building empathy

Framing The Problem

 

Problem

Cape Town faces the threat of becoming the world’s first major city to run out of water

It won’t be alone in this plight for too long.

The South African tourist hotspot joins an ever-growing list of major cities, countries and continents facing comparable threats, including:
 

  • São Paulo,
  • Mexico City,
  • Barcelona,
  • Bengaluru,
  • Nairobi,
  • California;
  • Australia, large parts of West Asia and North Africa.
  • MY DESIGN PROCESS

    Concept To Completion

     

    Process

    My Design Process

    Discovery

    - Brainstorm
    - Research
    - Competitor review
    - Draft questions
    - Conduct UXR Interviews

    Ideation

    - Sketches
    - Mind Map
    - Wireframes
    - User Journey Map

    Design

    - Type Selection
    - Color Exploration
    - Typography
    - Copywriting

    user research

    Contextual Interviews and Surveys

    Research

    Main Findings

    1. Mobile Matters

    Mobile phone usage dominates the country’s technological and communication landscape. With mobile penetration around 128%, South Africa has more SIM cards than people.

    2. Cost Matters

    When asked what kinds of smartphones they use, the majority of Capetonians in the sample group identified Android phones. No surprise, given how  much more affordable Android phones are.

    3. Discovering Painpoints

    Respondents identified the following painpoints during our chat:

  • Paying hefty rates for municipal water;
  • Residents forced to wait in long lines for free water, ie. from natural springs, which are located far from poorer communities;
  • Vulnerable groups like the sick, elderly and poor can’t reach these free water sites.
  • 4. Main Finding

    With high levels of HIV and TB, most respondents were worried that the sick wouldn’t be able to access this free clean, running water. This lack of access would further compromise their health.

    Linking the social and emotional aspects of user behavior

    User Personas

    Personas

    Synthesizing Raw Data

    To rigorously advocate for the end-user, I used audio enabled user personas to ensure that everyone on the team understood who we were creating the product for.

    In my experience, audio recordings of user research provide for more nuanced and richer insight into the problem from the end-users' perspective.

    01

    NTOMBI MYENI

    Age: 38
    Occupation: Community Activist
    Goals: Seeks better communication from local government
    Frustrations: Poor people being exploited by those selling water.

    02

    THERESA OLIVIER

    Age: 51
    Occupation: Newspaper Editor
    Goals: Seeks convenience
    Frustrations: Worried about those with compromised immune systems.

    03

    KOKETSO SECHANE

    Age: 42
    Occupation: Radioshow Host
    Goals: More public education around the importance of conserving water
    Frustrations: Concerned about effects of water crisis on public safety.

    IDENTIFYING USABILITY ISSUES THROUGH

    Wireframes

     

    Wires

    material design

    Color Palette, Typography and UI

    Screens

    Video