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HandUp presentation
 

HandUp presentation

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As a student project, my classmate and I were asked to add an update feature for our client, HandUp. Normally this would be easy, but the people providing the updates are homeless. So we needed to ...

As a student project, my classmate and I were asked to add an update feature for our client, HandUp. Normally this would be easy, but the people providing the updates are homeless. So we needed to look a little deeper to find a way to interact with them.

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    HandUp presentation HandUp presentation Presentation Transcript

    • Design by: Michael Bush and Ed Lewis Student Project. General Assembly UXDI Winter 2013
    • About the Product: HandUp is a website that enables people to donate money towards the needs of homeless people in San Francisco. It does this by partnering with a group that already works with the homeless and unlike other charities, 100% of the donation goes to the receivers and donors can direct donations to specific people. About the Project: The HandUp team at General Assembly was looking to create a way to deepen the connection between donors and members with updates and donor comments. This connection is expected to be good for encouraging donors to make more donations in the future.
    • HELPING OUT $
    • HELPING OUT Perpetuating problem? Paying for booze or drugs? Having an impact? Do I need to give every time? Is this weird? Am I doing the right thing? $
    • HELPING OUT $ goods services
    • HIGH-LEVEL USER JOURNEY Janice Donate Donor sees a person in need Visits the person’s profile online to donate Donation delivered as limited gift card
    • HIGH-LEVEL USER JOURNEY Janice Donate Donor sees a person in need Visits the person’s profile online to donate Existing Donation delivered as limited gift card Member provides an update after receiving donation Donor responds with supportive comment Our goal
    • DESIGN CONSTRAINTS • Support devices members use - Many members have cell phones with smaller screens than smartphones. This means there’s limited space for text interactions. • Very limited staff time - Cut out as much staff time needed as services are already stretched thin and members can only meet in person once a week right now. • Sensitivity in messaging - Messaging needs to be true to the needs of the people being served.
    • Prototype: http://z3t7dx.axshare.com
    • A tale of two screens
    • DONOR
    • DONOR MEMBER
    • DONOR MEMBER
    • DONOR MEMBER
    • DONOR MEMBER
    • DONOR MEMBER
    • DONOR MEMBER
    • DONOR MEMBER
    • ACTORS Member Donor - Members (receive money) from donors. - Donors (give money) to members. - Members (thank donors) with updates and comments - Donors support members with (comments on updates). HandUp staff - Staff (moderate updates and comments) from donors. HandUp system - System (sends texts) to donors to encourage them to post an update - System (sends texts) to members with messages from donors
    • submit donor gives money to member yes system sends email and SMS to member member picks up gift card from service provider? 1-3 days pass no system sends email to donor
    • days pass yes member picks up gift card from service provider? no system sends email to donor 24-48 hours later system sends email and SMS to member asking for update member replies with update? yes 1-7 days pass no system sends message on to staff
    • urs submit system sends email and SMS to member asking for update member replies with update? yes 1-7 days pass system sends message on to staff does staff think update is OK to publish? no yes no 1-7 days pass no can it be edited to be published? yes system posts update to member page and alerts donors
    • submit does staff think update is OK to publish? yes system posts update to member page and alerts donors submit donor comments on update system sends comment to member via email/SMS member receives message no can it be edited to be published? yes 7 days pass
    • submit donor gives money to member yes system sends email and SMS to member member picks up gift card from service provider? 1-3 days pass no system sends email to donor 24-48 hours later submit system sends email and SMS to member asking for update member replies with update? yes 1-7 days pass system sends message on to staff does staff think update is OK to publish? no yes system posts update to member page and alerts donors submit donor comments on update system sends comment to member via email/SMS member receives message no 1-7 days pass no can it be edited to be published? yes 7 days pass
    • submit donor gives money to member yes system sends email and SMS to member member picks up gift card from service provider? 1-3 days pass no system sends email to donor 24-48 hours later submit system sends email and SMS to member asking for update member replies with update? yes 1-7 days pass system sends message on to staff does staff think update is OK to publish? no yes system posts update to member page and alerts donors submit donor comments on update system sends comment to member via email/SMS submit member replies to email or SMS? yes no no 1-7 days pass no can it be edited to be published? does staff think update is OK to publish? system adds member reply as new comment yes no yes 7 days pass 7 days pass 7 days pass
    • Current Update and comment process submit donor gives money to member yes system sends email and SMS to member member picks up gift card from service provider? 1-3 days pass no system sends email to donor 24-48 hours later submit system sends email and SMS to member asking for update member replies with update? yes 1-7 days pass system sends message on to staff does staff think update is OK to publish? no yes system posts update to member page and alerts donors Optional submit donor comments on update system sends comment to member via email/SMS submit member replies to email or SMS? yes no no 1-7 days pass no can it be edited to be published? does staff think update is OK to publish? system adds member reply as new comment yes no yes 7 days pass 7 days pass 7 days pass
    • C O M P E T I T I V E A N A LY S I S updates comments donations to people goals donation amount kickstarter yes yes no yes any indiegogo yes yes yes yes any rally.org no yes no yes any kiva zip no yes yes yes 2 options crowdrise no no yes yes any watsi no no yes yes any
    • I T E R AT I O N S After conversations with stakeholders it quickly became clear that we needed to enable a way for members to update without direct help. Since cell phones are relatively common it became a useful tool in the whole process. After that it we changed our focus from just the website to more of a hybrid model so conversations could go back and forth between different types of devices.
    • THANK YOU Ed Lewis edlewis@gmail.com Michael Bush michaelfbush@gmail.com