Because this was a rapid response project with a tight timeline, performing thorough research early on was difficult. Our target users were a vulnerable population, so access was extremely limited and we had to get creative with whom we spoke.
We relied on HRF subject matter experts and consulted with people that worked frequently with our target population, such as community organizers in our networks.
Key Insights
This is the default text value
The right info at the right time is key
Sharing the right information at the right time builds trust, avoids overload, and helps users complete tasks more successfully.
This is the default text value
Sample prompts inspire users and help them complete tasks faster
Providing examples helps users understand what details matter in an emergency plan and inspires them to include the right information.
This is the default text value
Sometimes you have to compromise one design principle for another
We learned that safety and trust had to come before ease of use. Some design decisions prioritized privacy over simplicity—because if users didn’t feel safe, usability wouldn’t matter.
