CASE STUDY

Building trust between citizens and first responders.

Creating new solutions that help build trust between citizens and first responders.

Creating new solutions that help build trust between citizens and first responders.

Creating new solutions that help build trust between citizens and first responders.

Creating new solutions that help build trust between citizens and first responders.

The Challenge

The Challenge

One of Motorola Solutions’ primary user groups is first responders that tirelessly serve our local communities. In order for these workers to be successful in their work, it is imperative to have a good working relationship with the community; a relationship that has in many ways been compromised.

Create new solutions that help build trust between citizens and first responders.

One of Motorola Solutions’ primary user groups is first responders that tirelessly serve our local communities. In order for these workers to be successful in their work, it is imperative to have a good working relationship with the community; a relationship that has in many ways been compromised.

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Research & Insights

What crimes are worth responding to?

When a policeman receives a call for a crime incident, there are 2 factors that determine if he will respond: safety threat and solvability. When it comes to community safety, the main consideration is how imminent the threat of danger is and how grave are the possible consequences.  Solvability factors include details such as suspect description, time of incident, suspect’s license plate number, etc. The more solvability factors that are known, the faster an incident can be solved, and the more efficiently an officer can utilize his time. The problem is that different solvability factors are known by various community members, and collecting all the necessary data in one place is time consuming.

Research & Insights

What crimes are worth responding to?

When a policeman receives a call for a crime incident, there are 2 factors that determine if he will respond: safety threat and solvability. When it comes to community safety, the main consideration is how imminent the threat of danger is and how grave are the possible consequences.  Solvability factors include details such as suspect description, time of incident, suspect’s license plate number, etc. The more solvability factors that are known, the faster an incident can be solved, and the more efficiently an officer can utilize his time. The problem is that different solvability factors are known by various community members, and collecting all the necessary data in one place is time consuming.

Community members are the first to know:

From immersive community research and interviews, we learned that the community knows about trouble in the neighborhood long before law enforcement.  The problem is that there is a real safety threat for becoming known as the neighborhood snitch. Neighbors will share intel, but only among relationships with a high level of trust, a trust that is not easily extended.

Friction in the crime reporting process:

The primary means of communication are 311 calls, police reports, and CAPS (Chicago Alternative Policing Strategy) meetings. Unfortunately each of these tools has significant challenges. In Chicago, 311 is flooded with close to 100,000 calls per week, police reports are time intensive to fill out, and CAPS meetings are hard to schedule and attend.  After attending CAPS meetings and talking to dozens of citizens, we learned there is a lot of confusion as to what channel to use for reporting crime incidents. We heard from one citizen, “the process of filling out a police report doesn’t seem worth it, they aren’t going to respond to something that’s not an emergency”. 

Friction in the crime reporting process:

The primary means of communication are 311 calls, police reports, and CAPS (Chicago Alternative Policing Strategy) meetings. Unfortunately each of these tools has significant challenges. In Chicago, 311 is flooded with close to 100,000 calls per week, police reports are time intensive to fill out, and CAPS meetings are hard to schedule and attend.  After attending CAPS meetings and talking to dozens of citizens, we learned there is a lot of confusion as to what channel to use for reporting crime incidents. We heard from one citizen, “the process of filling out a police report doesn’t seem worth it, they aren’t going to respond to something that’s not an emergency”. 

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Our Solution

Our Solution

Our team collaborated with Motorola to prototype an information exchange platform that shows citizens and police the main non-emergent issues in their neighborhood, and empower them to work on these challenges together. We call it Pulse.

Our team collaborated with Motorola to prototype an information exchange platform that shows citizens and police the main non-emergent issues in their neighborhood, and empower them to work on these challenges together. We call it Pulse.

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Aggregate Data

Aggregate Data

Pulse gathers the “buzz” of the community by collecting relevant information from police reports, keywords from search engines and social media posts, and 311 calls to identify the top emerging issues happening in each neighborhood

Pulse gathers the “buzz” of the community by collecting relevant information from police reports, keywords from search engines and social media posts, and 311 calls to identify the top emerging issues happening in each neighborhood

Build Awareness

Build Awareness

Once emerging issues are identified citizens effected by the issue will be notified on social media about key facts of these issues

Once emerging issues are identified citizens effected by the issue will be notified on social media about key facts of these issues

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Foster two-way communication

Foster two-way communication

Police officers are able to capture a more comprehensive picture of what’s going on in the neighborhood. Citizens have the opportunity to “opt-in” and contribute the information they have to work together with police on solving these challenges.

Police officers are able to capture a more comprehensive picture of what’s going on in the neighborhood. Citizens have the opportunity to “opt-in” and contribute the information they have to work together with police on solving these challenges.

Citizen Interface

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First Responder Interface

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Scope of Work

DISCOVERY RESEARCH
INTERFACE DESIGN
TESTING
Stakeholder Interviews
Persona Development
Immersion Study
Data Flow Analysis
Stakeholder Interviews
Persona Development
Immersion Study
Data Flow Analysis
Information Architecture
Wireframing and Prototyping
User Flow Mapping
Sketch prototyping
Information Architecture
Wireframing and Prototyping
User Flow Mapping
Sketch prototyping
Messaging and Voice
Stakeholder UI Testing

some of our other work

Reimagining IT ServicesState Government IT Department

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