Case study
The platform has been designed and implemented to receive and publish open feedback and also to address sensitive feedback moderated in a secure way by dedicated Case Managers. Together with the Sonder Design team, ZGF host organisation, and local communities across the globe we have designed and developed from scratch a platform, that is well-secured and independent.
It is officially launched and hosted in Zambia, Philippines, Indonesia, Somalia, Poland, and Ukraine and is also open to anyone around the world. It is available in 12 languages including RTL - Arabic. The application has machine translation integrated to improve the moderation process and make every story available in all supported languages.
Loop platform at the moment offers 6 channels to submit your story: web, SMS, Facebook Messenger, WhatsApp, Telegram and the new IVRR voice channel. New channels and languages coming soon.
Technologies used:
Result:
SCOPE OF WORK
A safe mechanism for recipients of aid to feedback on humanitarian and development assistance
The assumption of the platform is to reduce the digital divide through technology and open up to technologically cut-off, marginal communities. The platform gives the opportunity to share feedback and ask for help in a native, convenient way for these people, both verbally and in writing through various channels that are safe for them.
Services we did for them:
Tech support at every design stage of the entire project every new milestone.
Designed and developed from scratch:
- Angular frontend application with a mobile-first approach
- NestJS backend application fulfilled with serverless AWS lambda functions
- The entire platform is set on AWS cloud infrastructure
- Direct SMS integration with country telecommunication providers in Zambia and the Philippines + global SMS integration using Twilio
- Facebook, WhatsApp and Telegram smart bot integration
- Direct IVRR integration with Somalian and Zambian MNO (Mobile Network Operators)
- Integrations with external services: Airtable, Google Cloud
- Multilingual support: Lokalise
- Continuous maintenance in the context of platform security, durability, reliability and usability
Where it works:
Project development
2020
MVP - we built a fully working product in 3 months, an application to use within the web, using the IBM Carbon design system to confirm the hypothesis that the market needs such a product. Due to the fact that we had a limited dev and design budget, we used a ready-made IBM Carbon design system. The platform enabled sharing and searching through feedback in the basic version. The first country where we released the application was Zambia, in cooperation with ZGF, the first partner organisation.
2021
Design and development of our own original design system - Equity
Direct SMS integration with MTN, Zamtel and Airtel in Zambia, plus integration with SMS Globe in the Philippines
Implemented sensitive feedback Loop channel
Integrated a multi-lang supported by machine translation based on AWS MT and Google Cloud MT. From now on the platform is able to support many languages including Arabic RTL
Developed a statistics board with qualitative and quantitative data analysis for incoming feedback
Integration of a smart chatbot for Facebook Messenger and WhatsApp as the next new channels of communication.
2022
Design and development of a brand new IVRR channel addressed
to Somalia according to the needs of local people
Re-worked flow for WhatsApp and Facebook Messenger smart bots
Infrastructure security audit, which we passed without
a single high-risk vulnerability
Number of improvements based on our experience which
we have learned using the platform across continents and countries
2023
Responding to the needs and habits of the Ukrainian population, we introduced Telegram smart bot integration
General platform improvements, cost optimization, and security audits in terms of vulnerability.
Changing infrastructure from classic server to serverless architecture for scalability
For users and organizations, we are working on the so-called UX/UI usability improvements, including improvements with story location, moderation flow and organization management.
Possibility of exporting feedback data to a CSV file
Challenges to overcome
What our client says
Alex Ross
Ciarán Duffy
Our specialists in the project:
Back-End Developer
Krzysztof Kura
Front-End Developer
Wojciech Jakubek
Front-End Developer
Hubert Wróblewski
Quality Assurance
Wojciech Błądek
Project in numbers
4200
stories on the platform!
180
sensitive stories concerning threats to life
9
different technologies used
6
people engaged in the project
3
years of cooperation
more than 400 organizations on the platform
Find out more
Check out our projects
From SMS chatbots to data visualisations, from data security to system architecture, we do it all, and we make it fun! More than getting the project done.
We care.
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