Next Generation 9-1-1: How I explored ways to integrate digital tools into the outdated 9-1-1 system to save time, reduce stress, and ultimately save lives.
Contribution: End-to-end — research, synthesis, prototyping, usability testing, iteration
Deliverables: Research report, Design requirements, Hi-Fi Prototypes, Usability testing report.
Duration: 3 months
Platform: iOS, Web
For three months, I researched and designed a vision for the Next Generation 9-1-1 caller experience, exploring how these digital tools could be integrated without overwhelming callers or call takers.
Through surveys, interviews, and secondary research, I found that callers struggle most with describing their location, explaining medical issues, and coping with stress while waiting. I prototyped solutions like location sharing, video, and ambulance tracking — and when I tested them, location sharing and tracking proved extremely valuable, while video showed promise but raised clarity and privacy concerns. The key takeaway was that the most impactful improvements aren’t flashy, but simple, familiar interactions that reduce uncertainty in emergencies.