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.

Prototype