Casebook Child Abuse Hotline

HOW MIGHT WE Help hotline operators capture key structured data while remaining focused on their report narrative?

Context
Casebook Child Abuse Hotline is a product focused on helping operators capture critical structured data while remaining focused on the caller and their story. Researched in 5 different states, Casebook Child Abuse Hotline reflects the unique needs for workers in this high pressure context.

From Narrative to Structured Data
The above designs articulate a unique workflow that utilizes a context menu triggered when operators highlight narrative text. While observing hotline operators in the field, I noticed that many struggled to maintain an organic conversation with their callers while simultaneously capturing  structured data about the report. I designed this highlight menu to help operators quickly lookup and enter people into their system in structured participant roles while staying focused on the caller's report narrative.

Roles and Responsibilities

• UX Design Lead on agile product development team.
• Collaborated with Product Management on product definition and business goals.
• Established and led research best practices for team.
• Collaborated closely with lead technologists and art director to give shape to product look, feel, and functionality.
• Created wireframes, paper prototypes, and strategy deliverables.