911 dispatchers are tasked with recording public phone calls, assessing emergency levels, and coordinating responders. A crucial element in this process is the public safety map view, displaying emergency locations and responder positions. To enhance dispatcher efficiency, the map design solution incorporates clear emergency-location markers that double as buttons, providing call functionality and displaying additional information upon selection.

911 dispatcher map application interface

Furthermore, the design introduces call history through collapsible cards overlaid on the map, facilitating caller monitoring and quick access.

psap map call control user interface designed by Leo Melamud

Given the high-pressure nature of 911 call dispatching, a thorough understanding of dispatcher workflows, challenges, and design opportunities was gained through observation and user interviews. Creating personas and user journeys, additional research of public safety requirements and cartography illuminated further design opportunities.

user persona for map aplication

To refine the user experience, initial sketches and wireframes explored the functionality of call location buttons, contributing to the overall redesign aimed at optimizing the critical tasks performed by 911 dispatchers.

Design Lead: Leo Melamud