PINHELP
Role
UX/UI Designer (Sole Designer)
Services
App Design
Branding
Industry
Technology
Date
4 Weeks
Tools
Figma
FigJam
Adobe Photoshop
Project Overview
Designing Immediate Access to Critical City Services for Vulnerable Individuals
Summary
PinHELP is an accessible, city-wide touchscreen network designed to act as a digital lifeline for individuals in crisis or vulnerable situations. The system enables users to quickly locate and navigate to essential services such as shelters, food resources, and medical support through a simple and intuitive interface. The project focuses on designing for accessibility, clarity, and emotional sensitivity—ensuring that users with limited digital literacy or under high stress can receive immediate assistance without confusion or delay.
The Problem
Individuals experiencing homelessness or personal crises often face urgent needs but lack reliable access to clear, centralized information about nearby support services. In many cases, existing systems are too complex, fragmented, or inaccessible to be useful in high-stress situations.
Users struggle with:
• Locating essential services quickly
• Navigating unfamiliar environments
• Understanding complex digital interfaces
• Accessing help discreetly and safely
These challenges can prevent individuals from receiving timely support when it matters most.
Goals & Success Criteria
PinHELP was designed to prioritize speed, clarity, and accessibility above all else. The goal was to create an interface that feels supportive rather than overwhelming, even in moments of distress.
The primary goals were to:
• Provide immediate access to essential services
• Minimize cognitive and emotional load
• Support users with limited digital literacy
• Enable fast navigation to nearby resources
• Create a calm, trustworthy interaction experience
Success was measured by users’ ability to locate and navigate to services quickly without confusion or reliance on prior technical knowledge.
Research & Insights
To better understand the needs of vulnerable individuals, I conducted qualitative research through interviews and surveys focused on accessibility challenges, emotional states, and real-world constraints faced during crises.
Key Insights
• Users under stress require extremely simple interfaces
• Complex navigation increases anxiety and abandonment
• Clear visual hierarchy improves confidence and trust
• Accessibility is critical for both physical and cognitive limitations
These insights informed every design decision, from interaction patterns to visual hierarchy.
User Personas
Based on research findings, I created two primary personas representing distinct but overlapping vulnerability contexts. These personas ensured the system addressed a wide range of accessibility, emotional, and physical needs.
They served as constant reference points to ensure design decisions remained grounded in real user challenges rather than assumptions.
Sara
Sara is a tech-aware but vulnerable 17-year-old who needs immediate and discreet access to safe shelter and navigation assistance. She is fleeing an unsafe home environment and requires a system that allows her to find and reach support services quickly without drawing attention or relying on complex interactions.
John
John is a 62-year-old individual experiencing homelessness with physical limitations and limited digital literacy. He needs a simple and highly readable interface to locate food, medication, and shelter services without confusion, frustration, or reliance on external assistance.
User Flow
To ensure a predictable and stress-free experience, I mapped the core user flow focused on discovering and navigating to essential services with minimal steps.
The primary flow focused on:
• Selecting a service category
• Viewing nearby resources
• Navigating to the chosen location
Wireframes
Low-fidelity wireframes were created to explore layout, interaction simplicity, and accessibility before introducing visual design. This step allowed rapid testing of hierarchy and touch-friendly interactions.
The wireframes focused on:
• Large, readable elements
• Minimal decision points
• Clear navigation actions
• Error-free interaction paths
Visual Design & UI System
After validating structure and flow, I developed a visual system designed to feel calm, supportive, and trustworthy. The UI emphasizes legibility, contrast, and consistency to support users in high-stress situations.
The design system includes:
• High-contrast typography
• Accessible color palette
• Large touch targets
• Clear iconography for quick recognition
Final Design Solution
The final high-fidelity design delivers a clear, distraction-free interface optimized for emergency and support use cases. The system enables users to move from need to action with minimal friction.
Key Features
• Category-based access to essential services
• Location-aware navigation support
• Simple, readable layouts optimized for touchscreens
• Calm visual language to reduce anxiety
Usability Testing & Iteration
Usability testing was conducted using interactive prototypes to assess clarity, accessibility, and emotional comfort. Feedback revealed areas where simplification and stronger visual cues were required.
Based on testing feedback:
• Navigation labels were clarified
• Visual hierarchy was refined
• Interaction steps were reduced
These iterations improved confidence, speed, and usability across diverse user conditions.
Outcomes & Learnings
Outcomes
• Improved accessibility for users with limited digital literacy
• Reduced cognitive load during high-stress interactions
• Clearer access to critical city services
Learnings
• Accessibility must be designed intentionally, not retrofitted
• Emotional context directly impacts usability
• Simplicity is essential when designing for crisis scenarios
Next Steps
If the project were to continue, future improvements would include:
• Expanded service categories
• Multilingual support
• Integration with real-time service availability
