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Using apps designed for deaf and hard of hearing people to reach emergency services
Deaf people and 112 Services
Europe has adopted an unique emergency number.
Anyone can dial 112 to access emergency Services.
Even small children can call 112 and save their
mother’s life.
But…
50 million Europeans are deaf or hard of hearing
Talking to 112 Emergency services operator or to any
other person requires hearing and talking
PROS Deaf or had of hearing
people access 112
Emergency Services
Thanks to associations
and 112 numbers, users
can use templates to
provide detail
information
CONS Users need to have a fax
machine
Difficult to keep bi-
directionality
Useless when out of home
FAX
SMS
PROS Accessible from mobile
phones
Allows user to maintain
a conversation with
emergency groups
using text
CONS Texting can be confusing
May take time to explain
the situation
May take time to explain
where you are
Apps
PROS Accurate location
Allows user to maintain
a conversation with
emergency groups
using text
Display Videos
CONS Smartphone needed
Apps are new and
unknown for many people
Maintenance of apps
platforms can be
expensive for 112 Centers
Improved user location’s accuracy
Improve accessibility of deaf and hard of hearing people to 112 emergency services
New channel to send emergency messages form 112 Centers to Citizens
Apps
Applications allows hard of hearing people to communicate with 112 emergency services without the need of using voice.
Based in pictograms
Allows users to send pictures and videos
Allows to send additional information
Medical emergencies Poisoning
Unable to breathe
Burn
Chest pain
Delivery
Choking
Wound
Seizures
FirefightersFire
Gas leakage
Flood
Car accident
PoliceDomestic violence
Violation
Fight
missing person
Stole
Suicide
Allows the association of videos designed to help understand the meaning of that pictogram.
Accident Heart Attact gas leakage
Fire Flood Kidnapping
Applications can use the smartphone’s GPS to inform of user’s location
This information can be very useful for emergency groups to find the user in a fast and accurate way.
Only users who belong to a hard of hearing or deaf association can use this app
To help 112 services to provide a better services
Personal information
Medical Information
Emergency contacts
Catalonia 112 Emergencies Number
Thanks to the this APP, CAT112 has achieved several improvements
in the process of care and management of emergency calls in
Catalonia:
• Precise location of users that improves efficacy and quality
service.
• Better user interface, which reduces time and effort to
communicate with users.
• Ability to send images to the PSAP which helps calltakers to
understand de magnitude of the incident.
• Challenges found
• Usability and efficiency don’t go together (often)
• Not everyone can (want) use apps
• Lessons Learnt
• Developing Apps is easy, maintaining them is
expensive
• This idea can be applied to other kind of users
Pablo Gutiérrez AstillerosEmergency Services Product [email protected]
https://es.linkedin.com/in/pablogutierrezastilleros
pabloguti3rr3z
