Kiosk design, Print design, UX Research, UI Design, UX copywrighting
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Anglicare Sydney provides retirement living, residential aged care, and community care services to people in the Greater Sydney and the Illawarra Region. With 22 retirement villages, they are one of Australia's largest Christian care organisations.
Management at Anglicare were looking for a way to improve their handling of maintenance requests and feedback within their retirement villages. They had heard anecdotally that residents were unhappy with the way the current process, but lacked concrete data to support this. They wished to flesh out their resident's pain points and make improvements to their services.
My responsibilitiesin this project:
We followed the Human-centered Design (HCD) approach to deliver this project.
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Our team sat together with our stakeholers at Anglicare in an initial briefing to get an overview of the background of this project and understand their key concerns. Based on these conversations, we deveoped a Scoping Framework and defined the below Problem Statement to take forward and test in our research.
Anglicare Retirement Living Residents, who feel frustrated about booking maintenance and logging general feedback, want to be better informed but have limited visibility over the process.
A variety of research methods were used to gather both quantitative and qualitative research data around the hypothesized problem statement - namely, desktop research, contextual inquiry, interviews and user research surveys.
In order to better understand the pain points in the existing processes, our team travelled onsite to a Residential Village in Sydney to interview and observe staff in their working environment.
Four staff were interviewed in the administration office.
There were two key topics we focused on in our desktop research.
1) Designing for seniors
As the demographic of our users were seniors, we gathered intel on design guidelines that would resonate with this user group.
2) Competitor analysis
We analyzed existing apps and systems on the market to bring learnings into this project.
Our team collectively conduced 20 interviews with residents and staff members across 5 villages.
A user research questionnaire, was also developed and distributed to 40 residents. We received a total of 22 responses within the pre-defined timeframe.
After collecting data from our various research methods, we synthesized the information into insights through affinity mapping.
In shifting our thinking from divergent to convergent, we grouped similar observations based on their natural relationships to identify trends and common themes.
Some of the insights and trends that emerged from our data points are listed below.
81% of residents either frequently, or occasionally interact with others in the village.
Residents are deeply connected to their village community and engage in a wide variety of independent and group activities.
95% of residents are frequent users of devices such as smartphones, tablets and computers.
Most residents use devices (i.e. iPads, phones & tablets) for reading, social connection, entertainment & basic online tasks (i.e. banking).
95% of residents are largely satisfied (rating 7-10) with the process.
Residents are generally happy with the maintenance request process itself (i.e. filling pink forms), but want to be able to understand the status of their requests.
60% of residents communicate with staff via phone call, and 45% through email.
Regular connection between village staff and residents is valued, however more could be done to kept residents informed about general updates.
To give a face to the research data to take forward into the design phase, we summarized our discoveries into the following representations.
We gathered the key activities and frustrations of key staff members that are involved in the two workflows in to archetype cards.
We used the Insights from residents to create a key persona. ‘Robert’ depicts the typical resident, including the demographic, behaviour profile, goals and frustrations.
Now with Robert in the picture, we mapped out his experience with Anglicare’s current workflows.
We captured his actions, his challenges, and where improvement opportunities existed.
Now equipped with an indepth understanding of the problem and our users, it was time to begin delving into the solution. We presented all our research outcomes and facilitated ideation workshops with our stakeholders to generate ideas.
We used Crazy 8 and dot voting sessions to focus on tackling the How Might We (HMW) Statement below.
How might we keep Robert informed about the status of his maintenance and feedback requests so he knows they are being acted upon?
In order to sift through all the big ideas and create actionable implementation steps, it was critical for us to then hold MVP mapping discussions with our stakeholders to prioritise all the winning ideas and features. The outcome was a list of high priority features to incorporate into our solution - we were set to start designing!
We began to develop the new workflows in 3 stages:
At our client's request, we developed a Communications Map to complement the new workflow. This presented the various inpu and output communication channels in a summarised format.
We worked closely with Anglicare to craft the copy at each touchpoint to ensure the messaging was consistent with their overall communication strategy and tone.
Utilising Anglicare’s existing brand guide and design system, we wireframed the digital and non-digital touchpoints incrementally in Figma.
We designed the following touchpoints:
In order to refine our designs, we conducted 6 User Tests with residents via Zoom, and another 7 tests using the Maze tool (with preset missions for the user to complete).
We affinity mapped the user testing results and continued to develope our designs based on feedback.
A summary of the key inbound and outbound communications to facilitate the new workflows.
A glimpse of the new processes : (Left) the workflow for a resident to make a maintenance request, and (Right) the process for a resident to lodge feedback to management.
The physical application forms were re-designed to align their look and feel to be consistent with the digital (kiosk/web) interface.
These are the Email and SMS notifications residents receive on the status of their requests.
This is the design for the digital screens that would be accessible at Kiosks in the Village reception offices. Residents are able to lodge new maintenance requests, and provide feedback to staff through these kiosks. They can also check the status of any existing requests.
These screens are also accessible by residents through their smartphone, tablet or desktop devices through a link they receive through email and SMS.
We were thrilled to receive some of this feedback in our final presentation session.
