West Midlands Police: citizen self-help portal

Create at: Fjord 2016
Role: Service and Interaction Designer
Team size: 2 visual designers, 1 service designer, 1 lead, 5 managers

West Midland Police first reached out to Accenture in 2014, and after 2 years of discussions, Accenture teamed up with Fjord to work together on an initial service design research and concept-ing phase. The grand vision: to re-imagine and develop the future of their digital experience for citizens.

The project ran for 8 weeks, during which we collected some qualitative and quantitative insight, we then ran a workshop to map existing journeys with citizens and police stakeholders which helped us generate ideas together, and we finally put together key design concepts and roadmap for future phases.

QUALITATIVE INSIGHTS

We interviewed 35 people, including citizens, partners, police officers, and neighbourhood watch volunteers. Through scenario-based interviews with relevant stakeholders, we put together journeys for key crimes.

Above is one example of a witness to a robbery who calls 101 to provide intel on the case, which shows the interaction between the citizen and the 101 call response, background activities, and frustrations experienced by either of the two actors.

QUANTITATIVE INSIGHTS

In parallel, visual designers on the team analysed 3500 calls and created beautiful data visualisations.

These describe the pathways for the most common crimes in these unsafe neighbourhoods, the likelihood of those being reported to the police, and the variations in processes depending on evidence, witnesses, etc.

KEY VARIABLE CRIME JOURNEYS

We ran a full-day co-design workshop with colleagues, partners, and citizens, resulting in a consolidated strategy, from which we built 5 key variable crime journeys with 21 unique concepts.

The following is an example of Aisha, who is verbally abused in her building because of her ethnic background. She feels intimidated and is scared for the safety of her children. This journey describes Aisha reporting the crime using the self-serve citizen portal, including the variables one can encounter in the journey depending on whether there is evidence to back up the case, etc, covering a number of scenarios.

DESIGNING CONCEPTS

We designed and prototyped 3 unique concept flows, for which I was responsible for wireframing and putting them together into an InVision clickable mockup.

The following are snapshots of those flows, with branded design applied by the team's visual designers.

Concept 1: Helping you understand your options, getting informed on process and rights

Concept 2: Incident reporting, dynamic form

Concept 3: Feedback and process journey, giving clarity on the case while it’s being processed and possible next steps

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