Human problem · Emergency care

FR3 Case Manager for FDNY

Getting rescue data off the device without getting in a firefighter’s way.

Role: Interaction design · usability lead

Learning the post-rescue workflow in FDNY stations.

The human problem

Firefighters have plenty to do after a rescue. Transferring data from the AED is not one of them. To get the data off their FR3s, FDNY crews had to pull the battery and work through software that didn’t fit their day. As one put it: “My hands are too big, and I don’t know how to use this thing.” The FDNY team needed to integrate the new devices seamlessly into its existing high-pressure station and post-rescue workflows.

Chapter 01

Learning the workflow first

I started in the field: site visits, shadowing and journey mapping to see how data moved, or didn’t, after a call. The lesson was that the solution had to be simple in a low-tech environment, not clever.

Chapter 02

Prototype fast, test with the crews

I designed the information architecture and screens, then built low-fidelity prototypes to get quick feedback from firefighters before moving to high fidelity and validation. We worked in an agile rhythm with the software team, so each round of testing shaped the next build.

The simplified information architecture and data-transfer flow.
Low-fidelity prototype used for fast feedback with FDNY crews.

Outcomes

  • Reframed the problem through contextual research in FDNY stations.
  • Created and validated a simpler information architecture and data-transfer workflow.
  • Helped save an at-risk FDNY account.

What I learned

A full user-centered process works, even with a team of three, when you stay close to the people who will use the result.