Senior-Friendly Digital Data Collection
On Scene Services
Summary
On Scene Services (OSS), a B2B traffic reporting application, aimed to move away from reliance on a third-party platform and optimize its user flow for speed and accuracy in data collection. Its primary users, retired police officers over 65+, needed an accessible interface.
Mission
My objective was to optimize user flows for speed and accuracy while prioritizing accessibility within strict constraints. The solution was designed for a Panasonic Toughbook touchscreen device where screens cannot scroll, pop-ups must be minimal, and there is limited time for testing.
The goal of reducing frustration became clearer as I gained a deeper understanding of users’ pain points and accessibility needs. I wanted to validate the existing design flows before moving forward. With stakeholder buy in, I quickly developed a research plan and created a low fidelity prototype to A B test the current flow against previous versions. My goal was to understand how information from the crash report should be grouped and displayed before ideating solutions.
Key Insights
After testing the flows with five agents, the PM and I learned that Test B showed improved accuracy and user satisfaction despite slightly longer completion times. Participants responded well to the larger touchpoints and single-question-per-screen design. We aligned on this format and moved quickly on designing high-fidelity screens to meet development timelines.
Key Improvements
Optimized user flows for speed and accuracy
Enhanced accessibility for users with visual impairments
Created a clear and intuitive interface for complex tasks
