NSW Rural Fire Service

Project Overview

During the catastrophic 2019–2020 bushfire season, the "Fires Near Me" app became an essential tool for communities. However, its limitations in real-time data and user experience highlighted a real need for change.

Challenge

How do I improve the app's usability and reliability to reduce anxiety and enhance decision-making during emergencies?

The Problem

The research phase was intentionally planned to gain a deep understanding of how users experienced the app during critical fire events.

My objectives were to uncover the emotional and practical challenges users faced, identify the information they needed most urgently, and understand how the app influenced their decision-making.

Research & Discovery

I defined clear research goals and mapped key user types, including regional residents, volunteers, and those monitoring loved ones in fire zones.

Held interviews with key stakeholders
Reviewed the RFS research paper into the 2018 Reedy Swamp Fire
Analysed user feedback from over 2,200 app reviews
Sent a survey out to special interest and community groups to discover
who was using the app
Collaborated with RFS personnel for insights

User Pain Points

Delayed or outdated fire information
Unclear interface leading to confusion
Limited customisation for alerts
Too many alerts
High anxiety due to unclear alert system

Key Insights

Data Accuracy

Notification not matching real-time information causes lack of trust & anxiety
Sometime residents and on the ground people have more information
about the fire
People are open to putting effort to report fire to RFS

Notifications

Users want more control on the notifications to receive 'relevant' notifications
Many users want to opt out
Quite a few reported they are not receiving notifications
Users requested to have an inbox

Watch Zones

Users expect to have capability to edit watch zone & radius
Users want to have ability to toggle off watch zones so that they do not have to set up again

Experience & Expectations

Users expected estimated fire projection, clearer UI, wind and direction information.
End to end journey has not been handled for the customers. E.g– non-emergency handling contact.
Customer expect information on de-escalation of fire.
Status and alerts level need better explanation and wording
UI shading is unclear to many users

Impact

Users experienced increased stress and sought alternative information sources, potentially leading to misinformation.

Ideation

To kick off the ideation process I ran workshop activities with stakeholders and the project team that included:

How might we
Crazy 8’s
Dot voting

MIRO was used to capture and synthesise user feedback

Design Solutions

Enhanced Mapping

Introduced dynamic maps with real-time fire perimeters
Implemented predictive fire spread visuals

Watch Zone Management

Allowed users to set and manage multiple watch zones
Enabled sharing of watch zones with family and friends

Notification Management

Provided customisable alert settings based on location and fire severity
Simplified notification categories for clarity

User Interface Improvements

Redesigned the home screen for quick access to critical information
Used color-coded indicators to represent fire danger levels

Outcomes & Impact

User Feedback

Reported increased trust in the app's information
Found the interface more intuitive and less stressful

Adoption

Higher engagement rates during subsequent fire seasons
Positive reviews highlighting the app's improvements

Design solutions

Enhanced Maps

Watch Zone Management

Notification Management

Fire Severity Enhancements

Conclusion

This project underscored the importance of user-centered design in emergency services. By directly addressing user concerns and needs, the updated "Fires Near Me" app became a more reliable and stress-reducing tool during critical times.

NSW Rural Fire Service - Fires Near Me App