UI/UX

While at Citizen, I shared my insights on how to improve Citizen’s UI and UX to address practical and ethical concerns about Citizen’s inability to fully assist users involved in emergencies. For context, Moderators were employees in charge of monitoring user-submitted live videos, and Agents were in charge of assisting subscribed users by establishing contact and connecting them with emergency services when needed.

You can view the presentation here.

The idea emerged out of recognizing a) the need for better collaboration between Moderators and Agents, and b) the responsibility Citizen had to not withhold a potentially life-saving service to someone involved in an emergency.

In the time following my presentation, Citizen unified the Moderator and Agent roles and created a policy for allowing non-subscribers to have temporary access to otherwise paywalled services in emergency cases.