Saving lives with 112.be

User Experience

The client

112 is your life-saving number in whole Europe, it is free of charge and the operators are well trained to give assistance in every situation of distress and dispatch the needed help to your location.
Each country in EU is responsible for informing their citizens about this emergency number.
The federal Public Service for Internal Affairs contacted us to help them revision the Belgian 112 website.

The goal

Our goal was to design a brand-new and mobile-friendly website that is aligned with both the business and user needs. This means a website that answers any question a visitor may have as quickly and clearly as possible. Another important goal was to promote the 112 mobile app because it brings many benefits both to users and to the emergency services.

What we did

Workshop to align business and user needs

Analysis of Google Analytics

Top task analysis and heatmaps with Hotjar

Information architecture

Design & wireframes

Our approach

In the first step we did a full review of the website, adding post it notes to each block of content explaining the purpose and getting a clear overview of how the current site is structured and which information is provided to their users.

Armed with this knowledge we set up a first workshop with the business to co-create on the key messages of the new website and to align the goals of the emergency services and the users.

In the next step, we dived in the analytics and the Hotjar survey that we set up at the start of the project.

We asked the visitors a couple of questions:

Why are you visiting the website
What is your profile? (person in need/medical service team member/teacher….)
Did you find what you are looking for?

Both the analytics and Hotjar confirmed our insights from the workshops that the two main things users were looking for were:

Who to call and how to call them
How to get the mobile app

But we also noticed the website attracted many other visitors: teachers looking for materials to teach kids, deaf and hearing impaired looking for ways to contact 112, members of the emergency centers looking for promotion materials…

A key take-away from this case was that while the mobile app was one of the most sought after features however it was barely downloaded. This was mainly due to the call to actions to being buried beneath informative videos about the app.

In the next step, we dived in the analytics and the Hotjar survey that we set up at the start of the project.

We asked the visitors a couple of questions:

Why are you visiting the website
What is your profile? (person in need/medical service team member/teacher….)
Did you find what you are looking for?

Both the analytics and Hotjar confirmed our insights from the workshops that the two main things users were looking for were:

Who to call and how to call them
How to get the mobile app

In the next steps we took our learnings from the workshop and analytics and provided a first draft wireframe to validate if we covered all the necessary needs.

After validation of the wireframes we converted them in final visual designs ready for development. Both on desktop but also on mobile.

In the next steps we took our learnings from the workshop and analytics and provided a first draft wireframe to validate if we covered all the necessary needs.

After validation of the wireframes we converted them in final visual designs ready for development. Both on desktop but also on mobile.