About FirstNet Push-to-Talk

FNPTT(FirstNet Push-to-Talk) app is a mobile communication tool for first responders and dispatchers in the U.S., designed for use on the FirstNet network. It positioned as a leading solution for public safety communication, integrating features like emergency alert, video streaming, multimedia transmission, and location reporting. It offers advanced technology for efficient communication.

FNPTT is losing users

In just 6 years since 2018, the FNPTT app transformed from a nascent communication tool to a vital resource for public safety. Over 27,500 public safety agencies and organizations, including the U.S. Coast Guard, Homeland Security Investigations, and Customs and Border Protection, now rely on FirstNet.

With more than 5.5 million connections established nationwide, the FNPTT app has experienced significant growth, underscoring the increasing trust and dependence of first responders on this essential communication tool.

However, we observed that the number of active users is reducing. Also, the amount of data transmission (including call, messages, video, multimedia) dropped 67%.

The app, originally designed to provide efficient communication for responders, has faced challenges in scaling alongside the expanding demands of public safety needs. As more features were added without a holistic product strategy, the fundamental usability was strained. Users began to feel lost and overwhelmed by the new features, leading to a decline in user experience.

Recapture the glory in 2024

Our project aimed to recapture a moment of glory. The original premise was straightforward: tap a button and talk. However, our objective was not to revert to a simpler past; instead our high level goals was to: Ensure seamless and efficient communication, verbal and non-verbal, for responders and dispatchers in any situations.

My role

I led this project in collaboration with 2 other designers from Aug 2023 to Feb 2024. I defined the strategy to address the problem and worked closely with 2 product managers, 1 network team, and 2 developing teams. I participated in the end-to-end design process, focusing a cohesive and user-centered approach to ensure communication efficiency.

Kickoff

At the outset of this redesign, we didn't have a clear about responder's communication experience. Without user insights, we decided to go knocking on every responder department's door in Seattle and listened to them.

We conducted the user research on the current app with 6 participants. The goal was to understand the challenges responders faced and the workarounds they employed. Although the app was designed to be the only communication method, the research revealed that responders end up using the native dialer app for communication.

Unable to navigate to important features

One-click Emergency Alert is one of the most important features in FNPTT, allowing responders to send alert to request further assistance during emergency. However, most responders cannot easily locate this feature, which can lead to severe or potentially life-threatening consequences.

Excessive reliance on verbal communication

Field information is essential for dispatchers to assess situations and understand specific needs. The current FNPTT is not capable of displaying realtime information, forcing responders verbally report all info, i.e, responders’ location and affiliation. All communication is channelled verbally, hindering the critical communication only achievable verbally, i.e., specific needs for incidents.

Unnecessary manual interaction

The current FNPTT requires unnecessary manual interaction or communication. For example, the first responders’ realtime location require manual refresh to be displayed. Also, message senders need to verbally confirm the messages are read by recipients. All these interactions and communications are not value-added but introduced burdens during first responding.

Dispatcher and responders need more efficient communication methods

Based on the discovery, 2 how might we questions are formed:

• How might we reduce responders’ reliance on voice when transmitting diverse communication?
• How might we reduce the time and effort dispatchers spend on situational awareness?

How does the success look like

Inefficient communication during first responding is not just a financial concern; it is a matter of life and death. Therefore it's important to define success and understand the health of the communication experience at scale even before design starts. I unpacked the concept of the "efficient communication" and reconsidered the metrics.

Design strategy

Based on user research data, I’ve landed on the below design strategy

• Refactoring: For the existing essential features that are often confusing or hard to navigate, i.e., PPT panel Information Architecture and Emergency Alert, refactoring is needed to ensure users can quickly navigate to needed features and easily comprehend the app functionalities.
• Enrichment: For the existing essential features that are not informative enough, enriching them will be necessary. For instance, location is one of the most important information during first responding and hence Map view is heavily used. However, current Map view cannot display status or affiliation of first responders, leading to unnecessary communication for required info which could have been displayed on the Map directly.
• Streamlining: Removing unnecessary interaction to ensure a simplified user experience. For instance, manual refresh for responders’ realtime location or verbal confirmation on message statuses are unnecessary. Streamlining FNPTT experience will help first responders to focus on critical missions.

Scope the redesign map

To address users pain points and enhance communication efficiency. I proposed many solutions and matrix’ed them in terms of Importance and Tech Feasibility. We prioritized the solutions that were important and technically feasible as a start.

Solutions

Simplify PTT panel enhance feature navigation

The PTT Panel serves as the entry point for FNPTT. We have adjusted the Information Architecture (IA) on this panel, regrouped important information, and removed unnecessary content to simplify user experience, enabling user easily and quickly navigate to needed features and therefore uplifting the communication efficiency.

Confusion eliminated on Emergency Alert

Users consistently failed to send or notice Emergency Alerts because they misinterpreted the emergency icon as a status indicator rather than a button. To eliminate confusion, I replaced the icon with a notable SOS symbol, based on user research showing that responders are familiar with traditional radios featuring a red SOS button for emergencies. Additionally, when an emergency alert is sent, the entire header turns red and flashes to quickly signaling the need for support, a concept inspired by traditional radios.

Automation of location reporting

We have upgraded the map display to show realtime location at a certain refreshing rate, depending on first responder’s status, i.e., Emergency Alert or device battery. The new map will automatically refresh, eliminating the need for manual refresh or verbal confirmation by dispatchers.

Informative map for dispatchers

The information provided on the map was often limited, requiring dispatchers to rely on additional verbal communication to fully understand the situation. To address this challenge, we displayed responder affiliation, battery statuses, and signal strengths on the map. This empowers dispatchers to quickly assess the situation, including responder locations, responders availability, and specific needs without requiring verbal communication.

Just send out messages and we do the rest

I introduced 2 features to the messaging to empower dispatchers. First, enhancing the existing broadcast message by introducing the symbol “@all” ensuring all users are aware this is a broadcast message which is usually more critical in first responding. Second, senders can see who has read or unread the message, without requiring message senders to confirm with recipient and vice versa. It greatly reduced the verbal confirmation.

Task completed and message crossed out

I proposed a idea allowing users to cross off messages once tasks mentioned in the message are completed, helping FNPTT users track task progress without need to communicate verbally. Although the idea was deferred due to tech feasibility for FNPTT, Samsung decided to adapt this valuable idea in the Samsung native messaging app and filed a patent against it.

The impact

We haven't had a chance to gain the business data. However, redesign has proven improvement in communication efficiency based on the testing with below results.

• Increased emergency alert sending completion rate from 0% to 100%.
• Responders are able to trigger Emergency Alerts within 3 seconds, marking a 81.2% improvement.
• Time to detect Emergency Alert was reduced by 84%.
• Time to assess situations and send specific support needed reduced by 76%.
• Time to verify a message read reduced by 66.6%.