CC App (Incident Management)

Overview

I led the design of the second release of the CommandCentral App which includes incident management. This feature allows officers to have greater situational awareness with access to ongoing incidents and their details, as well as knowing where other units are at all times.

Problem

Currently, officers spend at most 70% of their shift responding to incidents. They use several different systems for various everyday tasks they are responsible for. The lack of integration between their CAD (computer aided dispatch) system for incidents, records system, and citation tool creates several manual processes for them. Additionally, these systems exist on their MDT (mobile data terminal) which is designed as an in-vehicle solution. They currently do not have access to these tools when outside of their vehicle.

Approach

In order to design for the ideal solution for officers, I conducted several in-field visits to various agencies around the country. I sat alongside them on ridealongs, witnessing their workflow from start to end of shift. I analyzed and probed how they respond to incidents and what information is key at various points during the incident. I also conducted interviews with officers and SMEs.

Process Work

Understanding who the user is and the incident lifecycle so we can begin to understand what information is key at different phases of their workflow.

Design

Findings

Plan ahead.

Changes to organizations and product teams are inevitable. As designers, we need to work closely with product management to plan ahead and influence the roadmap as blockers may come in the way.

Future Work

The next iteration of CC App will include incident and case reporting, Motorola’s public safety virtual assistant, ViQi, and integration with the digital evidence collection app, Capture. Design and development of these features have begun and expect completion in 2020.