Track24
Improving an incident-response app so people can understand what is happening and what to do next in case of an incident.
When clarity matters most.
As part of a three-week sprint with two other designers, I worked on improving Track24’s incident-response app. It alerts people to incidents and provides contextual information based on their proximity.
Double Diamond & UX process
As part of my General Assembly course, my team and I worked with a real client on our final project, applying the Double Diamond framework to demonstrate our UX process and identify opportunities to improve their app experience.
Process
Discover
We first learned about the company, its objectives and the context in which Track24 is used. We tested the existing app and interviewed people who had experienced incidents, people who had not, and security coordinators who support clients during incidents.
Define
Affinity mapping showed several consistent needs: users wanted to understand the value of the app, feel more in control, know what to do in a risk situation and receive clear, reliable information without being unnecessarily alarmed.
Develop & test
We explored ways to explain an incident chronologically and then designed clear actionable advice. Two user flows covered different scenarios: being close to an incident and being caught up in one. We tested designs with users and iterated based on feedback.
Deliver
Our UX process helped shape an app that keeps users informed and prepared during incidents, helping them stay safe and minimise disruption.
The app delivers accurate, trustworthy updates from reliable sources, answering users’ key questions — why, what, where, and when — with timely, relevant, and actionable advice.
We also developed a flexible template-based approach that could be adapted to each company’s security protocols.