This project aimed to improve the current volunteer matching process for the NUS Disability Support Office (DSO). We worked closely with the DSO, the student volunteer group - NUS Enablers, and the students with special needs (SSNs). To streamline the volunteer-pairing process, the team developed awebsite, Voltch, that seeks to centralise and simplify the process for all three different partners. Through user-testing, the website showed potential as an effective and efficient solution to the volunteer-pairing process. It lowered both the barriers for volunteers to engage with SSNs and for SSNs to seek help.
In partnership with NUS Disability Support Office
Collaborating with NUS Enablers and Students with Special Needs
UIUX, User Research, Prototyping, User Testing, Branding
Triston Pang, Li Sitong, Jeremy Loye
Figma, Miro, Google Slides
In 2018, an estimated 250,000 PwDs in Singapore had diverse needs across different age groups. As per Singapore's Enabling Masterplan, Persons with Disabilities (PwDs) face unequal opportunities in education, employment, and recreation due to medical disabilities. Students with Special Needs (SSNs) specifically pertain to PwDs in tertiary education in Singapore, sharing varied needs and challenges. SSNs in tertiary education generally face physical and social-emotional challenges.
Drawing closer to the NUS context, there are also different needs of the SSNs to consider. There are approximately 300 SSNs within NUS with 4 main categories of disabilities.
Given the wide array of needs the SSNs have and the potential challenges they might face in tertiary education, the disability offices (DSO) were established. The DSOs aim to be a one-stop help point that seeks to meet the needs of these SSNs.
The DSO is not alone in rendering their support to SSNs. Another key stakeholder of supporting SSNs in NUS is the NUS Enablers. This is a student-volunteer organisation that works closely with DSO.
Therefore, the two main source of support for the SSNs are the DSO and student volunteers. The DSO provides administrative and social support to the SSNs while student volunteers from NUS Enablers mainly provides peer to peer support to the SSNs. These 3 stakeholders make up the ecosystem of support for SSNs in NUS.
The support ecosystem is currently imbalanced, evident in the diagram where the DSO faces overwhelming demand with limited staffing. The single officer must handle all SSNs' requests, and the volunteer-SSN matching process is time and resource-intensive. Physical presence is often required to aid SSNs, causing delays in finding suitable buddies within NUS Enablers. Each request is manually processed, addressing the unique needs of SSNs on a case-by-case basis. Meanwhile, the underutilization of the peer-support system between SSNs and Volunteers is observed.
With these inefficiencies at hand, how could we leverage on technology to streamline the processes?
Thus, we came up with two main aims for this project.
We adopted the design thinking framework as our main methodology.
To ascertain the validity of our problem space, we conducted interviews and focus groups with our user groups.
After our initial assessment with the DSO, we grasped their current process: SSNs request help, DSO forwards it to NUS Enablers, who then share it in a chat. Volunteers respond, and DSO connects them with the SSNs.
However, this manual process requires DSO's verification for each request, and finding suitable volunteers is tough due to specific needs and a limited pool.
Hence, DSO seeks a solution to simplify administrative tasks, respond faster, and potentially automate volunteer assignments.
In interviews, SSNs praised DSO's support but emphasized the value of peer assistance for tasks. They seek more than aid—desiring rapport and organic relationships with supporters. They welcome a streamlined platform for easier requests and emphasize the need for user-friendly features, catering to diverse student needs.
The reliance on DSO for information on volunteering with SSNs is a significant barrier for potential volunteers. Insufficient information and a lack of clear channels, along with a deficiency in connections, hinder accessibility to volunteering opportunities.
Thus, with all the insights we gathered, we set our objectives for building a platform to aid the situation.
We began brainstorming solutions for the identified problems and needs. To determine the platform, we gathered feedback from volunteers, revealing a strong preference for a Telegram bot and mobile application.
Considering survey results and design goals, we opted for a Web Application and Telegram bot for the initial launch.
After platform selection, we brainstormed features aligned with users' workflows. For SSNs, the process involves logging in, submitting engagement requests, and receiving notifications about assigned volunteers. These ideas were then translated into key visuals.
For the DSO, the workflow entails logging into the web app, vetting, editing, and publishing engagements, and ultimately assigning volunteers to SSNs.
For the volunteers, the key features include browsing engagements, signing in or signing up to apply for the engagements.
For the prototyping and testing phase, we practice agile development where we gather feedback and test our Application while we develop it. This ensures that we meet user needs more closely.
We've designed specific WebApps for each stakeholder. The SSN submits an engagement request on their app, which goes to the DSO app as unpublished. The DSO admin vets and publishes it, appearing on the volunteer app. Volunteers sign up, marking the request as "unassigned" on the DSO app. The admin assigns a volunteer to the SSN, reaching the final "assigned" stage.
SSNs sign up with their name and contact details, providing additional information like faculty, major, year, and timetable for effective matching.
SSNs can effortlessly submit engagements with pre-filled personal details from their sign-up information, requiring only the input of engagement details.
After submitting, they can view the status of their request.
In addition to the engagement feature, we've included a faculty floor plan in the WebApp. This stems from DSO feedback, recognizing the map's utility for SSNs with physical impairments.
SSN can key in their queries under 'Contact Us'. This streamlines all messages directed to DSO.
SSNs can view and edit their profiles, particularly useful for updating availability or timetables. The timetable is linked to NUS Mods for added convenience.
The admin will first sign in.
The admin can oversee requests on the main page, filtering by status, with an alert for urgent requests. We've also included a feature for manual request addition, as requested.
She can click to view the unpublished requests, which refer to new requests from SSNs.
Upon clicking in, the admin can vet, edit, delete, or publish. Note the segregation, ensuring only left-side information is published, while the right side is reserved for the admin and paired volunteer, addressing privacy concerns raised by SSNs.
After publishing, the admin can see the change in status. They can also click in to the view the published post on the volunteer WebApp.
When volunteers sign up, the admin can look and match the volunteers by simply clicking back and forth.
Finally, the admin can assign a volunteer to the SSN.
In addition to managing engagements, the admin can respond to queries from both SSNs and volunteers sent through the Contact Us page.
The admin can also upload materials like the faculty map, or even training materials.
In response to user feedback, we prioritized a user-friendly, mobile-accessible website with easy entry. Upon entering the site, users encounter the explore page featuring a list of engagements that can be filtered by interest and arranged by date posted.
Account creation is required only when users intend to apply for engagements.
After signing up, users can apply for a task. They can view their applied tasks and the respective status.
Volunteers can bookmark tasks they're interested in, acknowledging that many may be eager but uncertain about their availability.
Apart from browsing and applying for engagements, volunteers can view and edit their profiles, particularly useful for updating availability or timetables. The timetable is linked to their NUS mods for added convenience.
Users can access FAQs, and we will collaborate with DSO and NUS enablers to identify common questions from volunteers on the ground.
Training material is a crucial feature, addressing the concern raised by volunteers about the lack of training, as it can be a barrier to volunteering. Many volunteers express uncertainty about how to appropriately assist an SSN.
Finally, volunteers can send in their queries under Contact us.
We formulated 3 objectives for testing the platform.
We also conducted interviews and focus group discussions with our users for testing.
In terms of effectiveness, participants found that the SSN and Volunteer WebApps excelled in finding help and opportunities, while the DSO WebApp effectively facilitated and organized volunteer-to-SSN matching.
Regarding efficiency, SSNs could more efficiently seek matches, aided by the simplified reviewing and matching process in the DSO WebApp. Additionally, volunteers experienced a more streamlined volunteering process.
Finally, in terms of accessibility, the WebApp has made it a lot easier for SSNs to have access to help and for volunteers to sign up for engagements.
Feedback from user testing revealed areas for improvement. Firstly, our app lacked volunteer engagement, influenced by insufficient awareness of the DSO and SSNs, inadequate information about those needing help, and feelings of inadequacy in assisting SSNs.
Our app currently has limited disability inclusivity, especially for SSNs with visual impairment, as we haven't implemented inclusive design principles. Our web apps are yet to be tested with a screen reader, a step we plan to take in the future.
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