WTTIN: Designing and deploying a mobile app for a non-profit

Problem

Printed guides are inaccessible.

While Where to Turn in Nashville reached 100,000+ people through print booklets and a desktop portal, users needed a fast way to find local aid instantly.

Goal

How might we turn a massive resource database into a fast, mobile lifeline for emergency aid?

Research

Speaking to Real Users: First, I analyzed existing gaps to map out the necessary features for the mobile solution.

I conducted discovery interviews with 4 vendors from The Contributor, who are part of the high-need population and represent WTTIN's primary user base.

Stakeholder Discovery: Interviewed three primary stakeholders to establish the precise categorization and flow for the 2025 handbook.

This allowed me to build a rigorous, logic-driven User Flow Chart to ensure that multi-tier navigation pathways systematically resolve into clear, actionable physical help locations.

Design

Easy Access - Search by Map

"There's no clear way to see what resources are near me." — WTTIN User

Designed around the Google Maps API to deliver a live map, helping users quickly locate community resources near them.

Simple Interactions that accelerate discovery and minimize friction.

The app was released as an internal beta with the WTTIN team.

Challenges

Understanding Our Users: Offline Devices

Usability testing exposed a critical blind spot: much of our target audience lacks reliable internet access.

I introduced an Offline Mode that preserves critical directory info while clearly flagging internet-dependent features.

Takeaways

User Research

Discovery interviews and usability testing highlighted key details and assumptions I had been making about my users.

Collaboration

Collaborating closely with product and engineering leads taught me to design within real constraints early, avoiding late redesigns and keeping our team aligned.

Where to Turn in Nashville Team 25-26