User-centered design of an app to explore and engage in volunteering opportunities in York

The task

We were tasked with designing an app for the people of York to explore and engage in volunteering opportunities, with a focus on 3 key features that emerged from research.  In addition, we were also required to design an additional functionality for users that emerged from the user requirements gathering work.

Methodologies

An online questionnaire and semi-structured interviews were used in this study's research model to gather data. People living in York were chosen as the target population. Some of the interviews were conducted online via Zoom platform while some were conducted in-person. The questionnaire consisted of 20 total questions, which would take around 10-15 minutes to complete. For the interviews, participants were asked 10 preset questions about three topics: first, basic information; second, about their experience of volunteering; and third, what they would like the approach to be.

Semi-structured Interviews

We extended invitations to 11 participants for the interviews, with a particular focus on York residents who demonstrate a keen interest in and frequent involvement with volunteer work. Our primary objectives for conducting these interviews were two-fold. Firstly, we aimed to gather genuine insights into the challenges and user needs associated with finding volunteer work, by eliciting descriptions of past experiences and expectations during the registration process. Secondly, we sought to establish a robust supplement and foundation for the questionnaire.

Data analysis

To investigate the collected data of the research model, we employed the methodologies of frequency analysis and content analysis. The qualitative data from the interview was coded while the quantitative data from the questionnaire was examined using visualizations such as data graphs. Later, both sets of data were combined and analyzed using frequency analysis, and the resulting patterns were scrutinized.

This investigation identified three main user demands, namely clear descriptions of activities, availability of chatbot or customer support, and feedback options such as emailing, online posting, or sharing videos of their experiences. Long-form filling, lack of training aids, and unclear or incorrect activity descriptions were the most common issues encountered by the users.

Scenario-based design 

Next we used scenario-based design to understand how someone like Chandler currently uses an app to explore volunteer activities, and what additional features could help them. 

We wrote: 

• Current scenarios based on multiple personas

• Claims analyses of these scenarios ( specific positives/negatives) 

• To-be scenarios, with possible solutions to current negatives  

Interactive System Prototype 

The design process started with the paper sketching of the wireframes using the analysed data and by referring to the personas and the scenarios, which were then evolved into a digital prototype. To ensure that the interface is functional, efficient, and consistent and to create a positive user experience, Tog's design principles were consulted at every stage of the design process.

The following main functionalities were initially sketched-

1. Search feature and filter options to discover a range of volunteering opportunities.

2. A predefined set of options to choose the user's preferred date and time for the activity.

3. Feedback options to allow users’ to keep a record of their volunteer experiences.

4. Chatbot was chosen as an additional component of functionality based on the trends seen in the data that has been analysed. 

We started out with pen and paper wireframes, followed by a low-fidelity digital prototype using figma. Here are some of the screenshots of the wireframes:

Expert Evaluation 

The prototype underwent a thorough evaluation process utilizing Neilson's Heuristics, which involves identifying and rating the importance of any usability issues. The evaluation applied nine core usability principles from Neilson's heuristics to rate the recorded issues. As a result of this evaluation, two main issues were identified and the design was refined accordingly, to enhance user satisfaction.

Usability Testing

The task-based User Evaluation method was employed to conduct a thorough usability test of our low-fidelity digital prototype. Ten participants were selected to participate in the in-person testing, during which they were assigned a series of tasks. Following the 'think-aloud' protocol, participants were encouraged to vocalize their thoughts while performing the tasks. With the user's consent, we recorded their audio feedback and took detailed notes on their experiences. To identify areas of improvement, participants were asked to fill out a table that included questions regarding usability issues and the severity of those issues.

Re-designing a Component of Functionality

The modifications to the design and functionality were made based on the severity and issue frequency. Our focus was on refining the recognition of icons, as many users reported confusion and uncertainty about their meaning and functionality concerning their goals. Users often confused the online customer service icon for a sound-related feature. This issue was classified as a high priority, as it disrupted user flow and hindered the successful completion of certain tasks. Following Nielsen's Heuristics, we addressed this by adding the text label "ChatBot" to enhance recognition. Similar annotations were applied to other icons (e.g., Favourites, Home, Dashboard), improving overall usability and the user experience. See below figures for examples.