Flare
Manchester BID - CityCo:: Local Authorities | UI/UX Design
Industry Leader: Andy Young (Hyper Island)
Team: Sat Philora, Marc Tobia, Nève Rabardel, Hoai Le, Peter Pérez-Rubio
Project Duration: 3 weeks
Challenge
“How can we design a support tool for a Manchester night out?
A night out that helps you consider how to engage with wha the city has to offer in a safe and enjoyable way, and what to do if things start to go wrong?”
Our Approach
How might we help people report using the right channel to ensure they receive the help they need and free-up 999 and 101 lines?
How might we help people report using the right channel to ensure they receive the help they need and free-up 999 and 101 lines?
Tools Used
Tools Used
︎ desk research
︎ guerilla research
︎ field observation
︎ double diamond
︎ prototyping
︎ user testing
︎ desk research
︎ guerilla research
︎ field observation
︎ double diamond
︎ prototyping
︎ user testing
︎ guerilla research
︎ field observation
︎ double diamond
︎ prototyping
︎ user testing
Problems:
We dug into people feeling safe as an issue and found out people actually feel safe around Manchester, the real problems are:
We dug into people feeling safe as an issue and found out people actually feel safe around Manchester, the real problems are:
Key Insight 1 | The police is experiencing cutbacks and the population is growing
--
In Greater Manchester, police handled a record 1.5m calls last year, of which 42,328
were passed immediately to other agencies. Almost half of all calls to 999 were classed
as non-emergencies and should have been reported via 101, GMP said.
![]()
Key Insight 1 | The police is experiencing cutbacks and the population is growing
--
In Greater Manchester, police handled a record 1.5m calls last year, of which 42,328
were passed immediately to other agencies. Almost half of all calls to 999 were classed
as non-emergencies and should have been reported via 101, GMP said.
![]()
--
In Greater Manchester, police handled a record 1.5m calls last year, of which 42,328
were passed immediately to other agencies. Almost half of all calls to 999 were classed
as non-emergencies and should have been reported via 101, GMP said.
Key Insight 2 | People are calling 999 instead of using other options for non-emergency situations.
--
“I saw a car veer across the road, destroy a fence and speed off in Levenshulme. It looked stolen. I called 101 three times but I couldn’t get through”
![]()
“I saw a car veer across the road, destroy a fence and speed off in Levenshulme. It looked stolen. I called 101 three times but I couldn’t get through”
Key Insight 3 | Reporting non-emergency issues is slow and complicated
--
“I never report online because I don’t think it’s worth it. But if they had an app to do it, I will use it for sure!”
--
“I never report online because I don’t think it’s worth it. But if they had an app to do it, I will use it for sure!”
Solution:
Flare is an application that directs individuals to the right channels for reporting issues, while supporting the emergency services by reducing the amount of phone calls to 999 and 101.
![]()
Key features:
1. Draws real emergency issues to line 999
![]()
Solution:
Flare is an application that directs individuals to the right channels for reporting issues, while supporting the emergency services by reducing the amount of phone calls to 999 and 101.
Key features:
1. Draws real emergency issues to line 999
Users will be asked if it is a “life-threatening” emergency right after they launch Flare.
With the keyword “life-threatening” to differentiate what could fall under the emergency category.
Users may choose to call or text 999, for users with disabilities.
2. Guides users on reporting an issue and feature reported issues around current location
![]()
![]()
Key functions:
- Flare is doing the decision-making process for the user that leads them to the only solution they need. No more confusion, no more hesitation, quick decision making: Flare provides a more relevant assistance to every situation.
- Flare gives a voice to the users and makes sure their issues will be addressed by providing a follow-up system.
- By leading people to the right contact point, there will be less calls to 999 related to non-emergency matters and less calls to 101 that don’t require immediate attention.
Key functions:
- Flare is doing the decision-making process for the user that leads them to the only solution they need. No more confusion, no more hesitation, quick decision making: Flare provides a more relevant assistance to every situation.
- Flare gives a voice to the users and makes sure their issues will be addressed by providing a follow-up system.
- By leading people to the right contact point, there will be less calls to 999 related to non-emergency matters and less calls to 101 that don’t require immediate attention.
Client’s feedback
“ Really like the simplicity and functionality of the app. It certainly offers a far better system than currently exists. The presentation was excellent and the concept tackles an important issue for the emergency services and local authority with demands for service. The team had clearly done their research and the demo of trying to report an incident currently, compared to what it could be, was very effective.”
- Fraser Swift, Manchester City Council