I’m HERE
Chat Helpline Mobile Dedicated App
kids aged 10-18 & their parents
Client
Google Professional UX Certificate
Designer
Dagmara Matsushita
Project Duration
6 months
Project Case Study
Click here
High Fidelity Prototype - Desktop
Click here
I’m Here - Project background
"I'm Here" is a dedicated mobile application that serves as a helpline for kids and teenagers aged 10 to 18 years old who are experiencing any form of bullying in school.
To identify the scale of the problem and understand its impact on local communities, I conducted a comprehensive statistical research on the issue of bullying in Japanese schools. According to the Statista Research Department, in the academic year 2022, "schools in Japan reported nearly 682 thousand bullying incidents among the student body.” The other forms of bullying included verbal teasing and mental abuse. It appears that the establishment of anti-bullying legislation in 2013 is insufficient to address the growing issue.
While there is a helpline app and website created by an NPO organization to assist bullied children and their parents in seeking help, it operates only during specific hours and does not fully meet the needs for support.
Research
I conducted interviews with Japanese primary and junior high school students, as well as with their parents. Another group of interest included people from diverse cultural backgrounds, varying in age and gender. Additionally, I created empathy maps to better understand the users I am designing for and their needs.
A primary user group identified through research consists of Japanese students between the ages of 10 and 18, often coming from mixed backgrounds and displaying distinct characteristics that set them apart from other students. The other group of users includes parents, both mothers and fathers, as well as other caregivers of children who have been experiencing bullying in school.
Persona statements:
Ai Johnes is a junior high school student who wants to talk to someone she can trust about her school problems in order to get some help & support.
Erico Nakayama is a part-time working parent, who wants to find professional schoolchild’s abuse protection body that will help her 16 years old son to get mental and educational support.
User Journey
Analysing the user journey of Ai Johnes persona unveiled the considerable value in providing users with seamless access to a dedicated helpline application. This application aims to be effortlessly installable, intuitively navigable, and ensures a confidential and secure environment for users to engage in supportive conversations regarding their concerns and challenges.
Revealing Erico Nakayama persona’s user journey underscored the potential benefits of providing users, akin to hers, with convenient access to a dedicated support platform. This platform aims to offer guidance and assistance, facilitating parents in aiding their children to overcome challenges encountered in their academic journey.
You can see User Journey Map of Ai Johnes and Erico Nakayama here
Competitive Audit
Before starting to generate a wide variety of design ideas for a helpline mobile application, I did a thorough research about direct and indirect competitors that might help to identify pros and coins of such a platform. That resulted in creating a detailed insights which I gathered in competitive audit report that can be accessed here.
There are several direct and indirect competitors which I included in my competitive analysis and audit. These are:
ChildLine
TELL
MyChild Helpline
SafeSchool Helpline
Information Architecture
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Don’t worry about sounding professional. Sounds like you. There are over 1.5 billion websites out there, but your story is what’s going to separate this one from the rest.
Paper wirefrmes
Before moving to draw first ideas for paper wireframes, I used method called Crazy 8 to quickly generate a wide range of concepts that could be a starting point for the first designs.
Making a wide range of different paper frames helped and ensured taking into account all of the pain points addressed in early research; notes on the side of those early designs mark important things that needs to be taken into account whilst creating digital wireframes.
The application starts with intro animation welcoming the users and initing them to step further into getting help they need.
For the home screen, I prioritised a quick and easy contact icons to help users save time in finding a way to contact for help.
Flow Chart
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Digital wireframes: lo-fi
As the initial design phase continued, I made sure to base screen designs on feedback and findings from the user research.
Easy navigation was a key user need to address in the designs in addition to equipping the app to work with assistive technologies.
Using the completed set of digital wireframes, I created a low-fidelity prototype. The primary user flow called Chat Flow 1 shows the flow from opening the application and going to the private chat room where confidential and supportive conversation between a user and either AI or personal support stuff might be conducted.
To see low fidelity prototype please click here.
Affinity Diagram
It all begins with an idea. Maybe you want to launch a business. Maybe you want to turn a hobby into something more. Or maybe you have a creative project to share with the world. Whatever it is, the way you tell your story online can make all the difference.
Don’t worry about sounding professional. Sounds like you. There are over 1.5 billion websites out there, but your story is what’s going to separate this one from the rest.