Personal Access System for Services
A web app providing housing insecure individuals a safe place to store documents within their control.
Project Overview
Background:
PASS is a web app currently in development by the dedicated team at Code PDX, a Portland-based non-profit organization committed to advancing civic technology. After working closely with the Chief Technology Officers within local governments and speaking to many non-profit leaders about the need for safe and reliable document storage for organizations and individuals, our product sponsor launched PASS.
Problem:
People experiencing housing insecurity often face loss of important documents due to constant moving, unsafe housing situations, and homelessness. The safety and security of those documents being jeopardized due to their circumstances leads to denial or postponement of housing services. Thus perpetuating housing insecurity. How can we create a safe document sharing and storage system that allows for a quicker and more streamlined access to housing services for people experiencing housing insecurity?
What makes PASS different from other document storage web apps?
What sets PASS apart from other document storage tools is the use of SOLID technology. A key concept of SOLID is the Personal Online Data Store (Pod), which functions as a digital container for users' data. Each Pod can be hosted by any compliant provider, or users can choose to self- host, ensuring decentralization and giving users full control over their data.
My Role:
Product Design Intern
My Team:
Project Lead: Flo
Design Manager: Adriana
Designers: Laura, Kyle, Hannah
Developers: Andy, Ka Hung, Scott, Jared
UX Research
Goals:
We’re trying to understand the barriers experienced by individuals (faced with housing insecurity) in providing and submitting important documents to caseworkers. And understand what technology barriers caseworkers are able to identify in order to create better tools to streamline the process for accessing housing.
User Interviews:
Navigating our initial interview phase presented unique challenges. Given the sensitive nature of our project focused on housing insecurity, finding willing participants posed limitations. Ethical considerations weighed heavily, prompting a shift in our approach.
Ultimately, we chose to engage with case managers directly involved with this vulnerable population. Their wealth of experiences and insights became invaluable, steering our focus towards testing within non-profit organizations, a decision solidified as our product matured.
Leveraging my background as a case manager immersed in this field, I took charge of leading and facilitating our research interviews. This collaborative effort extended to our development team, ensuring their input on questions addressing technological constraints. These insights became the catalyst for shaping the trajectory, strategy, and overall direction of PASS for all teams involved.
User Interview Key Takeaways:
Housing service workers are key whenever people are missing documentation - they directly assist people in finding, uploading, and sending documents.
Common storage solutions (e.g. Dropbox, GDrive) may be perceived as unsafe by people working in housing services.
Housing advocates may mix up documents and associate them with the wrong person within internal databases, causing friction in the application process.
The impact of missing documents can vary depending on who is requesting it. For instance, some landlords can be strict while some service organizations will approve an application, even with missing or outdated documentation.
Both Case Managers and their clients' common access to technology is a cell phone, making this primarily how they communicate.
Technology that is secure, user-friendly, and trauma-informed is valued. Colors that are calming can be helpful - one participant mentioned red and yellow as colors that caused additional stress
Comparative Analysis
We dove deep into examining products like KIIP, Dropbox, and Google Drive, dissecting their features and functionalities. Drawing inspiration from My Digital Locker, a similar product in Baltimore that went through detailed UX research, we used it as a blueprint. This process was a close team effort, working hand-in-hand with our development team. Together, we fine-tuned essential features by sharing insights gathered from our UX interviews with frontline case workers, providing valuable recommendations to shape our next steps.
Meet Susan, Our User Persona
My main focus became providing insights to the team about the perspective of the case manager. Even though there are many different kinds, I decided to focus on my research participants to assist with use cases. I created a user personal to better represent my findings to present to other teams and for any future members who worked on this project.
User Flows
We crafted a streamlined user flows to visualize the intricacies of the interactions between case workers and each page and function within the app. Beyond aiding the design team in refining screen direction, this chart served as a vital tool for the development team and management, providing a clear understanding of how app screens would be designed and enabling seamless execution of their roles.
Sketching Wireframes & Low-Fi MockUps
Guided by case worker interviews, we chose a mobile-first approach for our product. Through collaborative sketching, we designed essential screens for our MVP, refining them based on feedback sessions. Transitioning to low-fi mock ups, we established the initial app flow. Although interviews informed some of PASS, we worked closely with our dev team, integrating technical considerations and insights from similar products to shape our skeletal design.
Establishing Visual Design
Crafting the visual design for PASS was a process that evolved over time. Initially not our primary focus, we dedicated substantial effort once our screens and functionalities were well-defined. I played a significant role in researching and refining the visual aspects of PASS, actively contributing examples, and participating in a visual design and branding exercise led by a seasoned designer.
Testing, Feedback, Iterations
We conducted feedback sessions, user testing, and did many iterations adjusting to the feedback and technical support we received. These sessions ultimately informed the current version of PASS. This is still an ongoing process as the app is still being developed. Below is an example of one of the feedback/ testing sessions we did prior to implementing consistent visual design practices.
The Prototype
Reflections & Next Steps
Navigating this role and project presented numerous challenges. As one of the original designers, the project's initial ambiguity posed a unique difficulty. Collaborating with a team of designers was challenging, but the absence of a rigid design system at the start allowed for creative dynamism. Each designer contributed their unique touch, creating a flow that evolved through iterations. This experience enriched my understanding of collaboration with developers and designers at various levels, providing an opportunity to tackle real-world problems. Overall, it was an enjoyable internship and project.
Next Steps
The Design team is currently refining the prototype, ensuring every detail in the designs is pixel perfect. The app's leadership team has engaged with over 10 groups or individuals interested in PASS and plans to showcase our designs in the coming months. Further user testing is on the horizon to validate the Minimum Viable Product (MVP) we've developed thus far.