Ethnography at the police frontline to reveal opportunities for technology innovation
Client
Victoria Police
Timeframe
January 2023 - March 2023
Role
Principal, Lead Researcher
Engagement
Field interviews, observations, and workshops with 40+ Victoria Police members across the State
Objective
To strengthen capability in frontline policing systems by scaling operations in a manner that best aligns with policing practice and prioritises member safety.
Methodology
We engaged over 40 Victoria Police members through interviews, observations, and workshops.
Phase 1: We spoke with project team members, sponsors, and key stakeholders to understand the existing systems and future goals. This helped us identify priority participants for the study.
Phase 2: We visited police stations across Victoria to observe and interview 25 frontline officers. By engaging with a variety of specialty units, we collected diverse insights into officers' experiences with existing technology.
Phase 3: We created journey maps to convey ways of working for five key frontline police tasks. These maps highlight workflows, pain points and effective practices. Collaborative workshops with 20 senior stakeholders were conducted to discuss these findings and brainstorm actionable improvements.
“I’m comfortable with technology. However, more tools and systems raise the risk of losing perspective of my physical context. If not done well, more technology may let us miss important things happening around us.”
— Research participant
Deliverables
Our findings were compiled into several key documents:
Journey Maps: Five detailed maps illustrating operational workflows, associated systems, and identified challenges.
User Stories: A set of narratives outlining opportunities for technical enhancements, specifying goals and anticipated benefits.
Behavioural Mindsets: Documentation of four distinct mindsets reflecting how officers adapt their work methods based on incident contexts, each with specific technological needs.
Outcome
We equipped Victoria Police with tools to develop a technology environment that responds to fast and frequently changing situational contexts. Our view into the inefficiencies officers face and our insight into their impact on policing duties, informed a set of specfic strategies for resolution.
The behavioural mindsets were particularly appreciated. Described through user stories and speculative stories, Victoria Police acknowledged they set a new benchmark for the creation of adaptable technologies that provide officers with easy access to essential features, promoting a safer and more efficient working environment.
This project underscored the importance of aligning technological solutions with the real-world experiences of frontline officers, ensuring that innovations genuinely support their critical work.