Philly Truce App
Refining the Incident Report Management System
Overview:
Philly Truce is a nonprofit organization dedicated to reducing violence and fostering peace within communities through conflict de-escalation and communication. The app connects individuals with resources and support to address disputes in a peaceful, proactive manner.
Team:
UX/UI Design (my role)
Product Strategy
Research
Content
Engineering
Goals:
Refine and enhance the incident report management system.
Simplify how students report incidents, ensuring they feel safe and supported
Create a streamlined flow for tracking, managing, and closing incidents.
Outcomes:
Implementation of updated reporting features to include incidents outlined by stakeholders.
Developed an interactive prototype for the incident reporting flow.
Integrated chat bot flow to gather detailed information from students.
Understand
Making Reporting Easier for Safe Path Monitors and Students
The prior incident reporting process was time-consuming, ineffective, and lacked functionality. Safe Path Monitors, who are critical in addressing conflicts and ensuring student safety, needed a more streamlined way to create, track, and manage incident reports. Additionally, students required a safe way to report incidents without fearing retaliation or feeling overwhelmed by the process.
Define
Identifying Key User Flows for Enhanced Efficiency
As the UX Design team reviewed audits of the existing Incident Report Management System (IRMS), we identified four key user flows that needed improvement to better align with stakeholder needs and create a more effective product. These areas of focus were critical for ensuring that Safe Path Monitors (SPM's) could manage incidents smoothly and efficiently:
Create a New Report
Create a New Report
Streamlining the process for Safe Path Monitors to generate new reports quickly and accurately.
View In Progress/ Closed Reports
Enhancing the ability to track the status of ongoing and resolved incidents for better follow-up and management.
Claim an Unclaimed Report
Improving process of claiming reports, to ensure accountability and faster response times
Edit a Report
Simplifying the process of editing a report to allow for easier updates and accurate information
Ideate
Developing Solutions for Improved Usability
To ensure that our design solutions directly addressed user needs, we conducted targeted usability testing based on the existing core flows in order to gain better insight and ideate accordingly.
Visibility of New Report Button: Users had trouble seeing the button depending on screen size.
Report Navigation: Users had difficulty finding “In Progress” and “Closed” reports and distinguishing between “Available” and “Unclaimed” tabs.
Incident Type Issues: Lack of options to provided detailed events of incidents, specific options (e.g., "Fight" or "Bullying") had functionality problems,
Key Findings:
Key Findings:
Creation of Philly ChatBot Flow
Content, research, and design collaborated on a chatbot flow for the Philly Truce hotline. By guiding students through a series of structured questions, the chatbot could automatically generate a detailed incident report that SPM's could review and act upon. Our goal was to create a conversational flow that would guide students through reporting incidents, ensuring that key details were gathered quickly.
Conversational tone: The chatbot's tone needed to be empathetic and approachable
Comprehensibility: The chatbot's language had to be simple and clear for students of all ages.
Handling Report Variability: The chatbot's flow was designed to capture key details like incident type, location, and urgency.
Incident Type(s) Categorization
Incident multi-selection no longer hidden behind dropdown menu
Includes additional fields (type of fight and explanation) for
more detailed classifications
Checkboxes and radio buttons instead of dropdown menu
Before
After
Iterations
Based on findings from the initial round of testing and input from chatbot flow- we were able to iterate on key criteria to improve functionality of key features.
Before
After
Reports Page
Changed + Icon to a more universally recognized icon that represents “Create/Compose” as a 1-tap solution to creating a new report
Removed search bar from report screen and added icon to top right nav bar
Before
After
Reports Navigation
Pop up modals added to serve as brief, contextual prompts that guided users through each step, ensuring they understood the actions they were taking and their impact.
Reflection and Next Steps
Leveraging Collaboration for Continuous Improvement
The IRMS project has been a rewarding experience, allowing us to improve a key tool that helps Safe Path Monitors and students manage conflicts. The chatbot integration was especially valuable—it helped automate incident reporting, provided deeper insights, and opened up new opportunities for improvement. Its structured questions let us quickly test ideas, making the system more intuitive and easier for students to use.
Opportunities for Further Development
Chatbot Integration:
Chatbot was just conceptualized during this phase, will be implemented upon testing and further improvement.
Enhanced Report Draft Management: Refining the draft reports feature would allow users to save incomplete reports more effectively, enabling them to return later without losing valuable details.
Key Lessons
Collaboration is Key:
Kept us aligned and encouraged a flow of ideas, leading to more effective problem-solving.
Adaptability is Vital:
We needed to adapt our approach to stakeholders feedback to maintain progress while making strategic pivots that aligned with project goals.
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Questions or comments? Reach me at @ahalmahalilovic.com