UX Research Case Study: Peduli Lindungi after pandemic — An app for Disaster Risk Management
Hi everyone! My name is Radiva, I am currently enrolling in UI/UX Bootcamp by Dibimbing.id. This case study is part of my final assignment at dibimbing.id.
Overview
Peduli Lindungi is an app provided by Indonesia’s ministry of health in response to COVID-19. After about 2 years of development, Peduli lindungi has become a more mature and more accessible app. But after the pandemic is over, what could be the next steps for this app? Since the pandemic started to subside, there’s a room to develop this app into a more functional apps. So, this project will be covering an end-to-end process of crafting the next step for Peduli Lindungi after the pandemic is over. I will be re-focusing the goal of the app from the app that can help during COVID-19 to an app that also could help when Natural Disaster strike. By becoming a Disaster Risk Management app.
— Introduction
Background
Right now, every citizen of Indonesia is obligated to have Peduli Lindungi app especially for entering public spaces and getting a COVID-19 vaccine. While many people still struggle to find all the features that this app provides, almost every Indonesian citizen is already aware of the existence of the app. Peduli lindungi are created because of the non-natural disaster of COVID-19. But as a country that sits between 4 tectonic plates — tons of active volcanoes — the second country that has the most considerable tsunami potential — and climate change, the natural disaster threats still lays below our feet. So it is important to prepare for more disastrous events in the future. So in this study case, I will be focusing on the exploration of how peduli lindungi could be developed as an app that responds to a wider variety of disastrous events while still iterating the current function of the apps.
Objective
This project will be focusing on the exploration of how peduli lindungi could be developed as app that respond to a wider variety of disastrous events while iterating the current functions of the app. I divide the research into 2 parts. Which is the present version and innovation version.
Present Version (Des 2022)
- Understand the Peduli Lindungi behavior, motivation, needs, pain points, and perspective about Peduli Lindungi Apps
Innovation
- Understand user perception if Peduli Lindungi Apps developed into an Application for Disaster Risk Management
- Understand the user behavior and needs if a natural disaster occurred to them
- Understand how Peduli Lindungi could be an Apps for Disaster Risk Management
Methodology
- Qualitative — Desk Research The desk research will help to understand more about natural disasters and how an app could be used for Disaster Risk Management.
- Qualitative — In-depth Interview This method is used to obtain information about user behavior, needs, pain point, and expectation when using the application. Other than that, I would like to test the innovation that I want to implement and find out the behavior and needs of people when they are facing a natural disaster.
Sample specification (10 Samples)
- Nationwide
- Women/Man
- 18–60 year old
- Using Peduli Lindungi
- Have experienced a natural disaster
Flow
— Main Findings
The Present App Version (Des 2022)
Before we going to talk about the innovations, it’s important to understand the behavior, needs, pain points, etc, to take it for further development.
Motivation: Why do users use Peduli Lindungi?
Users use the apps because they are forced to use those apps by the government. They eventually download the apps because they wanted to travel and visit a public space during COVID-19 or when they wanted to get the vaccine. but they don’t feel they have significant benefits from using the apps.
Behavior: What users do with the apps
Users don’t use the app that often other than for barcode scanning and finding their certificate, so they don’t know about other features.
- Barcode scanning when users enter public space/wanted to go to a social event
- To check the vaccine certificate
- To check travel regulation
- To know their test result and covid status
- To get free covid medicine
- To do a consultation with a doctor
Pain Points: Do users experience difficulty operating the app?
- Add Member Feature
Users find it the add member feature doesn’t have a clear flow and usage
The feature is created to make it easier for people to check in a group. But the flow isn’t really good. To use the feature, the user has to input other people’s profile from their profile page, and then can be used later when scanning a barcode in a certain place
- UI Problem and Accessibility
- Vaccine Certificate Flow
There are about 4 clicks until the user finds the vaccine certificate
Flow 1
Flow 2
- Lack of Feedback
Users feel that there’s not enough information about what benefits they will get if they do certain things except for the formality.
- Lack of socialization about the feature
Users stated that the apps have great features to offer but it’s lack socialization
- Vaccine Converting Issue
Users that get their vaccine from abroad have a difficult time converting the certificate because it’s an error and the CS not responding well
- Security Problem
Users do not feel safe about the data that they are giving to the apps
- Technical Issue
Users still find technical issues with the app
Users experiencing technical issues such as the apps being too big and slowing down the phone system, taking up so much battery because of the constant demand for GPS, dif on certain places there’s no signal it’s hard to get in, if we have a low battery it’s difficult
Needs: What do people need during COVID-19?
After doing the research, here are some findings regarding what users need during COVID-19.
Some needs are already provided by Peduli Lindungi. But other still hasn’t been provide yet.
Perspective: How do users feel when they use the apps?
Some users feel it’s troublesome to use the apps every time they enter the public space, but now they are starting to get used to it. Other users feel the app is good because they thought it was necessary since the government needs the data to do contact tracing to know the spreading of the virus.
Users also stated that they don’t get many benefits from the apps, so if they don’t force to download it, they won’t download it
Perspective: What is the main function of the app?
The app is known for its usage for barcode scanning when entering a public space and to find their vaccine certificates.
Perspective: App Ratings
When it comes to the rating of the apps, the result is varied from user to user. Some users rated ⅕ and others rated 5/5, the reasons are some users don’t feel the benefits when using the apps. While others find that the apps are easy to use
In conclusion, this is what we can take from the present version….
User Persona
Customer Journey Map
The problem from the present version
- Technical Issue. Users need a way to prevent Technical Issues because users still find technical issues on the apps
- Vaccine Certificate Issue. Users need a way to fix the vaccine certificate converting issue because users find there are a lot of errors when users try to convert the certificate
- Barcode Scan in a no signal/battery low situation. Users need a way to be able to scan the barcode if there’s no signal or a low battery because users confuse if they experiencing those circumstances
- Lack of Feedback. Users need a way to know if the action that they do in the app have an impact because users find the app is lack feedback.
- UI and Accessibility. Users need a way for the apps to be more accessible to the elderly because the apps are being used by a wide variety of people. Users need a better button design because some button isn’t clear whether they could interact or not
- Vaccine certificate flow. Users need a way to Redesign the flow of the vaccine certificate because users find it hard to seek to find the certificate.
- Travel History. Users need a way to know their travel history because they find it will be great if the apps provide that data, so the user can find where they could get a covid
- Flow add member feature. Users need a way to have a better flow to the add member feature because users find the flow a bit confusing
- Emergency help. Users need a way to access emergency help because, during covid, users don’t know where to seek help
- Data accurate. Users need a way to know if the data that they got from the apps is accurate because they found the data that they got from the apps isn’t updated with the latest version
- Lack of benefits from the apps. Users need a way to know what are the benefits of using the Peduli Lindungi App because users find the app is lack benefits
- Localization. Users need a way to have more localized data because users find the app could be more helpful if the data is filled with the data of the location that they are at
- Data update about COVID-19. Users need a way to know about the Data update for the zone, variants, and regulations for covid-19 because users find there are a lot of hoaxes and confusing information
- What to do when coming in contact with provide. Users need a way to know what to do when they come in contact with COVID-19 because users panic when that’s happened
- Feature Socialization. Users need a way to know what kind of feature Peduli Lindungi have because users find that Peduli Lindungi has great feature but they don’t socialize their feature properly
The Innovation
Desk Research about Disaster
Definition of Disaster Peraturan UU 24 tahun 2007 concerning Disaster Management states the definition of disaster as follows:
A disaster is an event or series of events that threaten and disrupt people’s lives and livelihoods caused, both by natural factors and/or non-natural factors as well as human factors, resulting in human casualties, environmental damage, property losses, and psychological impacts.
The definition states that disasters are caused by natural, non-natural, and human factors. The laws also defines natural disasters, non-natural disasters, and social disasters.
Indonesia Natural Disaster Potential
How mobile apps could help in terms of Natural disasters?
After doing the desk research, I also pitched the idea to users, to find out their behavior during natural disasters, and find out what they need when they encounter a natural disaster. Here is some of the findings:
What did People say about the idea?
According to the user, after the pandemic, in which direction Peduli Lindungi should go?
People’s Behaviour during Natural Disasters
Users stated that if the natural disaster that their encounter feels like a live threatening situation, they first instinct is to save their self and don’t have time for even looking at their phone. So, uers are skeptical that the apps would be any help if the natural disaster scale is quite big. User also concern, because when the natural disaster is in dangerous state, the mobile data and internet have a potential to be cut off and not function well.
But if the natural disaster just mildly affects them (ex: a mild earthquake that doesn’t do any damage) they tend to checked their phone to know the latest info and find out is it going to be a dangerous situation. Users also stated, that they usually go to twitter first to found out the current situation. Other than that, users also want to knowwhat to do and where to evacuate themselves. Basically the info that they wanted to know are: what is the status of the natural disaster, which areas are affected by the disaster, and The rules and regulations after the event. (Holiday, etc)
User Needs
I also interview users to imagine themselves in a natural disaster situation and what features or information could be any help for them. So here is what they need. Before, during, and after the events.
In conclusion, the innovation should be developed toward this way….
The innovation problem
So after doing this two parts research. the question is:
what is the actual problem that wanted to be solved?
so here is the recipe for the main problem that I would like to solve in the design:
After doing the process I finally come to the conclusion that the Main Problem and its actionable plan that wanted to be implemented in the design are:
After I found the conclusion, I go to the next process which is the Design process. that I will cover in the next article.
Click here to check out the design prototype.
Thank you for reading my case study! I have a lot of fun doing this case study! Especially interviewing people with many different stories and backgrounds. But anyway, I realize this case study is reallyyyy2 far from perfect so I am open to critique and suggestions.
