Responding to over 7000 calls a year, the First Responder Unit is a critical part of the Scottish Ambulance Service (SAS). In order to improve operational efficiency, SAS initiated an effort to optimize and streamline the treatment incident protocol for emergency dispatches 

Insights gathered from field research and ethnographic studies revealed that current information collection methodologies are a major hindrance in the workflow of the first responder administering treatment 

The existing information collection form was redesigned for immediate implementation. A sensor-based wearable band and a digital tablet application was created with a focus on information collection at the scene of the incident

The wearable device increased the accuracy of recorded information while the digital application helped reduce data redundancy through improved information architecture. The redesigned physical form reduced information collection time by 30% thereby enabling immediate improvements in operation upon implementation

TEAM

Emil Alex

Kevin Macdonald

Sarah Morgan

MY ROLE

Service Design Lead

User Researcher

UI Designer

Co-presenter

TOOLS AND METHODOLOGIES

Stakeholder Interviews / User Surveys / Field Research / Contextual Inquiry / Affinity Diagrams / Journey Mapping / Wireframing / Rapid Prototyping / UI Design / User Testing  

THE PROCESS

The project had four phases which covered the entire design process from research to testing

THE CONTEXT

The involvement of Community First Responders (CFRs) in medical emergencies in Scotland, and in particular the remote and rural areas, has expanded in recent years. This has been in response to the geographical and organizational challenges faced by ambulance crews  during medical emergencies

PARTICIPANT PROFILES

Gathering insights based on qualitative and quantitate research methods

DESIGN RESEARCH

Illustrated storyboards of a first responder's activities when a patient (Bob) suffered a cardiac arrest at his home in Rannoch

EXPERIENCE MAPPING

The experience map highlights the pain-point Community First Responders encounter while attending to a call and administering to the patient in need

DESIGN INTERVENTIONS

Scoping the areas of work

PHYSICAL INTERVENTIONS

Redesigning the information form based on principles of semantics

THE WEARABLE

In order to help First Responders focus on the task at hand, a wearable was developed that helped them monitor and record the critical statistics of the patient they are attending to

INTERFACE DEVELOPMENT

Through multiple rounds of iterative ideation, a highly efficient user interface was developed for the wearable band

TABLET APPLICATION

A corresponding interface was developed for the tablet used by the ambulance crew which enabled them to track the status of the patient remotely as they were en-route to the scene of the incident. This allowed them to be better prepared when arriving at the location and to ease the trouble of information handoff for the First Responder

EMIL ALEX 2018