BUILD Chicago

Transforming Systematically Disadvantaged Youths

The BUILD Chicago mobile app is designed to reduce the amount of administrative work for and equip the organizations’ frontline staff such as its crisis response specialists and intervention specialists with the best and most accurate information while they are out in the field providing aid to disadvantaged, at-risk youths in Chicago. 

Hands holding phone showing BUILD mobile app

Role & Responsibilities

As the design lead, I was tasked to...

  • Act as the key enforcer of UX Design governance and best practices with technology and business teams alike 

  • Translate a desired product vision into a practical user experience prompt and break it down into consumable user stories/tasks 

  • Collaborate with engineers in developing rich usable and functional experiences, such as discussing trade-offs to ensure delivery and impact 

Goals

  • Accelerate users' efficiency through improvements on processes and workflows in partnership with organization’s leadership and internal development team 

  • Establish design system for mobile app that will be consistent with company’s general brand guidelines 

  • Streamline data gathering and syntheses process 

  • Reduce duplicative administrative task from both the workloads of field specialists and office administrative staff 

  • Promote data integrity across all of the organization’s systems 

Process Summary

01

Understand Painpoints

We listened to users to build empathy, which allowed us to design and build a user-centric product. 

04

Collaborate with Development

I worked closely with the development team to review designs and discuss any limitations/trade-offs. 

07

Message From the CEO

The CEO of BUILD recorded a video in response to his viewing of the initial mobile app prototype.

02

Define Vision and KPIs

I worked with the leaders at BUILD to define the vision for, and ways to track the impact of the mobile app. 

05

Brand the Mobile Experience

I established the app’s design system to ensure consistency within the tool and with company’s brand guidelines. 

03

Shape User Journeys

I digitized and enhanced the different journeys outlined by the app’s intended users based on their current processes. 

06

Deliver the Full, Newly Designed Experience

I designed the new end-to-end mobile app experience comprised of requested and recommended features.

01 Understand Painpoints

We listened to users to build empathy, which allowed us to design and build a user-centric product. 

 
  • We do not have time to collect data as we have to manually capture the details right now while trying manage crises (shootings, gang fights, hospital emergencies, etc.) in real-time.

  • A voice-to-text transcription feature or voice recording feature would be beneficial so we capture the entire session with little disruption to the engagement.

Frontline Staff - Clinician

Crisis Response Specialist

Marshawn Feltus at BUILD Chicago
  • We do not have time to collect data as we’re on the ground so we tend to forget interaction details by the time we’re back in the office or we have to quickly jot them down while trying to keep the youths engaged.

  • A simple app that can help us capture the interaction details quickly without much manual intervention would be great as we’re not tech savvy.

Frontline Staff - Core Services

Intervention Specialist

Max Cerda from BUILD Chicago
  • We want data consistency. We try our best to support the intake teams but it can be difficult to read some of the staff’s handwritten referrals and notes. It’s also time consuming to manually input the written data into our database.

  • A feature that would allow the intake team make digital referrals and have that directly stored into our database would be amazing.

Administrative Staff

Program Manager

Olivia Santiago from BUILD Chicago

05 Deliver the Full, Newly Designed Experience

I designed the new end-to-end mobile app experience comprised of requested and recommended features.

 
Profiles

The 'profiles' feature provides frontline staff quick and easy access to their youths' most current information, allowing the specialists more time to focus on meaningful interactions than to handle administrative tasks during their time with the youths.

Referrals:  Internal

The new streamlined, digital process for referrals such as Internal Referrals help ensure data integrity across the organization's database and eliminate duplicative, administrative tasks for both frontline and office staff.

Touchpoints: Community Response

Touchpoints such as Community Response on the mobile app allow frontline staff to quickly document their interactions and report to the organization with the latest updates without delay. This digitized process also reduces data inconsistencies and duplicative work for both frontline and office staff.

06 Message From the CEO

The CEO of BUILD recorded a video in response to his viewing of the initial mobile app prototype.