Rés by the United Nations
Build a mobile application that functions as a resource guide and incorporates a chatbot.
Duration
Two weeks
Role
UX Designer
Tool
Axure
Overview
The United Nations Organization was created in 1945, to maintain international peace and security across the world. The UN protects human rights, delivers humanitarian aid, and promotes sustainable development. While the UN does amazing and wonderful things for the global population, the staff members who work here need tools and resources they can access both online and offline.
Scope: Create a mockup of a mobile application that serves as a resource guide for conflict resolution. Design a user flow that guides staff members to search policies, file complaints and interact with a chatbot named Rés.
Research Process
My team, Seth and myself, began with reviewing documents and resource guides provided by the client. We familiarized ourselves with the exact process the user will follow, then organized which office deals with which issues.
We identified key terms and processes that served as the basis for the information architecture of both mobile application and the chatbot.
Additionally we conducted a comparative analysis of other chatbots to identify features we must include, and what the user expects.
We had to decide on a chatbot personality. Seth thought of the name Rés, short for resolution and we decided she would have a friendly yet professional personality.
Design Process
Mobile Application/Resource Guide
The signup process was the trickiest part because there were a million ideas running through my mind. I wanted to create a secure sign up process to ensure only staff members could sign up. However, for this mockup I decided to keep it simple because I realized I was trying to do too many things with a rapid mockup.
Onboarding Process: The mobile app collects general information about the user: location, office, region and language preference. By doing so, the user is guaranteed to have the most accurate contact information and policies. This is important because I learned each region has different points of contact and processes.
Information Architecture: Next was the organization of information. As stated above, I read through and organized which office is responsible for which topic.
I was able to sketch my ideas into a mobile application.
I started with icons on the homepage, so the user can select what they want to do. However, upon discussion with Seth we decided to make the chatbot the entire homepage since this was the main ask of the client. Additionally we integrated a search bar on the top of each page of the application, for easy access to resources and quicker engagement.
Final Designs
Chatbot
My partner Seth, was the Chatfuel expert and was able to demonstrate how Rés can effectively give you the necessary resources and contacts.
We even included clickable preselected answers so staff members have an easy time identifying what is their concerns. We noticed this was a function that several chatbots offered and would be necessary in ours.
For our presentation, we created the following use case scenario:
A staff member overhears discriminatory comments in the breakroom. He/She is not sure what to do, since the other person is from a different department.
Axure Prototype
I created a prototype of Rés in Axure which included the resources we found useful while we created our sitemap and user flows.
One of the changes I made from the wireframes was adding the option to select your language preference, especially since the organization is international not every user may speak or understand English.
Additionally, I included accessibility options since employers should not discriminate against employees.