Multitude Insights is a Cambridge-based technology company that provides "intelligent tools for public safety". They engaged my team of UX Designers to redesign and flesh out their flagship application: BLTN. By harnessing the power of Natural Language Processing artificial intelligence, BLTN helps law enforcement investigate and collaborate across departments and jurisdictions.
Client: Multitude Insights
Timeframe: 3-week design sprint
Objective: Website application redesign
Role: UX Researcher
Team: 2 UX Designers (+ me)
Tools: Figma, Google Workspace, Slack
Multitude Insights asked that our redesign of BLTN promote two key user behaviors: "stickiness" and connectivity.
The existing BLTN design had the core functionalities in place. My team was brought in to evolve the application. This entailed creating some pages from scratch and building upon the parsimonious interface of the initial design. While developing parts of the application anew was exciting, we always tried to stay true to the underlying design ethos of BLTN: simplicity.
To begin, my team conducted a competitive and comparative (c + c) analysis, in the form of a feature inventory, in order to get a sense of the landscape in which BLTN was operating. By looking at similar applications and services in the law enforcement data industry, we were able to identify features that helped BLTN stand out and those from competitors that might benefit BLTN.
With solid footing provided by the feature inventory, we turned our attention to surveying (potential) users in law enforcement to understand their habits and preferences. From the 12 respondents, we were able to learn valuable insights like the following…
58% claimed to spend 4+ hours on paperwork DAILY.
58% prefer visual information, as opposed to written and audio.
42% prefer email communication in the workplace, instead of phone call, meet in person or text.
How much of your shift is spent on paperwork (hard copy and digital)?
How do you prefer information to be presented to you?
What form of communication do you prefer in the workplace?
From the survey responses, we were able to schedule 6 interviews, in order to dig deeper. With an eye towards the future, we interviewed a variety of public safety officers, including federal and local law enforcement, as well as private security personnel.
With everything gathered from the c + c analysis, surveying and interviews, we were able to develop a persona to embody our target user – introducing Pete!
With Pete – the persona – in mind, we started generating ideas for how to facilitate collaboration and promote stickiness (buy-in) on BLTN. By mapping out current and proposed user flows, we were able to streamline the process for users and simplify the experience.
With the user journey(s) in mind, we then began hand-sketching rough designs for the user interface. From there, we developed grayscale wireframes, which we then converted to an initial hi-fidelity prototype.
Using our hi-fidelity prototype, we conducted 4 usability tests on users – some of whom were familiar with the original BLTN product and others who were not.
Based on usability test findings, we improved our prototype to allow for easier navigation, enhanced user confidence and cleaner visual design.
An intuitive, centralized and rewarding information and communication hub for public safety officers.
Given that BLTN is a very new application, the sky is the limit in terms of where it can go. While my team attempted to add a variety of elements to the interface, we were wary of "scope creep", which can tend to rear its head when designers are given so much space to play in. That being said, were I to continue working on BLTN, I see tremendous potential with regards to a number of functional and visual components. Users will want the ability to upload existing documents, for instance. In addition, the Messages portal should include group and customized messaging capabilities.