population. The Office of National Statistics’ Overview of the UK Population 2019 paved the way for an analysis of the sheer diversity, characteristics and change factors of the UK population.

This research allowed me to define five personas as archetypes of the UK’s diverse population, and to individuate an array of scenarios, needs and pains during the COVID-19 pandemic. To allow a fast project turnaround, the necessities of two of these personas, Jill and Graham, then guided Alert Inform’s design process.

Journey mapping made it possible to visualise how the two personas could interact with Alert Inform at different stages on the basis of their goals and expectations. From discovery and consideration to onboarding and advocacy, the mapping of Jill’s and Graham’s experiences was vital in establishing what users could benefit from.

Aligning the journey maps’ pain points, expectations and opportunities allowed me to bring together the content and features that would meet these. I then organised and visualised these in a clear flow chart of the app’s functionalities, from the start of a user’s journey at first opening through to their habitual use of the app.

Four principles based on the two user personas and the maps of their journeys guided me throughout the definition of Alert Inform’s functionalities. The app needed to be universal, accessible, easy to use and protective of user privacy in order to stimulate public adoption.

The next step consisted of transforming the flow chart — following the guidance of the four usage principles — into a high-level structure of Alert Inform. Through sketching I explored and tested the arrangement of features and interaction points as part of a user interface. These sketches then evolved into a detailed wireframe.

Before proceeding with the creation of a more complex prototype of Alert Inform based on the wireframe, I had to define in detail a visual identity for the app. This was driven by Alert Inform’s four usage principles, aiming for a design system that could be immediate and accessible to users. 

I produced a design toolkit mapping all user interface requirements for the app. These included the use of typography and colour to create a visual hierarchy, as well as features like buttons and labels — in both default and active states of use.

As part of Alert Inform’s core feature of notifying users of the specific pandemic alert level in their local area, I matched a colour-coded alert system — from red to teal — to a set of illustrations tailored to each level. These would appear on the app’s alert level screen and are a small, simple touch to enrich user experience.

The user interface and accompanying illustrations are available in both a light and a dark mode, to satisfy users’ own visual preferences.

Alert Inform’s icon was based on a visual representation of the concept of lockdown: a house within a shield, symbolising the safety of staying at home. The shade of teal in use alludes to the lowest level in the Government’s alert system – disease elimination – as a symbol of empowerment and hope for an end to the pandemic.

The result of combining Alert Inform’s high-level wireframe with the app’s visual design toolkit was an accurate and interactive prototype. It was crucial that this could be as close to the real app as possible, so that could it be tested easily by a pool of prospective users.

At the first opening of the app, a simple, five-step setup allows users to configure the experience based on their needs. Users on the shielding list can tailor their alert feed and safety guidance to their specific needs. Localised information is received by asking a user’s postcode — bypassing the need for GPS tracking.

After the initial setup, users are welcomed by their local and up-to-date alert level every time they reopen the app. The alert level is labelled clearly; additionally, if a user’s local area is in lockdown, this is shown by a second, specific label. Changes in the alert level are also sent as notifications.

The interface was designed with a focus on quick access to the app’s main features. Designing for usability led to large and well-spaced interaction points, as well as layouts based on ease of reach. From the main alert level screen, opening the corresponding guidelines is clear, simple and prioritised over access to settings.

To guarantee to users that they are having access to the latest and most up-to-date information, a synchronisation status is show at the top of the alert level feed, which is refreshed every time the user reopens Alert Inform. This and other features are immediate and consistent in both light and dark modes.

Alert Inform leverages the Government’s use of a situation > action workflow to describe every alert in order to give users reassurance and control over the pandemic. At every level, an impartial description of the current threat is accompanied by actions that are essential to respond to the outbreak peril.

Without the opportunity to test Alert Inform directly with visually impaired users, this phase started with a check of the app’s colour scheme contrast against the Web Content Accessibility Guidelines, in both light and dark modes. This ensured adequate contrast.

To meet the needs of colour-blind users, I also tested Alert Inform against a range of colour deficiency types. The app performed well and remained understandable across its features and colour-coded alert levels. Notably, clear messaging alongside each alert level means that colour vision is not indispensable to use the app.

Next, I conducted a task-based usability testing session with five remote users. They were introduced to the prototype of Alert Inform, completed tasks like the initial setup and finding the correct safety guidance, and were asked to appraise the app. Overall, users appreciated the simple interface and clear safety messaging.

During the test, I noticed that two participants struggled with a step of the setup process, which was asking them to enable notifications and to subsequently accept the app’s terms and conditions. They were unsure whether the two approvals were related. This was solved by placing the two features onto separate screens.

During the appraisal stage, non-leading questions allowed me to gain an accurate insight into the users’ experiences. These revealed that users were satisfied with the app’s limited, yet immediate features, confirming that more complex functionalities — like an interactive map of cases — could have reduced Alert Inform’s usefulness.

Alert Inform’s accessibility, universality, ease of use, focus on privacy and positive user feedback could make the app a success on the various app stores. While this prototype was focussed on an iOS version, Alert Inform could easily be adapted for other mobile operating systems like Android. 

In the face of calamities like COVID-19 and the similar, unavoidable pandemics to come, Alert Inform could create a sense of public reassurance. It could make users feel that the authorities are there to help them and guide them through the worst times. It could provide a fresh start after the mishandling of COVID-19’s first wave.

Alert Inform was a unique chance to employ user experience design to unite people and make life under the COVID-19 pandemic better. Thanks to this project, I realised how important it is to ensure that a digital experience can be accessible to people of all ages and abilities, and from all walks of life.