Project Overview

Snap Send Solve is the free app used by over 50,000 people around Australia to report issues directly to the appropriate council or service provider. Snap Send Solve is as simple to use as its name. Users take a photo of the problem, send a report with details of the location and the problem is solved by the appropriate authority for that area.

The success of Snap Send Solve is due to its simplicity and the benefits to both the general public and local service providers.

Organisation

Outware Mobile

Team

Outware Mobile

Project Brief

The goal of the Snap Send Solve project is to create a quick and easy way for people all around Australia to report issues to the appropriate authority. The app needs to be easy to use, fast, and provide accurate incident types based on a given location. Reports must provide councils and other authorities with timely, accurate and relevant incident details that will in turn reduce the cost of customer service and call centre staffing requirements.

The app interface also needs to appeal to a wide audience so that people from all age groups and backgrounds feel that it is a relevant and useful too for them to use.

Project Need

Snap Send Solve is about solving problems. We understand that when people see a problem, such as fallen trees, broken playground equipment, water leaks or potholes on the street, they might not know who is responsible for getting it fixed. Nor do people want to be put on hold when they call up the local council trying to report a problem, waiting to be transferred to the right department.

By categorising incident types and assigning them to the appropriate service provider based on the user’s location, Snap Send Solve makes reporting issues a quick and simple thing to do. It also gives many users the satisfaction of contributing to getting things fixed in their local communities. Councils and other service providers such as water authorities, also appreciate the reduction in customer service costs due to the efficiency and accuracy of the reports sent from the app.

Most importantly, Snap Send Solve creates a sense of community by making everybody responsible for solving problems in their local areas. The app is available on both the App Store and Google Play, and is used by over 50,000 people around Australia.

User Experience

The design of the Snap Send Solve app is focussed on hiding complex processes from the end user, to create a simple and easy-to-use interface. The app needs to find a user’s location and from there, determine the relevant incidents for that location and assign it to the appropriate authority, without any interruption or delay to the user experience. All while appealing to a wide audience.

The latest design of the Snap Send Solve app references the warmth and familiarity of the existing branding, while also moving to a more modern and streamlined look and feel, consistent with the latest apps on the market. The visual language of the envelope motif and the paper backgrounds are a salute to the old-fashioned values of community and getting involved, while bringing it to the present using modern technology.

Project Marketing

Snap Send Solve was originally marketed through word of mouth. Users loved the app and gave it 5 star reviews on the app store and promoted it to their networks.
Every report that Snap Send Solve generates encourages the recipient council to go to the Snap Send Solve website and learn about the app.
As the number of reports generated grew, councils began to take notice of the app. Many identified its convenience and directly began to promote it as an official channel to report issues.
Around 50 councils now actively promote Snap Send Solve.

Snap Send Solve is a newsworthy app, and it wasn’t long before the media became interested in it. Almost every mainstream and local newspaper around Australia has written a story about Snap Send Solve. Some of these have been full-page spreads.
There have been a number of extensive reports on the app on prime-time television news on mainstream channels.

All of these caused Snap Send Solve to go viral, with over 50,000 active users.