211 App Redesign
Overview
NC 211 is an information and referral service provided by United Way. The purpose of the app is to connect individuals in need with vital resources, such as food, clothing, housing, health services, and more. The current version of the app presents significant usability challenges, including:
Confusing navigation
Incohesive design
Unclear/disorganized information
Lack of accessibility features
Goal & Considerations
The goal of the redesign is to address the aforementioned usability challenges to create an intuitive, accessible, pleasing experience for all users of the 211 app.
Accessibility and ease of use will be of utmost importance, considering the users of this app are likely experiencing hardships that have caused them to seek out help.
The app will be designed for the state of North Carolina, with the intention of being adaptable for other states.
Empathize
Who are our users?
Adults (most likely), possibly some teens
Facing adversity - poverty, food insecurity, unemployment, housing insecurity/homelessness, mental health/medical concerns, individuals in crisis, etc.
Lacking vital resources
Individuals with disabilities
Minority groups, possibly immigrants, may not speak English
Individuals experiencing trauma
What are they feeling?
Stress
Depression
Gratitute
Uncertainty
Desperation
Hopelessness
Fear
Hope
Shame
Confusion
Guilt
Anxiety
Personas
Current App: Usability Concerns
Ideate
User Flow
Wireframes
Style Guide
Redesign Solution
Accessibility Considerations
Since our population consists of a diverse user group, including those with disabilities and disadvantages, I wanted to make sure the app was designed with accessibility at the forefront. In addition to providing a language selector, I implemented the following accessible design principles:
All color combinations were tested for accessibility based on the WCAG AA contrast ratio of 4.5:1.
Dark mode is available for users with low vision, light sensitivity, or visual impairments, or just as a personal preference.