Overview

Patrol officers and first responders are constantly on the move while in the field, creating a critical need for an enhanced mobile experience. Mark43 has the opportunity to empower these users by enabling them to view real-time events directly from their mobile devices and seamlessly assign or self-assign to incidents. The ultimate goal is to provide full mobile data terminal (MDT) functionality on the go, allowing first responders to operate with greater efficiency and responsiveness wherever they are.

Timeline

June - Aug 2021 (3 months)

Role

I collaborated closely with my Product Manager and mentor to conduct primary and secondary research, validate and test design concepts, and deliver the final product vision specifically tailored for Android users.

Discovery

Why is this project important? It ensures first responders stay continuously updated on current incidents even when they step away from their vehicle or lack access to a Mobile Data Terminal (MDT). Instead of relying solely on radio communication, they can quickly reference a streamlined handheld mobile interface, improving situational awareness and enabling faster, more informed decisions in the field.

The Mark43 Mobile Data Terminal on Desktop Web (All Events, Dispatched Events)

The mobile screens that were built out at the time - I was to be working on the Queue page specifically

Design Process

Early Design Exploration

For my discovery research, I reviewed the user needs and requirements outlined in the PRD and explored similar competitor applications to draw inspiration from their approaches to providing easy access to event lists and information. I then quickly moved into ideation to gather feedback and validate my design concepts early in the process.

At that stage, I explored three different design options:

Option 1: A scrollable panel at the top of the screen allowing users to switch between All Events, Pending Events, and Dispatched Events.

Option 2: Integrating event types into the Sort feature to save screen space, with All Events set as the default. This option depended on how frequently officers would need to switch between event types.

Option 3: A variation of the top panel featuring a “Click to View” call-to-action instead of buttons on the events page. I also experimented with different styles for the event cards and CTA buttons.

Usability Testing + Getting Feedback!

After brainstorming multiple design approaches and creating key screens for each option, I felt it was the right time to validate the work by gathering feedback from officers and first responders on the mobile screens.

Feedback + Insights

I presented my design explorations to seven former patrol officers and supervisors, and also gathered feedback from the design, product, and engineering teams. The consensus was that the CTA button on the event page was crucial and preferred by nearly all interviewees over the “click to view” option. Meanwhile, the top panel style from Option 3 was the most favored by both officers and the design team, leading me to develop several variations of that design.

Following these updates, I conducted virtual sessions with three different police departments to test and validate the designs. Their input included valuable minor adjustments and edge case scenarios, which I incorporated through continued iteration until the designs were ready for final review.

On-Site Research

During my internship, I also had the amazingly opportunity to shadow my fellow designers and product managers on an on-site research trip at two different police departments in Orange County, California.

I even wrote my first Medium article about it; I was able to gain clearance and tag along on ride-alongs and sit in on dispatch center call shifts. I got to experience the day to day life of a patrol officer and get real life validation for the feature I was working on.  It was especially designed for officers that are on the move so seeing first-hand how our products were used in a real life setting was truly an invaluable learning experience! 

Final Design + Shipped Product

This feature that I designed was shipped and built out a little while after my internship ended! I was able to fully flesh and build out an events page parity feature as well as the functionality behind the Assign/Assist buttons and Sort/Filter feature. 

Just some of the final key screens from the project!

Additional Project + Next Steps

After finishing up the events page project, I still had some time left before my internship ended so I also tackled the Assign/Assist Feature as well as the Sort/Filter feature on the Events screen. I was able to finish up the final MVP screens for the Assign Feature as well as create some initial designs for the Sort/Filter feature. After experimenting a little bit with the functionality and designs, I left all the documentation and designs I created for the next designer to continue off of after the end of my internship. 

For nexts steps I would:
01: Continue user testing and validation on both the Assign/Assist and Sort/Filter screens + iterate based on user feedback
02:  Flesh out the full scope and functionality of the Filter feature 
03:  UI refinements

Reflection + Takeaways

Over the course of these three months, I gained deep insights into public safety and the sensitive nature of the work involved. Shadowing police officers and dispatchers in the field gave me invaluable firsthand experience. As my first in-person work experience since the start of COVID, it was especially memorable to see how my designs would be implemented and impact officers’ day-to-day responsibilities.

Taking ownership of my projects and presenting my designs to various teams was initially nerve-wracking. However, as I began leading feedback sessions and collaborating across departments, I found myself genuinely enjoying the process of learning from others. I researched, ideated, and iterated on designs with input from stakeholders, designers, engineers, and even executive leadership. Working closely with engineers and product managers was a new and rewarding challenge, and while there was a learning curve adapting to the technology and jargon, it helped me grow professionally.

As the sole product design intern, I felt a lot of pressure to contribute meaningful work, but I was incredibly fortunate to have a fantastic mentor and a supportive design and product team. Their guidance and encouragement ensured I had the resources and support necessary for a successful project and internship.