NSW Rural Fire Service - Fires Near Me App
Enhancing real-time bushfire alerts through human-centered design
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
Improve the app's usability and reliability to reduce anxiety and enhance decision-making during emergencies.
Role: UX/UI Design, User Research, Prototyping
The Problem
User Pain Points
Delayed or outdated fire information
Unclear interface leading to confusion
Limited customisation for alerts
Impact
Users experienced increased stress and sought alternative information sources, potentially leading to misinformation.
Research & Discovery
Methods
Conducted interviews with residents in fire-prone areas
Analyzed user feedback and app reviews
Collaborated with RFS personnel for insights
Workshops with key stakeholders
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
MIRO was used to capture and synthesise user feedback
Workshops with key stakeholders
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
Visual Samples of screens & UI
Enhanced Maps
Custom data layers
Fire prediction
Watch Zone Management
Clearer identification
Edit, Sharing and Notification Management
Sorting
Notification Management
Simplified displayed
Filter by type
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.