Hobbet Presentation
- 1. HobbetPJ Hale, Gary Henkle, TQ Roquerre
- 2. Hobbet began as a project to connect college sexual violence survivors with volunteer counselors via text messaging. About Hobbet As the idea evolved it focused on prevention of domestic and intimate partner violence by creating a way for students to text with counselor who can help them identify warning signs and make a plan of their next steps.
- 3. How Hobbet Works Users who need anonymous communication Domestic violence victims, whistleblowers, witnesses to corruption Receives text messages via SMS and relays them to Hobbets system over the internet Representatives of Partner organization, volunteer counselors, etc... Anonymizes Service User data and provides a platform for Facilitators to read and respond to Service Users Hobbet Service Users Facilitators SMS Gateway SMS SMS HTTP HTTP HTTP HTTP Partner Organizations Partner Org informs service users of program Partner Org recruits facilitators Hobbet develops training materials Seeking to help users, need information/reports from users or are offering text-based communication with customers as a service.
- 4. Hobbet was expanding in new directions that required revisiting the original brief. Project Proposals Proposal 1 Design and iterate on a usable chat interface for Hobbet facilitators. Proposal 2 Work with help line facilitators and counselors to create a voice guide and script for Hobbet facilitators. Proposal 3 Redesign hobbet.org to market and promote Hobbet as a platform.
- 5. Hobbet Proof of Concept
- 7. Finding Users Getting the information that we needed to create a tailored experience for facilitators proved impossible in the time available. To get around this we created a survey to try to contact people who had worked with customer-service based text message. Finally, we began interviewing customer service people on live chat platforms to try to get a sense of what their experiences were.
- 9. DoSomething & Crisis Text Line DoSomethings SMS Volunteer Program Users text questions on DoSomethings various initiatives to Volunteers who respond via a desktop application Crisis Text Line Distributed crisis counselors connect with young people in a variety of situations.
- 10. Brainstorming Feature Ideation We began to think through the types of features that Hobbet should support Feature Prioritization We sorted features based on usefulness and dif鍖culty of implementation
- 11. Brainstorming MUST Conversations must be able to be forwarded to other facilitators Facilitators must be able to annotate conversations Save non-identi鍖able data about chats for analysis There should be partner-speci鍖c guides available to facilitators SHOULD Length of time messages have been waiting should be displayed A uni鍖ed voice would help with system cohesion COULD Make elements of the design customizable for different partners Could have an administrator view Service users could be able to send images
- 12. Flows Receives 鍖rst response from Hobbet Texts Hobbet Responds to Hobbet Receives response from Hobbet Service user discloses issue to facilitator. Receives text from Hobbet asking if issue is resolved. Responds Yes Responds No Conversation continues until issue is resolved. Receives response from Hobbet Receives sign- o鍖 text from Hobbet Responds to text w Message chain shows up in chat window with text from service user Receives service users response Responds to text Volunteer discovers conversation topic Clicks Request Help Asks user if issues is resolved Request Help Pop Up Fills out information and submits Request from specialist to join chat Volunteer needs help from specialist. Accepts specialists request to join conversation. Screen with option to end chat or request back in Click End chat User responds yes User responds no Continues chatting Sends sign-o鍖 text to end Opens volunteer chat Volunteer chat screen with message requesting help Sees noti鍖cation in volunteer chat Clicks to view ongoing chat Chat screen with request sent indicator Service user does not know that facilitator has changed. Ongoing chat Click Request to join chat
- 13. Flows Receives 鍖rst response from Hobbet Texts Hobbet Responds to Hobbet Receives response from Hobbet Service user discloses issue to facilitator. Receives text from Hobbet asking if issue is resolved. Responds Yes Responds No Conversation continues until issue is resolved. Receives response from Hobbet Receives sign- o鍖 text from Hobbet Responds to text w Message chain shows up in chat window with text from service user Receives service users response Responds to text Volunteer discovers conversation topic Clicks Request Help Asks user if issues is resolved Request Help Pop Up Fills out information and submits Request from specialist to join chat Volunteer needs help from specialist. Accepts specialists request to join conversation. Screen with option to end chat or request back in Click End chat User responds yes User responds no Continues chatting Sends sign-o鍖 text to end Opens volunteer chat Volunteer chat screen with message requesting help Sees noti鍖cation in volunteer chat Clicks to view ongoing chat Chat screen with request sent indicator Service user does not know that facilitator has changed. Ongoing chat Click Request to join chat (Dont try to read these)
- 14. Flows Type response & submit Log into Hobbet Dashboard page with open message queue Click on new message Message chain added to my chats Response from service user Type response & submit Volunteer discovers topic of conversation Request from specialist to join chat Click accept Chat screen with option to end chat or request text input Click end chat Service user is unaware of this change End chat con鍖rmation screen Con鍖rm end chat Survey Fill out survey & submit My chats screen Click request help Ask if issue is resolved Request help pop down Fill out & submit Volunteer needs help from specialist Yes No Continue chat Start sign-o鍖 process Click end chat Facilitator responds to incoming texts and requests help from another Hobbet volunteer.
- 15. Hobbet response Text Hobbet Helpline Type response & submit Hobbet response Service user discusses issue with Hobbet Text from Hobbet asking if issue is resolved Yes No Hobbet response Conversation continues until issue is resolved Hobbet response continuing chat Hobbet response ending chat Respond to Hobbet Flows Service user texts Hobbet.
- 16. Flows Click to open volunteer chat Volunteer chat screen with help request for chat x Noti鍖cation in volunteer chat Click view chat to preview chat x Chat x preview Inactive chat screen pending request Active chat screen Type response & submit Click request to join Volunteer can only view chat Specialist facilitator receives and responds to help request.
- 17. User Journeys User Journey Red 鍖ag event happens, user does not feel comfortable talking to friends/family. Texts Hobbet Hotline, waits for response. Receives response from Hobbet within minutes. Chats with Hobbet about red 鍖ag event. Receives informed advice and fast responses. Armed with next steps, user is ready to leave conversation; although still upset about the situation, user leaves in a better emotional place.Facilitator chat feature provides a fast way for Hobbet facilitators to navigate amongst themselves. This ensures that the service user is always in the right hands and talking to the most appropriate person. Message queue is designed to show new, unanswered messages in reverse chronological order to minimize response time. Emotion Time * * Positive Negative Service User Journey
- 18. User Journeys Volunteer Journey Emotion Time * Negative Positive Path without a Key Path with add As chat progresses, volunteer realizes that he/she isnt quali鍖ed to help with the issue. Volunteer signs into Hobbet and opens 鍖rst unanswered message; begins chatting. User is in now talking to the right volunteer, volunteer feels good that the user is in the right hands. Volunteer calls for help using the Request Help feature; a specialist responds within minutes. We added the Request Help button and Volunteer Chat feature to help volunteers communicate quickly amongst each other and ensure that the user in need is always in the right hands. Hobbet Volunteer Journey
- 19. Sketching
- 20. Wireframing
- 21. Prototyping and Testing Hobbet Home Page
- 22. Prototyping and Testing Hobbet Home Page
- 26. Hobbet Proof of Concept
- 28. Next Steps Test interface with experts in the 鍖eld and experienced volunteers; we will provide test guidelines Clarify labeling, body and onboarding copy