UX Principles I Found Paralleled While Volunteering in Western North Carolina After Hurricane Helene

Volunteerism was evident throughout the community, as residents took on new responsibilities; Volunteer Justin Moon shovels mud from the public library on Friday, October 4, 2024 in Hot Springs, N.C after flood waters from Hurricane Helen filled the building one week ago. [ Robert Willett rwillett@newsobserver.com ]

When we think about UX (User Experience) design, it's easy to focus on digital interfaces, user flows, and technical architecture. However, my time volunteering in Western North Carolina (WNC) after Hurricane Helene reminded me that many of the core principles of UX aren't confined to screens and apps—they also manifest naturally, or should be deployed in real-world interactions, especially when organizing volunteer efforts and implementing disaster relief.

UX principles are unique in that they assume all potential users are equally capable of using a product. When universal needs are considered and designed for, the result is an increase in satisfaction and a reduction of barriers to adoption and use. Establishing UX as a tool that anyone—or anything—can use is not just about efficiency; it's a commitment to effectiveness, even within an infinite set of variables. UX principals are uniquely and intrinsically honest and inclusive.

So, let me start by saying that disaster relief work, particularly in a town you call home, carries a heavy emotional load. At first, it might seem like a stretch to compare organizing disaster relief efforts to designing seamless user experiences but let me explain. On the surface, both likely involve working with people who have vastly different experience levels, where awareness of each other's skills is low. When the moment comes, how do you quickly identify and utilize the skills of those around you? There’s also the human tendency to cling to control—especially when it feels like all control has been lost, or unforeseen demands arise, as they do in the aftermath of a hurricane.

As in most situations in business, dealing with stakeholders who have their own ideas of success can be a challenge. In a disaster relief environment, community members, local leaders, and volunteers often have divergent views of what needs to happen, creating similar challenges. Getting everyone on the same page can feel impossible when the environment is chaotic and the future uncertain. Still, like the design process, disaster relief relies heavily on collaboration. Both systems draw on existing systems, known solutions, and collective assumptions. The unique challenge faced during disaster relief is often that access to standard tools and resources is severely limited, or completely cut off.

This is not a critique of the relief efforts I witnessed in WNC—quite the opposite. I was privileged to be a part of it, and I was inspired by how the community managed to make progress, and without explicit knowledge of UX principles, they instinctively mirrored them in subtle ways. The people of Hot Springs, NC, were open to learning, adapting, and compromising, all while grieving and taking care of each other.

With these powerful experiences in mind, here are the UX principles that I saw paralleled in a disaster relief environment:

1. Accurately Set Expectations

Setting clear expectations is crucial in both UX and disaster relief. People need to know what to expect so they can plan their participation. For instance, social media updates played a huge role in WNC in communicating vital information like when and where people could sign up for shifts or receive assistance. However, it wasn’t just about announcing when help was available; it was equally important to let the community know when stations were closed, or shifts had ended. In UX, clear communication is just as vital to managing users’ experiences and keeping them engaged.

2. Signage Matters—Wayfinding Is A Must

Just as an app relies on intuitive menus and buttons to direct users to enhance navigation in a digital experience. In WNC, clear, visible signage was essential in helping volunteers and community members navigate donation centers, kitchens, and supply distribution points. Keep in mind, the signs I am referencing were typically just old cardboard and handwritten words. It was amazing that wayfinding was one of the first solutions implemented, a signal of how powerful visual cues and unspoken communication can be.

3. Nomenclature Must Match Your Audience

Language shapes understanding, and a designer must ensure the system’s terminology resonates with users. In Hot Springs, using local terminology, geography, and cultural references helped keep communication flowing smoothly. For example, referring to local landmarks when setting up distribution points made it easier for everyone to understand where to go. Using familiar language fostered comfort and trust in an already overwhelming situation. The same is true in UX—if we ask users to decode unfamiliar terms, especially in high-stress situations, we’re only adding to their cognitive load.

4. Consistency Is Key (When Possible)

People want to feel useful, especially in times of crisis. Consistency in tasks helped make that possible. At the relief sites, when tasks were organized in a way that allowed volunteers to jump in and learn quickly, it kept things moving. Whether it was sorting donations or serving meals, if tasks followed a similar process from one area to another, new volunteers could quickly observe and participate. In UX, consistency in elements like buttons, menus, and processes allows users to navigate without friction. When volunteers can predict what’s expected of them, they can contribute more effectively, much like how users trust a system when it behaves consistently.

5. Redundancy Is Okay—Flexibility Is Key

In UX, we often design multiple paths to accomplish the same goal, and in disaster relief, flexibility is just as crucial. For example, in WNC, an outdoor kitchen was set up to feed the community, but as the situation evolved, the community adapted it into a meal delivery service. Was that a deviation from the plan? Perhaps, but it was also an innovation that met the needs of the moment. This adaptability reminds me of how users sometimes find unexpected ways to use digital products. The goal in both cases is to serve people, and rigid processes can sometimes get in the way. Flexibility allows for a more human experience.

6. Provide Breadcrumbs and Show Progress

Just like UX designers use progress indicators to show users where they are in a process, disaster relief efforts benefited from clearly showing volunteers where they were in their shifts. When people know how long a task will take or what’s expected of them, they can plan accordingly and are more likely to commit. In WNC, many people were willing to help, but factors like childcare, illness, or other commitments had to be considered. Knowing when a shift started and ended, or when fresh volunteers would arrive, made all the difference in preventing burnout and keeping momentum.

7. Show Gratitude—It Matters

Recognizing volunteers’ contributions can go a long way in boosting morale and encouraging continued participation. In Hot Springs, this looked like allowing people to use their specialized skills—whether it was carpentry or cooking—or simply showing appreciation with a smile or a heartfelt thank you. In UX, positive reinforcement, like confirmation messages or thank-you pages, strengthens user engagement and makes them feel valued.

8. Iteration Is Essential

In UX, iterative design embraces change and feedback to meet users' evolving needs. In disaster relief, iteration was just as important. For example, when donations in WNC started piling up, there was a need to quickly adjust how goods were stored and distributed. At one point, we had more clothing donations than we could physically manage, and dry storage was limited. This required us to rethink our processes and adapt. Flexibility in both UX and disaster relief allows us to address evolving needs without unnecessary friction.

9. Consider the Entire Journey—Front and Back End

In both UX and disaster relief, we have to think holistically. In Hot Springs, the relief efforts had to consider not just the immediate needs of the community but also the volunteers who were coming in from out of town. For example, even once power was restored, many volunteers had nowhere to cook meals or access food. The outdoor kitchen continued to serve both the town and the volunteers. In UX, the user journey can’t just be about the front-end experience; we need to consider the entire system to ensure everything works harmoniously.

10. Ensure Reliable Support

In UX, users need to know where to go for help. In disaster relief, the same is true. One example from WNC was a simple yet effective solution: a cardboard sign with a phone number written in Sharpie nailed to a fence. This became the go-to resource for anyone needing guidance. It might not have been sophisticated, but it got the job done. Reliable support, whether in UX or real life, is about giving people a clear path to the help they need.

11. Document What Works—And What Doesn’t

After any event, reflection is crucial. In UX, post-launch analysis helps refine user flows, and in disaster relief, documenting what worked and what didn’t helps ensure we’re better prepared for the next time. In WNC, after-action reports will help identify what needs to change for future efforts. This feedback loop is critical in both fields to prevent repeating mistakes and to continually improve processes.

In both UX and disaster relief, clarity, consistency, and adaptability are key. But beyond that, the real takeaway from my time in Western North Carolina is how much warmth, connection, and human resilience matter. While UX can teach us about structure, I think we could learn a lot from the people of WNC about bringing a little more heart into our designs.

Downtown Hot Springs, NC before Hurricane Helene, October 2024