handup presentation
DESCRIPTION
As a student project, my classmate and I were asked to add an update feature for our client, HandUp. Normally this would be easy, but the people providing the updates are homeless. So we needed to look a little deeper to find a way to interact with them.TRANSCRIPT
Design by: Michael Bush and Ed Lewis
Student Project. General Assembly UXDI Winter 2013
About the Product: HandUp is a website that enables people to donate money towards the needs of homeless people in San Francisco. It does this by partnering with a group that already works with the homeless and unlike other charities, 100% of the donation goes to the receivers and donors can direct donations to specific people.
About the Project: The HandUp team at General Assembly was looking to create a way to deepen the connection between donors and members with updates and donor comments. This connection is expected to be good for encouraging donors to make more donations in the future.
$
H E L P I N G O U T
$
Perpetuating problem?
Paying for booze or drugs?
Having an impact?
Do I need to give every time?
Is this weird?
Am I doing the right thing?
H E L P I N G O U T
$goods
services
H E L P I N G O U T
H I G H - L E V E L U S E R J O U R N E Y
Donor sees a person in need
Visits the person’s profile online to donate
Janice
Donate
Donation deliveredas limited gift card
H I G H - L E V E L U S E R J O U R N E Y
Our goalExisting
Donor sees a person in need
Visits the person’s profile online to donate
Janice
Donate
Donation deliveredas limited gift card
Member providesan update after
receiving donation
Donor responds withsupportive comment
• Support devices members use - Many members have cell phones with smaller screens than smartphones. This means there’s limited space for text interactions.
• Very limited staff time - Cut out as much staff time needed as services are already stretched thin and members can only meet in person once a week right now.
• Sensitivity in messaging - Messaging needs to be true to the needs of the people being served.
D E S I G N C O N S T R A I N T S
DONOR
A tale of two screens
D O N O R
MEMBER
M E M B E RD O N O R
D O N O R M E M B E R
D O N O R M E M B E R
D O N O R M E M B E R
D O N O R M E M B E R
D O N O R M E M B E R
D O N O R M E M B E R
A C T O R S
- System (sends texts) to donors to encourage them to post an update
- System (sends texts) to members with messages from donors
- Staff (moderate updates and comments) from donors.
- Donors (give money) to members.
- Donors support members with (comments on updates).
- Members (receive money) from donors.
- Members (thank donors) with updates and comments
Member Donor HandUp staff HandUp system
donor givesmoney tomember
system sendsemail and SMSto member
member picksup gift card fromservice provider?
system sendsemail to donor
no1-3 days pass
yessubmit 24-48 hourslater system sends
email and SMS to member asking for update
system sends message on to staff
1-7 days pass no
yes
member replies with update?
donor givesmoney tomember
system sendsemail and SMSto member
member picksup gift card fromservice provider?
system sendsemail to donor
no1-3 days pass
yessubmit 24-48 hourslater system sends
email and SMS to member asking for update
system sends message on to staff
1-7 days pass no
yes
member replies with update?
system posts update to member page and alerts donorsyes
yes1-7 days pass
no
no
does staff think update is OK to publish?
can it be edited to be published?
submit
24-48 hourslater system sends
email and SMS to member asking for update
system sends message on to staff
1-7 days pass no
yes
member replies with update?
system posts update to member page and alerts donorsyes
yes1-7 days pass
no
no
does staff think update is OK to publish?
can it be edited to be published?
submit
donor comments on update
submitsystem sends comment to member via email/SMS
member receivesmessage
7 days pass
system posts update to member page and alerts donorsyes
yes1-7 days pass
no
no
does staff think update is OK to publish?
can it be edited to be published?
submitdonor comments on update
submitsystem sends comment to member via email/SMS
member receivesmessage
7 days pass
donor givesmoney tomember
system sendsemail and SMSto member
member picksup gift card fromservice provider?
system sendsemail to donor
no1-3 days pass
yessubmit 24-48 hourslater system sends
email and SMS to member asking for update
system sends message on to staff
1-7 days pass no
yes
member replies with update?
system posts update to member page and alerts donorsyes
yes1-7 days pass
no
no
does staff think update is OK to publish?
can it be edited to be published?
submitdonor comments on update
submitsystem sends comment to member via email/SMS
member receivesmessage
7 days pass
donor givesmoney tomember
system sendsemail and SMSto member
member picksup gift card fromservice provider?
system sendsemail to donor
no1-3 days pass
yessubmit 24-48 hourslater system sends
email and SMS to member asking for update
system sends message on to staff
1-7 days pass no
yes
member replies with update?
system posts update to member page and alerts donorsyes
yes1-7 days pass
no
no
does staff think update is OK to publish?
can it be edited to be published?
submitdonor comments on update
submitsystem sends comment to member via email/SMS
7 days pass 7 days pass
yes
system adds member reply as new comment
7 days pass
no no
yes
does staff think update is OK to publish?
member replies to email or SMS?
submit
donor givesmoney tomember
system sendsemail and SMSto member
member picksup gift card fromservice provider?
system sendsemail to donor
no1-3 days pass
yessubmit 24-48 hourslater system sends
email and SMS to member asking for update
system sends message on to staff
1-7 days pass no
yes
member replies with update?
system posts update to member page and alerts donorsyes
yes1-7 days pass
no
no
does staff think update is OK to publish?
can it be edited to be published?
submitdonor comments on update
submitsystem sends comment to member via email/SMS
7 days pass 7 days pass
yes
system adds member reply as new comment
7 days pass
no no
yes
does staff think update is OK to publish?
member replies to email or SMS?
submit
Update and comment processCurrent Optional
C O M P E T I T I V E A N A LY S I S
updates comments donations to people goals donation
amount
kickstarter
indiegogo
rally.org
kiva zip
crowdrise
watsi
yes yes no yes any
yes yes yes yes any
no yes no yes any
no yes yes yes 2 options
no no yes yes any
no no yes yes any
I T E R AT I O N S
After conversations with stakeholders it quickly became clear that we needed to enable a way for members to update without direct help. Since cell phones are relatively common it became a useful tool in the whole process. After that it we changed our focus from just the website to more of a hybrid model so conversations could go back and forth between different types of devices.
