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A mobile phone displaying the Google Revive sign-in screen.

Overview

This case study examines the mobile learning experience for a CPR and choking response course, including enhanced Google Assistant capabilities that become available after finishing the course.

Summary

How might we increase the number of individuals trained in CPR and choking emergencies and offer support when an emergency occurs?

How Might We Statement

Product Designer

Role

Brand Creation

User Research

Competitive Analysis

Visual Design

Prototyping

Interactions

Testing

Responsibilities

interview transcripts

Empathize

Interviews

To understand key issues in current CPR and first aid training methods, I conducted interviews with people who have previously taken such courses. My objectives were to:

  • Identify the major pain points they experienced in their training
  • Get their perspectives on how the instruction could be improved to reduce those difficulties
  • Gather their input on desired features for a mobile application that could decrease anxiety and increase confidence if an actual emergency were to occur after the training

The interviews aimed to elicit where existing approaches fall short, how the training process could better meet learner needs, and what functionality in a just-in-time phone tool would be most valuable in a crisis following the course.

interview transcripts
Paula's Empathy Map

Empathy Maps

By developing empathy maps, I was able to better comprehend my users’ perspectives and attitudes toward their most recent CPR and first aid training.

Mapping out their thought patterns, emotions, and behaviours offered a foundation to identify key pain points within their past training experiences. The information gleaned through empathy mapping kickstarted the process of zeroing in on critical problems to tackle.

 
Paula's Empathy Map

Personas

Conducting broader user segmentation provided an opportune chance to examine the objectives, attributes, and requirements of larger user groups.

By analyzing usage patterns and behaviours among these segments, I aimed to detect commonalities that could reveal widespread pain points experienced by users like my interview participants.

This user segmentation enabled me to look beyond the interview insights to potential larger-scale frustrations and challenges faced by categories of learners going through CPR and first aid courses. Identifying those shared “jobs to be done” and hindrances would allow me to understand pain points on a macro level.

Paula's persona and user story

Define

Problem Statements

Identifying users’ main issues allowed for precise solutions. Their frustrations revealed through research, became guiding principles. By focusing on key pain points, I developed targeted app features to ease accounting headaches. Understanding user pains was crucial for making this training more appealing to those wanting to get certified.

Paula's problem statement
Paula's problem statement

Goal Statement

Revive aims to enhance access to CPR training, empowering individuals with life-saving skills to assist unconscious non-breathing victims during emergencies until EMS teams arrive. We’ll measure success through course completion rates, ensuring learners fully engage with the CPR instructional content. Higher completion figures indicate effective education, increasing the pool of people capable of administering critical interventions when needed.

Ideate

User Journey

Developing a user flow enabled me to map out an optimal, seamless experience for customers as they progress through the car purchasing journey in the app.

Constructing this user flow delivered key insights around:
✅ What interactions customers would complete within the app to move towards their purchase goal?
✅ The decision points presented to users that shape their trajectory based on selections.
✅ The specific screens customers would land on after tapping buttons, choosing options, or moving through checkout.

Overall, diagramming this user flow allowed me to visualize and optimize a front-to-back purchasing path that empowers users to take actions that drive them efficiently to a successful transaction with minimal hurdles.

Activating enhanced Google Assistant lifesaving features

Competitive Analysis

Conducting competitive analysis provided comprehensive insight into the landscape of existing CPR and first aid mobile applications. This benchmarking enabled me to design a differentiated product that delivers novel value to users.

Analyzing the strengths and weaknesses of current market solutions guided my designs to address unmet needs and usability gaps. The user and industry insights gleaned from this process allowed me to incorporate purposeful features and refinements that solve real frustrations.

With a keen understanding of the competitive arena steering my direction, I could craft an optimal user experience catered to easing points of friction uncovered during analysis. These evidence-based learnings translated directly into product decisions and flows aimed at serving user jobs to be done in a streamlined way. The result is an app adding true utility, not replicating imperfect market conventions.

the competitive audit with competing brands
Several phones displaying different pages of the Google Revive app.

Prototype

Paper to Digital Prototype

CPR/First Aid Training Course

Revive course: from initial to final designs

Google CPR/First Aid Assistant

Revive google assistant: from initial to final designs

Prototyping

Test

Test Prep

To optimize and enhance the CPR first aid training experience, I defined key questions to drive research:

✅ How long does it take currently to fully complete the course? Is this timeline prohibitive?
✅ Which content areas or activities prove confusing or cause frustration? How can instruction be clarified?
✅ Do any onboarding, interface, or comprehension roadblocks dissuade course completion?

By investigating pain points around time commitments, challenging elements, and barriers to engagement, I will spotlight opportunities to streamline and bolster the learning experience. Addressing difficulties around duration, stickiness, and dropout drivers will inform refinements that make course delivery more intuitive and motivating. This effort can increase accessibility and mastery for learners.

Test Results

A key performance indicator I sought to evaluate was overall usability, assessed through a system usability scale questionnaire. This survey posed a series of questions allowing participants to rate aspects like ease of use, learnability, interface consistency, and their confidence level in utilizing the app’s features.

The responses across these usability factors provided numerical data and feedback for analyzing the intuitive nature of the app, highlighting any complexities or inconsistencies that undermine user self-assurance and task completion. The aggregated usability score offers insight into hurdles and streamlining opportunities that can bolster user competence and efficiency. Tracking this KPI supplies ongoing guidance for smoothing and optimizing interactions.

Initial iteration

usability results

Ease of use: 40% of the participants disagreed, 27% agreed, and 33% strongly agreed that it was easy to use.

Usefulness: 40% strongly agreed, 50%, agreed, and 10% disagreed that there was a steep learning curve.

Learning curve (Google Assistant): All participants believed that there wasn’t a learning curve with the Google Assistant feature. 27% strongly agreed while 73% just agreed.

Learning curve (Course Dashboard): There was a mixed opinion about the learning curve for the course dashboard. 33% strongly agreed that there was a steep learning curve, 27% agreed, while 40% disagreed.

Final Iteration

usability results for final testing

Ease of use: All participants thought the feature was easy to use. 80% strongly agreed and 20% agreed.

Usefulness: 80% strongly agreed, 10%, agreed, and 10% disagreed that there was a steep learning curve.

Learning curve (Google Assistant): All participants believed that there wasn’t a learning curve with the Google Assistant feature. 80% strongly agreed while 20% just agreed.

Learning curve (Course Dashboard): All participants believed that there wasn’t a learning curve with the Google Assistant feature. 80% strongly agreed while 20% just agreed.

Iterations

Course Dashboard

The abridged iterative process of how we presented the course segments to students.

60% of participants wanted to change the style of the card.

1 of 6

40% of participants didn’t understand that line at the bottom was a lesson progress bar.

2 of 6

20% of participants didn’t understand that the checkmark represented “complete.”

3 of 6

20% of participants indicated that they wanted a progress bar at the top.

4 of 6

Cards were changed and “Complete” was added next to the checkmark to confirm lesson completion. No further concerns were identified.

5 of 6

A progress bar and copy with the percentage completed were added to the top of the screen. All users were able to easily identify how far along they were in the course.

6 of 6

* clicking each hotspot will provide further details.

Lesson Flows

The abridged iterative process of how each lesson was presented to students.

40% of participants struggled with the next button. They didn’t know how to proceed to the next lesson.

1 of 3

The copy was changed to “Done” and an icon was added to help illustrate that the lesson had been completed.

2 of 3

“Lesson Complete” was overlayed on top of the video player as double confirmation.

3 of 3

* clicking each hotspot will provide further details.

Final Solution

CPR/First Aid Training Course

"Hey Google" Integration

Take Aways

Drawing from my background as a lifeguard, swim instructor, and CPR/first aid trainer, I recognize the immense value a tool like this could offer if fully developed, especially with the reach of a partner like Google. By making training more engaging and accessible, adoption would likely expand – arming more individuals with the skills to save lives.

Response times for emergency medical services vary drastically by geography. In many rural and suburban areas, it may take 10 times longer than urban hubs for EMS teams to arrive, while brain death can start in just 4-6 minutes after oxygen loss. This app could empower many more bystanders with the knowledge to take immediate action after an incident. Those critical early interventions initiated by trained individuals in outlying areas could positively impact outcomes before EMS assumes care.

The need and opportunity are evident. By overcoming barriers like complexity and time commitments associated with traditional training, we can proliferate basic CPR and first aid competency in populations that have lagged. User-friendly design and intelligent systems like this may hold the key to unlocking grassroots life-saving potential.

Michael Moniz

A jack of all trades is a master of none, but almost always better than a master of one.

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