Elderly Home-Care Service App
Increase workflow efficiency and facilitate collaboration for clinical staff and front-line care workers.
Project Overview
Evangelical Lutheran Church Hong Kong (ELCHK) was faced with increasing demand for their home-care service due to the aging situation in Hong Kong. They needed to revamp service flow and offerings to increase workflow efficiency and service quality.
Our team designed new service flow and shipped three products to support client's new home-care services.
I was responsible for the user research, design system development and UX/UI design for one of the three products, which increase internal workflow efficiency and facilitate collaboration among employees.
Duration
Feb - Dec 2018
Client
MY ROLE
User Research
UX Design
Prototyping
Usability Testing
Interface Design
Team
Henry F. (Project Director)
Luke L. (PM)
Neil C. (UX/UI Designer)
Sion C. (UX/UI Designer)
Engineer Team
background
The Evangelical Lutheran Church of Hong Kong (ELCHK) provides various Home Care Service to service users (seniors), including social service, nursing, physiological therapy and occupational therapy.
Senior Home Care Service
Challenges & GOals
As the population of the elderly in Hong Kong predicted to be increased to 31% of the population in 2036. Our client needed to improve their workflow efficiency to meet the increasing demand and continuous manpower shortage, and create innovative services to better monitor seniors' health condition and re-engineer seniors' lifestyle while idling at home.
Challenges under the aging situation in hong kong
project scope
There are three groups of users with different needs:
Clientele (Employees)
Service User (The elderly)
Caregiver (Family members)
Our teams designed and developed three applications for these three groups of users.
Senior Home Care Service
My contribution
I was the UX/UI designer in a team with two other designers. While working together closely throughout the research and overall design process, each of us was responsible for one application.
In the project, I was mainly working on the UX research, analysis and design for the clientele's Android application. I also developed the design system for three applications.
adaptive approach to unexpected challenges
Our design team decided to put emphasis on the research and testing because of the complex nature of clients' workflow and service, the diverse user groups and lack of understanding of the design for seniors' accessibility.
However, as our client changed functional requirements in the midway and the schedule was tight, we had to compromise on the time to spend on user testing. To make up for that, we decided to move parts of usability testing ahead to get feedback early while making adjustment on the function design.
User persona
This product is designed for two user groups: front-line care workers and professionals.
Front-line care worker
professional
research findings
I conducted interviews with 10 employees, followed and observed their daily work and visit to seniors' home, analyzed their work documents and current CMS system.
01. Front-line care workers need clear & updated schedule, task know-how, and be able to get urgent support.
Front-line case workers need to visit several seniors to provide different services everyday. The shift and service details always keep changing. They had to check the updated schedule everyday on a paper posted in the NGO center.
previous service task schedule
02. The information of each case need to be better archived, centralized and shared among employees.
Professionals and front-line case workers may work for the same service users. However, the information for each service cannot be easily shared among all. They need to specifically ask each other to get the updates when needed.
employees used whatsapp to update each other, making it hard to retrieve
scattered documents cannot be shared efficiently
03. Manual paper works is not efficient and leads to mistakes
Previously, the whole workflow, from clock-in, clock-out to recording updates and marking transportation cost, were done manually, which takes large amount of time and often brings about mistakes.
journey mapping
To create a holistic design solution, we created users' journey based on interview and mapped pain points and design values onto the journey. By doing so, we could re-evaluate the design concept and features holistically, and make sure that all of users' goals can be achieved, their pain points can be relieved and unnecessary features can be avoided.
Design Concept
A mobile application that empowers professionals & care workers to work more efficiently and collaboratively through:
Effective Schedule Display
Information
Re-configuration
Streamlined Workflow
Service Schedule (Landing Page)
Have a picture of what today be like
Read the district codes first to easier arrange today’s route
Service Details
Get updates from the last shift
Learn to execute service with ease
Bulletin
Learn about the case’s latest condition from different professionals’ perspectives
Service Users' Health Record
Find out the abnormal condition easily
Service Schedule (Landing Page)
Have a picture of what today be like
Read the district codes first to easier arrange today’s route
Service Details
Get updates from the last shift
Learn to execute service with ease
Bulletin
Learn about the case’s latest condition from different professionals’ perspectives
Service Users' Health Record
Find out the abnormal condition easily
Service Schedule (Landing Page)
Have a picture of what today be like
Read the district codes first to easier arrange today’s route
Service Details
Get updates from the last shift
Learn to execute service with ease
Bulletin
Learn about the case’s latest condition from different professionals’ perspectives
Service Users' Health Record
Find out the abnormal condition easily