Case study · UX research & mobile app

Stop Hate UK

Redesigning a hate crime reporting app so victims and witnesses can report safely, quickly and anonymously.

UX research Product design High-fidelity prototype Developer handoff

Client: Stop Hate UK
Role: Lead product designer
Timescale: 2 months
Team: Me, 4 developers, product manager
Platforms: iOS & Android
Tools: Figma

Redesigned Stop Hate UK app capture screen on a phone, with picture, video and audio options and an emergency call reminder

01 — Overview

Reporting should never feel like a barrier

Stop Hate UK’s app lets victims and witnesses report hate crime. The old version had long forms, confusing navigation, weak accessibility and unclear feedback.

I led the user-centred redesign — balancing confidentiality, ease of use and inclusivity — working closely with stakeholders and developers.

02 — The challenge

People report hate crime under stress. The old app made a hard moment harder.

01Text-heavy screens that overwhelmed users

02Long, mandatory forms that led people to give up

03Unreliable location capture

04Too little accessibility support — text size, input help

Constraints WCAG 2.1 AA iOS and Android Advocacy reporting requirements Keep familiar “Capture” and “Report” navigation

03 — Research

Testing with the people who need it most

Usability tests of the existing app with teenagers, LGBTQ+ advocates, older users and people with disabilities.

Previous Stop Hate UK app: home capture screen, location warning, long report form, menu and contacts list — **Previous app** · Text-heavy screens and a long, dense form

Remote usability test sessions: participants filling in the old app's report form while on a video call — **Usability tests** · Remote sessions on the old report form

Personas

ZainabA student facing racial bullying, afraid of retaliation if she reports.

RuthAn older woman with low confidence using technology.

04 — Process

Clarity, accessibility, reassurance

An anonymous, accessible flow that lowers barriers and gives advocacy services better-quality reports.

01Test and understandUsability tests on the old app, turned into personas

02Map the journeysCurrent and ideal flows for victims, witnesses and authorities

03Wireframe and prototypeAlternative layouts sketched, then high-fidelity prototypes in Figma

04Test againUsability sessions, A/B tests and user comments fed each iteration

05Build with the teamPrioritisation workshops, and dynamic vs static screens agreed with developers

User journey map across home, location, report and submission: behaviour, mental model, pain points, positives and emotions — **User journey map** · Pain points and emotions at every step

User flow diagram from loading screen to capture, report form and submission, with panic button and menu branches — **User flow** · The happy path from capture to a sent report

05 — Key design decisions

Fewer steps, more reassurance

Panic buttonOne tap to emergency help

Quick capturePhoto, video and audio with GPS tagging

Shorter formsPlus “I don’t know” for unclear fields

Progress and error cuesAlways know where you are

Less textConcise guidance and visual cues

Easier inputsClearer date pickers and address fields

Readable by allLarger text and stronger contrast

AnonymityAnonymous options and clear confirmation screens

06 — The new app

Tested, refined, shipped

New app screens: loading screen, capture screen with picture, video and audio, and location screen with dropdown — **New capture and location flow**Big, clear actions and the emergency call always in view

Redesigned report form split into Incident details and About you sections, ending with file attach and Send — **Redesigned report form**Clear sections, simple toggles and one Send button

A/B test of the capture screen: the old app beside two new colour variants, red and teal — **A/B testing of the UI**Three versions of the capture screen — testers chose the middle design as the clearest under stress

Feedback from testers choosing the middle design as clean, clear and easy to use under stress — **A/B testing of the UI**Three versions of the capture screen — testers chose the middle design as the clearest under stress

07 — Outcome 80% of users now complete a report in under 3 minutes — down from around 8.

More accessibleWCAG-compliant flows that older and less tech-confident users found easier

Safer-feelingAnonymity, progress and confirmation screens reassured users

Stakeholder buy-inA design that balances advocacy needs with users’ realities

Live on both storesAvailable on the App Store and Google Play, with post-launch refinements ongoing

What’s next Multilingual support Real-time case tracking BSL video reporting Audio guidance

Next project Hoteligo

YouSpark Digital · Leeds, United Kingdom zu@youspark.digital