When someone calls for help, every second counts. For two years at eurofunk, I designed software for emergency control centres and first responders. The context ranged from dispatchers at multi-screen workstations to crews on the move in emergency vehicles, and to people reaching emergency services in new ways. Whatever the context, the goal was always the same: reduce cognitive load, make the next step obvious and prevent errors when there is no time for them.

My main focus was a large redesign of a core part of the command and control software that dispatchers use every day. From the very first day, I worked closely with product managers, product owners, developers and consultants who are in direct contact with customers. Involving everyone early gave us a shared understanding of the problems and helped us make realistic decisions faster.

I started with interviews to understand how dispatchers work and where they struggle. To see beyond what people tell you, I observed them using the existing system in their daily work, followed by walkthroughs and more interviews. Watching real work under real pressure brought up problems and workarounds that would never have come up in a meeting room.

Based on these insights, I developed concepts and first designs. I tested early ideas quickly with hallway tests to catch usability issues before taking them further. With more developed designs, I held feedback sessions with users, including on site with police and fire brigades, and refined the designs step by step. This cycle of understanding, designing and validating shaped all of my work at eurofunk.