Dispatch Pro
In under 1 minute, the dispatcher faces the daunting task of swiftly assessing the gravity of an emergency, dispatching the appropriate equipment and personnel to the scene.
This critical window is paramount in determining the survival chances of the victim amidst the escalating demands faced by the Seattle Fire Department.
With a surge in calls ranging from vacant building fires to suspected overdoses, and an alarming uptick in cardiac arrests linked to these incidents, the dispatcher's role becomes even more pivotal. Each decision made within this narrow timeframe can mean the difference between life and death, underscoring the urgent need for seamless communication and efficient resource allocation.
Team Size - 5
Role - UX Researcher & UX Designer
Year - 2024
Last year, the Seattle Fire Department faced a surge in calls, including vacant building fires, violence scenes, alarms, overdoses, and support for the unhoused.
Particularly worrying was the uptick in cardiac arrests, seemingly linked to overdose increases. They handled a record 111,319 responses in 2023, up almost five percent from the previous year.
Seattle Fire Department aims to boost operational efficiency with a bespoke digital platform, optimizing communication, resource management, and emergency response.
Their openness to tech, including AI integration, underscores a commitment to innovation and readiness to save lives.
Quarterly resilience training for dispatchers reflects a dedication to staff well-being, ensuring they're equipped to handle job demands effectively.
Integrity
We are honest, trustworthy and accountable. Honour guides our actions
Courage
We show fortitude and determination in a crisis.
Teamwork
We each bring our own skills and experience, yet we recognize that we are better together. We support and depend on each other to achieve our goals.
Diversity
We respect the different identities, experiences and perspectives of those that we work with and the community we serve.
Compassion
Caring is part of our job. We could not do what we do without a deep and motivating empathy for those we serve.
At the research phase's outset, understanding all relevant stakeholders in an accident CPR situation was vital. This ensured tailored response protocols and effective collaboration, optimizing outcomes.
We conducted empathy maps for each stakeholder, enabling our team to step into the shoes of potential users and understand the challenges they face.
For the person ringing for CPR assistance, emotions of panic, urgency, and a desperate need for help emerged as prominent themes. Dispatchers were found to navigate a high-pressure environment, balancing the need for clear communication with empathy for the caller's distress.
Meanwhile, emergency service responders faced the weight of responsibility and time-sensitive decision-making, coupled with the challenge of coordinating resources effectively.
This empathetic exploration shed light on the nuanced emotional states and challenges unique to each stakeholder, laying the groundwork for more responsive and compassionate emergency response protocols.
Time Pressure ⏳🚨
Every second is critical. The outcome of the incident hinges on the speed at which accurate decisions can be made.
Dispatchers face a significant level of multitasking, from providing guidance to the caller to gathering crucial information and allocating appropriate resources, all while under pressure.
Accessibility 🛠️📱
Ensuring that information and resources are readily available and easily accessible is vital for streamlining the emergency response process and minimizing delays.
