I redesigned the NHS COVID-19 volunteering app

Helping people help more people.

Photo by Nina Strehl on Unsplash

A couple of weeks ago, I was one of the three quarters of a million people in the UK who signed up for the NHS volunteer programme as a ‘check-in and chat’ volunteer during the COVID-19 crisis. I’d be calling lonely and isolated people to provide a bit of company and support. I submitted my application and ID, was approved, and downloaded the GOODSAM Responder app which would allow me to see requests for help. (FYI: at the time of writing they’re closed to new applications while they try to process the existing ones.)

I know I might come across a bit flippant, and I don’t mean to make light of or criticise the existing app. I think it’s incredible what they’ve achieved in a few short weeks. I just wish this app were its absolute best, so users from all backgrounds could use it without barriers.

I think it’s great that they’ve managed to pull together this product in such a short time, and that the response has been so huge. However, I did notice some problems. It took a while to be approved; I understand they’re overwhelmed. An NHS guide to recruiting volunteers says “Volunteers can be put off by recruitment processes that are disproportionately long or complex for the type of role they are applying for so it is important to strike a balance and minimise barriers and delays”.

I’m not going to talk too much about the signup process because that clearly hasn’t put off 750,000 people. I wanted to talk you through what could be improved about the GOODSAM Responder app, which is what you have to download once you’re approved as a volunteer.

The Google Play store. A ‘warm welcome’ has been added for COVID-19 volunteers but the blurb still says it ‘revolutionises the ability to activate first-aiders in emergencies’. You can also see the average review rating is only 2.3/5 stars.

My frustrations and my recommendations for this app

The app isn’t quite fit for purpose

First off, this app is repurposed, and I admire the resourcefulness. It was originally built for users to respond to heart attacks and medical emergencies. Users can register where defibrillators are located on a map. If someone is having a heart attack nearby, the user gets an alert and can go and…