Emerging & Innovation

When seeing means saving lives

How we helped AMK Vestre Viken bring video into emergency calls

Strategy & Advisory,

NoA Ignite — The digital consultancy that delivers

Challenge
Norway’s 113 emergency line relied on voice alone. Operators had no way to see the scene—slowing decisions and stretching critical resources.
Solution
We designed a video call tool for medical emergencies, built with and for the teams at AMK Vestre Viken. Easy to use, tested in real scenarios, and ready when it’s needed.
Impact
Decisions are sharper. Response is faster. And Norway’s emergency services are better equipped to act when every second counts.
Award
- DOGA Award
  Design and Architecture 2023

A tool built with, and for, the front line

Together with Vestre Viken, we designed a video call feature made for real emergencies—one that supports operators without slowing them down.

We started close to the front line. Through workshops, simulations, and daily observation, we mapped exactly where video adds value. From there, we looked at every angle: the operator experience, the caller’s reality, the technical setup, and the demands of privacy and security.

The result is a tool that fits into existing workflows and launches in seconds. One secure SMS link connects the caller’s camera to the operator’s screen—no logins, no downloads, no friction.

Developed in a safe sandbox environment, the service was tested and refined with real input from the people who would use it. Every iteration made it faster, clearer, and easier to trust when it matters most.

Design that saves lives

The video call tool is now live at AMK Vestre Viken and already strengthening emergency response. Operators act faster and with greater certainty, guided by what they see instead of relying on descriptions alone.

A short video call can ease pressure on callers, help avoid unnecessary dispatches, and free up critical resources. This creates more readiness for the next emergency and improves outcomes for those who truly need urgent care.

The service fits into daily operations and is only used when it adds real value. It supports the flow without adding friction and gives teams another layer of insight when decisions need to be made quickly.

Now part of a national pilot, the solution will reach more than half of Norway’s population. In 2023, it received the DOGA Award for Design and Architecture. A clear sign that good design can strengthen public services and help save lives.

By now being able to use our sense of sight in addition to hearing, it will be easier to understand the severity of each individual case of illness, and it will be easier to check that the first aid being performed is correct.

— Lise Mette Lindland

department manager at AMK Vestre Viken