Problems

Current customers are complaining about how difficult to use our Incident reporting feature. They must select an incident category to create an incident record and the categories are not all applicable to their usual cases. Also, too many steps involved when they quickly capture incidents. Making the feature easy and optimised for their time-critical situations is immensely important as documenting all incidents can prove that the event companies have met their Health and Safety responsibilities and save them from any legal problems. To resolve this issue, our team decided to overhaul the incident creation flow, and add more flexibility to it.

User Feedback

• Most incidents to be created on the event day within the event area
• Templates will be created before the event day (planning stage)
• Quicker incident creation (capturing a brief incident record & adding more details later is fine)
• Users mainly want to view Description, due dates, and assignees in Tasks
• Actions-taken needs to be communicated from when it was reported (i.e Blerted) till it is resolved (i.e incident reported)

Testing New Add Incident Designs

To give testers more context, I have used the following script and asked them to test an interactive mockup (used Invision)

• You are running a cycling competition
• You are an event manager
• Someone reported that there was an incident during the event: cyclists collided each other
• You also got reported that first aid has been applied
• How would you quickly capture this incident including the reported info?

Test Results

• To act quickly, users would enter all the incident info in the incident field at once (separate the incident details and actions-taken by slash or comma)
• Users commented that they would use the actions-taken field when they have time
• Strike-through can be removed from completed Tasks as users wanted to read the completed tasks (making it less visible than the other active ones will be enough)
• A few users can’t connect the medium option with Severity. For them, Severity is only decided by two cases: need urgent attention or not

Final Thoughts

The tested prototype for incident & incident templates pages validated that the new UI will work much better than the current one. There are still more places to be explored and improved (more iterations required). While testing the prototype, we have found that incidents can be related to either H&S (injuries) or operational (fencing, logistics, etc). This tells us that we need to come up with more flexible incident & incident templates UI to handle those two different cases.