To help aliviate emergency calls and help calls Orange County set up a dispatch system to sort through incoming calls for people who need help but may not be life threating.
Project
- Client: Orange County City Govt.
Story
Recognizing overwhelmed 911 systems, we aimed to alleviate burden by directing non-emergencies to appropriate resources. Our team conducted observational studies and interviews with dispatchers and officials to deeply understand workflows and pain points.
These insights informed an intuitive dispatch solution focused on simplifying triage while retaining context. Through iterative prototyping, we optimized informational architecture and interaction flows to align with dispatcher mental models. By mirroring emergency procedures and minimizing cognitive load, our UI design empowers efficient routing of cases. Forms standardize information gathering while allowing custom notes to retain nuance. We synthesized complex processes into easy-to-use, stress-reducing systems.
Throughout, we embraced a dispatcher-first perspective, using validating feedback to refine the UI and achieve a seamless user experience. The result is an empowering tool that reduces overload so dispatchers can focus on critical moments. Our approach ensures a scalable solution that serves the most vulnerable by equipping public servants with thoughtful design.