Designing Mobile Applications to Facilitate Citizen Information Sharing with the Police: Proposing Design Recommendations to Streamline Communication and Emergency Response Measures

Abstract

Technological advancements and the widespread use of mobile devices have trans formed how citizens interact during emergencies. Mobile applications now play a crucial role in public safety, offering functionalities like embedded cameras and GPS to enhance communication between citizens and law enforcement. However, many existing mobile solutions focus on large-scale crises rather than everyday emergencies, which also require effective communication tools. This thesis is conducted in collaboration with the Swedish Police Authority, and through a user-centred design process, examines current emergency call processes and how they can be improved to enable timely and efficient police response measures. The research began with a literature review of existing studies, followed by qualitative interviews with UX designers, police officers, and emergency operators to identify challenges and user needs in gathering information from citizens. Based on these findings, a requirements list was developed, which served as the foundation for creating a semi-functional app prototype. Key features of the prototype include real time media sharing, automatic GPS positioning, crowdsourcing, and the reporting of tip-offs. The prototype was evaluated with civilians through usability testing and interviews to 1) assess its usability and overall effectiveness in facilitating emergency communication and 2) discuss it from an ethical standpoint. Overall, participants found the prototype easy to use and saw its potential in practical application. However, concerns regarding user privacy and potential misuse were raised. The study resulted in 11 design recommendations aimed at creating user-friendly mobile applications for emergency communication. These design recommendations are exemplified through the prototype to better demonstrate their use.