Lost Soul Courier Collective is a harm reduction services non-profit based in San Francisco dedicated to delivering desperately needed supplies to the most vulnerable populations for free.
The scope of this project was to redesign the design of the existing website with the goal of improving both usability and intuition. This included updating the landing page, and e-commerce sections, and redesigning the flow of both the mobile and desktop versions.
Lost Soul Courier Collective
Existing Design
Issues
The original layout, although very straightforward just had generic Squarespace stock photos
Did not provide much information on their other services
No information about how to buy their t-shirts and hoodies, or their mission statement.
Research & Analysis
Competitive Analysis
In our competitive analysis for Lost Soul Courier Collective, we closely examined other prominent harm reduction non-profits like Punks with Lunch, National Harm Reduction Coalition, GLIDE, and the San Francisco AIDS Foundation. This analysis provided invaluable insights into best practices, user engagement strategies, and service delivery models, which were instrumental in shaping our user-centric approach and unique value proposition.
Comparative Analysis
Our competitive analysis encompassed an in-depth review of Bay Area courier services including Candlestick Courier Collective, Stella Courier, Godspeed Courier, East Bay Express, and King Courier. This analysis revealed varied strengths and weaknesses across the spectrum, from specialized local knowledge to diverse service offerings, providing critical insights to strategically position Lost Soul Courier Collective in the competitive courier landscape
Proto-Persona
Meet Alex Chen, a 29-year-old barista and dedicated volunteer at Lost Soul Courier Collective in San Francisco. Passionate about community service and harm reduction, Alex combines her love for cycling and her commitment to public health, striving to make a tangible difference in tackling the opioid crisis.
User Interviews
In conducting a series of interviews focused on harm reduction, I engaged with diverse professionals from various organizations who shared their insights and experiences. These interviews provided valuable perspectives on the challenges, successes, and daily routines within the harm reduction community, offering a comprehensive understanding of this critical field.
Affinity Diagram
In the creation of an affinity diagram, I meticulously organized and synthesized key insights from various user interviews, clustering related themes and ideas. This visual tool effectively highlighted recurring patterns and pain points in harm reduction, fostering a deeper understanding and guiding future strategy development.
User Insights and Strategy
Based on the insights gathered from the interviews, users in the harm reduction field emphasize the importance of strong community connections and consistent outreach, while facing challenges in systemic support and resource accessibility. This underscores the need for more efficient, empathetic, and well-resourced harm reduction strategies to better serve and empower those affected by substance use and related societal issues.
User Persona
Luis Castillo is a 35-year-old Harm Reduction Specialist with extensive experience in providing support to individuals affected by substance use and homelessness. They are deeply committed to community advocacy and systemic change, focusing on outreach programs and building strong relationships within the community. Despite facing emotional challenges in a high-stress field, Jordan's resilience and empathetic approach make them an effective and dedicated advocate in harm reduction.
Empathy Map
The empathy map for Luis Cost, provides a comprehensive overview of their professional environment, capturing what Jordan hears, sees, says, and does, along with their thoughts, feelings, challenges, and motivations. It highlights the emotional complexities of Luis's role, their dedication to the community, and the impact of systemic issues on their work in harm reduction.
Design Process
Feature Prioritization Matrix
The Feature Prioritization Matrix for a harm reduction program categorizes potential features into four quadrants based on their impact and feasibility, ranging from high impact/high feasibility to low impact/low feasibility. This strategic tool aids in identifying which features, such as mobile outreach services and comprehensive housing solutions, should be prioritized for development and implementation to maximize effectiveness and resource allocation.
User Journey Map
The user journey map for ordering Narcan as a community member encapsulates the entire process from recognizing the need for NARCAN to successfully receiving it, highlighting the user's experiences, emotions, and interactions. It identifies key opportunities to enhance the process, including awareness campaigns, a user-friendly interface, anonymous ordering options, real-time tracking, and community training workshops, aiming to streamline access and increase community preparedness.
User Flow
The user flow for ordering Narcan from Lost Soul Courier Collective is a structured visual representation that guides the user through a series of steps, from the initial decision to order NARCAN to the final action of sharing feedback post-delivery. Utilizing distinct shapes to depict different actions, such as rectangles for standard actions, diamonds for decision points, and parallelograms for inputs/outputs, this flow clearly illustrates the user’s journey in an intuitive and easy-to-follow manner, ensuring a seamless experience from start to finish.
Sketch Prototype
Prototype Development
Iterations: Low Fidelity
The process of iterating the low-fidelity prototype involved refining and adjusting the initial sketches of the Narcan ordering website based on user feedback and usability principles. This phase focused on enhancing the layout, improving navigation, and ensuring clarity in the design elements, ultimately leading to a more user-friendly and intuitive interface.
Style Guide
Final Deliverables
High Fidelity Iterations
The high-fidelity prototypes for Lost Soul Courier Collective's desktop and mobile platforms showcase a polished and cohesive user interface, featuring a harmonious blend of the selected color palette and typography. With meticulous attention to detail, both desktop and mobile versions provide an intuitive, seamless user experience, ensuring easy navigation and clear presentation of information for efficient NARCAN ordering.
Link to Lost Soul Courier Collective
Experience the ease and accessibility of ordering Narcan online with Lost Soul Courier Collective's newly launched platform. Designed with user-friendliness in mind, our site offers a seamless ordering process, comprehensive resources, and an intuitive interface for both desktop and mobile users. Explore the platform today to see how we're making harm reduction more accessible for everyone.
Conclusion
In conclusion, the design journey for Lost Soul Courier Collective's NARCAN ordering platform, from initial sketches to high-fidelity prototypes for both desktop and mobile interfaces, has culminated in a user-centric, accessible, and aesthetically pleasing digital experience. This project not only reflects a deep understanding of user needs and usability principles but also demonstrates a commitment to providing a vital service through a well-crafted and intuitive interface.