MY ROLE
Product Designer
TIMELINE
4 Weeks
TEAM
Chloe
Alida
Annora
SKILLS
TOOLS
Figma
"I only knew there was a hurricane happening as soon as it was happening."
- Hurricane Survivor
Overview
The Federal Emergency Management Agency (FEMA) mission is to help people before, during, and after disasters, focusing on preparedness, protection, response, recovery, and mitigation. During disasters, vulnerable communities face disproportionate challenges due to systemic deficiencies in emergency communication, preparedness, and aid distribution. Our challenge was to redesign the existing FEMA app to improve crisis response & community resilience for low-income communities.
Impact
Improved emergency preparedness in low-income communities: 40% reduction in user confusion during user testing
Streamlined aid distribution and tracking
Faster access to critical information during crises
Stronger Community Resilience: Community marketplace reduces dependency on overwhelmed official resources
The Current State
When users attempt to navigate their application status or apply for disaster assistance through the FEMA mobile application, they encounter a critical system failure that redirects them to an error screen stating the system is down, with their only option being to call a helpline.
For communities already facing systemic barriers to accessing government services, this technical failure reinforces existing inequities and delays critical aid when it's needed most.
Existing user flow breaks down when applying for assistance and tracking applications
The Problem
User research from interviews with disaster relief survivors from low-income communities, statistical analysis/secondary research of disaster impact data on vulnerable communities, heuristic evaluation of the current state of the FEMA app revealed:
Lower-income communities face increased vulnerability during disasters due to inadequate emergency guidance, inefficient aid systems, and underutilized technology, leaving them unprepared and prolonging recovery times.
Lack of clear + accessible emergency guidance
Many rely on word-of-mouth or inconsistent social media updates, leading to misinformation and confusion.
Slow + complicated disaster relief process
Survivors struggle to access financial aid, shelter, and food assistance due to long application processes and excessive paperwork.
Many existing emergency apps and digital tools are fragmented, offering partial solutions but failing to provide a centralized, real-time platform for disaster response.
Empathizing with users
FIG 1.
Primary & Secondary User Personas
Pinpointing user pain points to inform prioritization decisions
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Limited access to reliable information; misinformation spreads quickly
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Lack of transportation; difficulty accessing affordable supplies
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Slow emergency response; lack of real-time alerts with clear instructions
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Complicated aid processes; delayed financial assistance
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She applies for disaster relief programs but faces excessive documentation requirements and long waiting periods. Community-driven support provides some relief
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Susan checks local news and social media for updates but struggles with misinformation and unclear evacuation instructions
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Severe weather warnings, such as hurricanes or floods, are announced
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Clear and reliable updates about potential disasters through accessible channels like text alerts or local news
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Realizes she needs to prepare for evacuation and secure her children’s safety
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She attempts to gather essential supplies but faces challenges due to limited income and resources. She also struggles to find transportation options since she doesn’t own a car
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Susan tries to contact emergency services for shelter and transportation but encounters delays in FEMA assistance
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Easy access to affordable supplies, transportation options, and simple evacuation instructions tailored to her needs
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Flooding begins, and evacuation becomes urgent
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Fast and reliable emergency services providing transportation, shelter, and food security
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Post-disaster, Susan seeks financial aid and support to rebuild her life
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Streamlined processes to request financial aid and rebuild her life without excessive documentation or long waiting periods
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Depending on the expectaions the professional fulfills thems and gives feedback for the job
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In exceptional cases the customer is not satified by the work and provides feedback accordingly
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Easy to work with
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The payment is released and both the parties get paid / pays on the rate they were promised
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In special cases the hirechowk decide to refund the amount for low quality work
Recovery
Emergency Response
Awareness
Preparation
Work
Payment
Trigger
Emotion
Action
Pain Points
Expectations
FIG 2.
User Journey Map
Defining Product Requirements
HMW provide clear, real-time emergency information that's easy to understand and access?
HMW streamline aid distribution and ensure timely assistance?
HMW use technology to improve coordination and trust during disasters?
High Priority
Real-time, accessible, and easy-to-understand emergency information
Simplifying and speeding up aid distribution
Creating a centralized, misinformation-resistant crisis platform
Medium Priority
Developing a real-time community-driven network for assistance
Localized, offline-friendly solutions for emergency alerts
Ensuring survivors have immediate access to mental health support
Lower Priority
Enhancing social media verification during crises
Cross-platform integration of emergency services and relief networks
Expanding accessibility features for diverse and vulnerable communities