Kenya water leak report app design

UI design project for Water Services Trust Fund in Kenya

Introduction

School Project, Water Services Trust Fund Kenya (KWSTF) runs the water infrastructure in rural Kenya, KWSTF wants to crowdsource the spotting of leakages. The task is to design an app that allows the locals to report the malfunctions to KWSTF, and allow KWSTF to send a plumber to fix the problems. It is expected that all of the users have at least an access to smartphone.

Two Requirements from Client KWSTF

The first requirement is to allow people report a leakage, the users groups are citizens/people living rural areas, which means the system should be simple and quick, considering that the user doesn't feel the ownership of the problem, but at the same time provide feedbacks to users about the case. The second requirement is the app should allow KWSTF to send a plumber to fix the problem. This time the app is facing professional plumbers, which means the system should be able to provide detailed information and distribute cases to plumbers depending on their situation (how far they are from the site and how urgent is the case).

Kenya water leak report app design

UI design project for Water Services Trust Fund in Kenya

Introduction

Water Service Trust Fund in Kenya website

Two Requirements from KWSTF

The first requirement is to allow people report a leakage, the users groups are citizens/people living rural areas, which means the system should be simple and quick, considering that the user doesn't feel the ownership of the problem, but at the same time provide feedbacks to users about the case.

The second requirement is the app should allow KWSTF to send a plumber to fix the problem. This time the app is facing professional plumbers, which means the system should be able to provide detailed information and distribute cases to plumbers depending on their situation (how far they are from the site and how urgent is the case).

Different User Groups?

Citizens

For people who spotted the leakage in Kenya and wish to report it to the water services, they might have those features: there is a high chance that they are first-time users, they might experience low tolerance and impatience during the operation, they report under accident occasions and have limited time, might not be able to describe the leaking problem, feel responsible for the water resources and environment.

Plumbers

‍KWSTF welcomes professional plumbers to register themselves in the system and be able to respond quickly in tasks, especially for tasks that are in close by neighborhood that plumbers are familiar with. To make the system, there are some features need to be taken into consideration: Some plumbers wish to work part time and only within certain areas, plumbers need detailed information about the task to evaluate the work load, tasks needs to be categorized, plumber have direct access to KWSTF by phone.

Different User Groups?

Citizens
For people who spotted the leakage in Kenya and wish to report it to the water services, they might have those features: there is a high chance that they are first-time users, they might experience low tolerance and impatience during the operation, they report under accident occasions and have limited time, might not be able to describe the leaking problem, feel responsible for the water resources and environment.

Plumbers
KWSTF welcomes professional plumbers to register themselves in the system and be able to respond quickly in tasks, especially for tasks that are in close by neighborhood that plumbers are familiar with. To make the system, there are some features need to be taken into consideration: Some plumbers wish to work part time and only within certain areas, plumbers need detailed information about the task to evaluate the work load, tasks needs to be categorized, plumber have direct access to KWSTF by phone.

User Journey

Reporting Leakage

Plumber Register and Repair the Leakage

Parallel System

In the wire-frame stage, the system is designed with 2 parallel systems for 2 user groups: citizen and plumbers, but they will share the same home page and login/registration page. The navigation bar and menu keep a consistency look but prioritize different functions. The system works paralleled but they exchange date in the 'Report Collection' and 'Task Pool' step, the reports will be sent to KWSTF backstage and then released in the task pool with after the information is double checked and processed.

Pain Point: Citizen Stay Noticed After Reporting

UX Solutions

Alerting theme

The home page is designed with the combination of dark blue and alerting bright yellow, which goes well with the theme of reporting a problem.

Easy Form Filling

After clicked the 'Report Leak' button, users will be sent into a form filling page, where some detailed questions will be asked, to deal with the situation that many citizens don't know how to describe a leakage problem, drop down menus and radio buttons are frequently used. Users can locate the leakage through maps if they don't know the exact location, they are also encouraged to submit a photo of the case so plumbers can identify the problems in ahead.‍

Case page and updates

A pop-up alert will appear to inform the users that their reports have been submitted successfully, at the same time, users can login to the case page through the bio link sent by email or messages, where they can check the status of the case and the information they put in. The case page will update itself depending on the process, red and green color code helps users to track the case status easily. For multi time users, they can have an overview of the previous cases.

Pain point: Make Plumber Registration More Transportant

UX Solutions
‍
Distinguishable color

The' Register as a Plumber' button is clearly distinguished from the 'Report a Leak' button, which is not as alerting since plumber registration allows users to have enough time to finish the process.

Form Filling

‍When designing the form for plumbers, Categories like working experience, part time or full time, region, tool box, transportation are taken into consideration for the later evaluation process. An account will be automatically created with the info provided for users to follow the changes.

Feedback

Due to the fact that KWSTF needs some time to evaluate the application, after loges into the the app, sensitive information like expecting waiting time, application status and KWSTF's contacts is provided on the 'My Profile' page.

Quick Overview

The 'Messages' Page can be accessed through the big button on the menu, where plumbers can check the new messages about tasks sent by KWSTF, because there are many messages, so the overview is short messages with quick access to 'Take Task' and 'Check Location' , plumbers can expand the message window and go though the details if they are interested in one case.

Keep track of their tasks

All confirmed tasks can be found in my 'Tasks Page', plumbers can keep track their working history.

Simplified interface

‍The interface is kept simple even though the functions are more complex compared to the citizen system, 3 button menu can provide easy and efficient operation for plumbers.

Painpoint: Parallel Operating

UX Solutions
‍
Color code

To distinguish the difference, we color coded the 2 systems, the reporting leakage system is dark blue background with white window because the reporting system should be alerting to the users.

While the plumber system is light blue background with dark blue window, a plumber icon is marked on every page, even though a user might have access to both systems, it will still be easy to tell which system the user is in.

Red/Green colors are used to suggest the current situation of the case, pink/ brown are used to suggest the urgency level of the tasks, the straight -forward color codes makes the information easy to read for people in Kenya.

Information Architecture

Menu Design
‍
Navigation Bar

Other information is listed on the navigation bar where users can have quick access, KWSTF contacts can be really important when the users feel like to make a phone call or visit.

Three button menu

The most frequently used functions are listed on the menu, to keep the interface simple and effective, i chose the 3 button menu, all 3 buttons are about the reports or about the tasks. 'Home' provide an exit and allow some users to switch in between 2 systems, while the 'New Report' and 'Messages'allows users to create a new report or check the task pool which are the main functions of the system. 'My Reports' and 'My tasks'allows users to keep track of the case.

Continuous Feedback System is key

Feedback and User Experience

One main principle about the app design is to provide users with continuous feedback, considering most of the users who wish to fill a report feels the responsibility for water resources, their aim is to see the problem fixed, so even though in real case, fixing a leakage takes time(from hours to weeks), but it is important to let the users know how far KWSTF has gone with the case and provide users with direct contacts from KWSTF if they have questions about the processing speed or other things toward a case. The feedback will provide a better user experience and encourage more people to use the app.

Results

Wire-frame

Parallel System
In the wire-frame stage, the system is designed with 2 parallel systems for 2 user groups: citizen and plumbers, but they will share the same home page and login/registration page. The navigation bar and menu keep a consistency look but prioritize different functions. The system works paralleled but they exchange date in the 'Report Collection' and 'Task Pool' step, the reports will be sent to KWSTF backstage and then released in the task pool with after the information is double checked and processed.

Reporting System: alerting and functional

Alerting theme
The home page is designed with the combination of dark blue and alerting bright yellow, which goes well with the theme of reporting a problem.

Easy Form Filling
To deal with the situation that many citizens don't know how to describe a leakage problem, drop down menus and radio buttons are frequently used.

Case page and updates
A pop-up alert will appear to inform the users that their reports have been submitted successfully, at the same time, users can login to the case page through the bio link sent by email or messages.

Alerting theme
The home page is designed with the combination of dark blue and alerting bright yellow, which goes well with the theme of reporting a problem.

Easy Form Filling
After clicked the 'Report Leak' button, users will be sent into a form filling page, where some detailed questions will be asked, to deal with the situation that many citizens don't know how to describe a leakage problem, drop down menus and radio buttons are frequently used. Users can locate the leakage through maps if they don't know the exact location, they are also encouraged to submit a photo of the case so plumbers can identify the problems in ahead.

Case page and updates
A pop-up alert will appear to inform the users that their reports have been submitted successfully, at the same time, users can login to the case page through the bio link sent by email or messages, where they can check the status of the case and the information they put in. The case page will update itself depending on the process, red and green color code helps users to track the case status easily. For multi time users, they can have an overview of the previous cases.

Registration system: clear guidance

Registration system: Clear guidance

Form Filling
When designing the form for plumbers, Categories like working experience, part time or full time, region, tool box, transportation are taken into consideration for the later evaluation process. An account will be automatically created with the info provided for users to follow the changes.

Feedback
Due to the fact that KWSTF needs some time to evaluate the application, after loges into the the app, sensitive information like expecting waiting time, application status and KWSTF's contacts is provided on the 'My Profile' page.

Keep track of their tasks
All confirmed tasks can be found in my 'Tasks Page', plumbers can keep track their working history.

Simplified interface
The interface is kept simple even thought the functions are more complex compared to the citizen system, 3 button menu can provide easy and efficient operation for plumbers.

Distinguishable color
The' Register as a Plumber' button is clearly distinguished from the 'Report a Leak' button, which is not as alerting since plumber registration allows users to have enough time to finish the process.

Form Filling
When designing the form for plumbers, Categories like working experience, part time or full time, region, tool box, transportation are taken into consideration for the later evaluation process. An account will be automatically created with the info provided for users to follow the changes.

Feedback
Due to the fact that KWSTF needs some time to evaluate the application, after loges into the the app, sensitive information like expecting waiting time, application status and KWSTF's contacts is provided on the 'My Profile' page.

Quick Overview
The 'Messages' Page can be accessed through the big button on the menu, where plumbers can check the new messages about tasks sent by KWSTF, because there are many messages, so the overview is short messages with quick access to 'Take Task' and 'Check Location' , plumbers can expand the message window and go though the details if they are interested in one case.

Keep track of their tasks
All confirmed tasks can be found in my 'Tasks Page', plumbers can keep track their working history.

Simplified interface
The interface is kept simple even thought the functions are more complex compared to the citizen system, 3 button menu can provide easy and efficient operation for plumbers.

Consistent but distinguishable?

Color code
To distinguish the difference, we color coded the 2 systems, the reporting leakage system is dark blue background with white window because the reporting system should be alerting to the users.

While the plumber system is light blue background with dark blue window, a plumber icon is marked on every page, even though a user might have access to both systems, it will still be easy to tell which system the user is in.

Red/Green colors are used to suggest the current situation of the case, pink/ brown are used to suggest the urgency level of the tasks, the straight -forward color codes makes the information easy to read for people in Kenya.

How do I prioritize the functions?

How do I prioritise functions?

Three button menu
The most frequently used functions are listed on the menu, to keep the interface simple and effective, i chose the 3 button menu

Navigation Bar
Other information is listed on the navigation bar where users can have quick access, KWSTF contacts can be really important when the users feel like to make a phone call or visit.

Three button menu
The most frequently used functions are listed on the menu, to keep the interface simple and effective, i chose the 3 button menu, all 3 buttons are about the reports or about the tasks. 'Home' provide an exit and allow some users to switch in between 2 systems, while the 'New Report' and 'Messages'allows users to create a new report or check the task pool which are the main functions of the system. 'My Reports' and 'My tasks'allows users to keep track of the case.

Navigation Bar
Other information is listed on the navigation bar where users can have quick access, KWSTF contacts can be really important when the users feel like to make a phone call or visit.

Continuous Feedback System is key

Feedback and User Experience
One main principle about the app design is to provide users with continuous feedback, it is important to let the users know how far KWSTF has gone with the case and provide users with direct contacts from KWSTF if they have questions about the processing speed or other things toward a case. The feedback will provide a better user experience and encourage more people to use the app.

Feedback and User Experience
One main principle about the app design is to provide users with continuous feedback, considering most of the users who wish to fill a report feels the responsibility for water resources, their aim is to see the problem fixed, so even though in real case, fixing a leakage takes time(from hours to weeks), but it is important to let the users know how far KWSTF has gone with the case and provide users with direct contacts from KWSTF if they have questions about the processing speed or other things toward a case. The feedback will provide a better user experience and encourage more people to use the app.