Nevada Homeless Alliance (NHA) is a non-profit organization dedicated to ending homelessness in Nevada by providing resources, outreach services, and collaborative programs to support individuals facing housing instability. This project was initiated to design a user-centered mobile application that bridges critical gaps in accessing resources like shelters, meals, and healthcare. I am honored to be part of a team collaborating with NHA to develop a mobile application aimed at addressing the pressing needs of the homeless population in Las Vegas.
Role
Lead UX
Researcher
Tools
Figma
Figjam
Duration
Sept. 2024 – Spring 2025 (Launch Expected)
Team
UX Team
6 members
Developing Team
Develop for Good
Google Club
Outcome
Research
Background Context
Southern Nevada, particularly Las Vegas, has seen a sharp rise in homelessness, with the unsheltered population increasing by 20% from 2023 to 2024. Currently, over 7,900 individuals are experiencing homelessness in the region. Access to reliable, real-time information on shelter availability, meal services, and health resources remains one of the greatest challenges for those affected.
Existing solutions often fail to provide accurate or easily accessible data, leaving users overwhelmed and underserved. This mobile app aims to streamline resource discovery, ensure accurate updates, and create an empowering experience for users. The app leverages a map-based interface and community-driven updates to fill critical gaps in service delivery.
Problem Overview
Inconsistent Access to Reliable Information: Users report outdated and inaccurate details on shelter availability and other resources.
Connectivity Challenges: Many individuals lack consistent internet access, making current services inaccessible in critical moments.
Complex Navigation and Overwhelming Interfaces: Existing apps often feature cluttered designs that fail to prioritize emergency assistance or real-time updates.
Proposed Solution
Intuitive, Map-Based Navigation: A visual, easy-to-use map that highlights nearby shelters, food services, and healthcare facilities.
User-Generated Data: Allow users and community volunteers to update resource information, ensuring accuracy without requiring extensive staffing.
Advanced Filtering Options: Users can customize searches to match specific needs, ensuring quick access to services that align with their unique circumstances.
Secondary Research
We evaluated the current state of homelessness services by reviewing national and state-level data, with a focus on Nevada, particularly Las Vegas.
Survey
To ensure we captured the voices of the target audience, we conducted survey featuring 21 targeted questions with 22 participants. Respondents included 12 individuals currently experiencing homelessness, 8 those recently housed, and 2 individuals at risk of eviction.
User Interview
We conducted three interviews, including one with an expert on homelessness and two with individuals who have firsthand experience navigating housing instability. These interviews provided valuable insights into the challenges, barriers, and opportunities for improving access to critical services.
Affinity Diagram
Using survey insights and interview content, we developed an affinity diagram to uncover key user challenges, needs, and priorities, offering critical guidance for shaping the app’s design and functionality.
Competitive Analysis
We analyzed four mobile platforms designed for finding resources like shelters, food, and medical assistance. This included:
Research Findings
The primary objective is to create a trustworthy platform for homeless individuals in Las Vegas to quickly find resources and make informed decisions for immediate relief and lasting solutions.
Growing Homeless Population
Homelessness in Nevada is rising, with a 23% increase in first-time shelter use since 2019 and 53% of older adults unsheltered, emphasizing the need for accessible support systems.
Shelter Alternatives Needed
Many avoid shelters due to negative experiences but still require access to essential resources like food, hygiene, and medical care.
Limited Internet Access
Inconsistent access to internet, charging, and data requires a lightweight app with offline functionality to ensure accessibility.
Platform Frustrations
Users struggle with outdated information, technical issues, and poor usability on current platforms, highlighting the need for accurate, intuitive, and reliable solutions.
Development
Initial Key Features
Uncovered through our research, these four key features points became the center of our design decisions for user-centered solutions
1
Accurate, Up-to-Date Information
Provides reliable, real-time updates on shelter availability, hours of operation, and essential services to ensure users can make informed decisions.
2
Map-Based Navigation
Features an intuitive, map-based interface that helps users locate nearby resources quickly and efficiently.
3
Tailored Search with Filters
Includes customizable filters to personalize searches based on specific needs, such as family shelters, LGBTQ+ services, or emergency housing.
4
Lightweight and Accessible UI
Optimized for low-data use and offline functionality, ensuring consistent access even with limited internet connectivity.
Design Iteration
To better understand the systemic challenges behind user pain points, we interviewed Miguel Rodriguez, a Data Compliance Coordinator with HELP of Southern Nevada. Miguel has voluntarily compiled a dataset of local services to improve resource access. His insights highlighted significant issues with outdated and inconsistent data, driving us to prioritize realistic goals such as leveraging user feedback and enhancing accessible information while adapting to resource constraints.
Persona
Using survey and interview insights, we developed four personas: an LGBTQ+ individual couch-surfing, a family facing eviction, a teenager without ID seeking resources, and a recently homeless individual with medical needs. These personas capture diverse user experiences to guide the app’s design in addressing specific challenges and providing tailored solutions.
Sitemap
The sitemap outlines the app’s structure, prioritizing map-based filters and information architecture to ensure users can access resources as efficiently as possible. By focusing on intuitive filtering and clear information organization, the design streamlines navigation and enhances the overall user experience.
Area of Opportunities
Our analysis of existing resource-finding platforms and the current information provided by NHA highlighted opportunities for improving data presentation and updates.
Optimizing Information Architecture for Accessibility
To improve readability, we replaced the table format with dedicated information pages, using clear hierarchy and visual cues to make data easier to navigate and understand.
Building user feedback system
To reduce reliance on a single volunteer managing hundreds of services, we implemented a user feedback system. This community-driven approach ensures information remains accurate and up-to-date while optimizing management with limited resources.
Low-Fi
We created rapid prototyping and low-fidelity wireframes to visualize and refine the app’s core features.
Final Design
Home Screen
Quick Start
The Quick Start feature enables users to effortlessly locate the resources they need and are eligible for. It offers an intuitive starting point with direct access to essential services such as food, shelter, and medical relief. To enhance usability, users can apply filters to refine results and view only resources they qualify for.
Alert Page
Offline Friendly
The Offline Friendly feature lets users save important alerts, such as severe weather updates or service changes, for up to two weeks. Information can be updated when online and remains accessible in the notification section, ensuring users stay informed and prepared, even without stable internet access.
Reliefs Page
Interactive Filter
Using the user’s current location and map-based search, the Interactive Filter helps users find the nearest resources tailored to their needs. Users can also apply criteria to view services they are eligible for. This feature ensures a personalized, location-based approach, simplifying the search process and enabling fast access to the right resource centers.
Information Page
Easy to Navigate
The Easy to Navigate design provides clear and organized resource details, such as operating hours, service highlights, and contact information, in a user-friendly layout. To reduce cognitive stress for users in challenging situations, we incorporated visual cues and a clear information hierarchy, ensuring readability and minimizing confusion.
Information Page
User Feedback
The User Feedback feature allows users to suggest updates or corrections to service information directly within the app, ensuring the database remains accurate and up-to-date. By contributing, users not only improve their own experience but also help others in the community access reliable information, fostering trust, collaboration, and a sense of shared support.
My Page
Tailored to user
The Tailored to User feature allows users to personalize their app experience by saving preferences and locations. By organizing nearby or needed resources in one convenient spot and filtering by service type, users can save potential options to review and act on later. This enables users to easily and consistently check in with services to verify availability or ask questions.
Future steps
This project has been an evolving process, shaped by continuous iterations informed by user and stakeholder interviews. It underscored the importance of designing with empathy, addressing systemic challenges behind user pain points, and crafting solutions that adapt to limited resources.
As an ongoing project set to launch in spring 2025, we remain committed to refining and improving the app’s features. By prioritizing user testing and feedback, we aim to create a platform that is responsive, user-centric, and effective in supporting those navigating housing instability.
