Product ecosystem in context of front and back end users
Never Alone is a telehealth ecosystem that connects patients with Care Givers and Providers in order to help them age in place. While working at Digital Scientists, I was lead designer for 2+ years, working to help craft an end-to-end HIPAA compliant family of patient facing and back end products. This project overview is focused on the Senior users and product.
Tools
Miro
Figma
Adobe Suite
Dovetail
Team
2 product designers
1 researcher
4 - 7 developers
1 project manager
My Role
Lead Product Designer
Research
Workshop facilitator
Visual design
Timeline
Seniors App - 2020
Skilled Nursing Facility App - 2021
IDD users - 2022
Ecosystem Overview
Never Alone is an ecosystem of products that helps participants connect with healthcare providers and care partners. We designed and developed both the patient side applications as well as the provider and care partner portals. In total the ecosystem consists of:
7 products total
3 participant applications
4 back-end organizational portals
Problem
Not everyone can afford an assisted living facility if the need arises, and almost nobody wants to. The need for alternative solutions to help people age in place is an issue that becomes more relevant every year.
Objective
How do we leverage technology and telehealth services to help seniors retain their freedom and age in place?
Research
55 million
Age 65+ as of 2023 in the USA
93%
Agree aging in place is one of the most important goals
2034
Predicted year the 65+ population will outnumber under 18.
1:1 contextual interviews took place with pilot users in their homes.
Research Methodologies & Overview
The initial research phase of this project began in early 2020. We worked closely with a group of 25 pilot users, aged 65+ that agreed to be part of the MVP trial for Never Alone. This initial research consisted of multiple activities and methodologies, including:
Competitive and precedent research
Kick off workshop
1:1 contextual interviews
Natural use over time | Diary study
Journey Maps
Co-creation workshops
Persona development
Ideation
Larger physical areas on periphery of the screen allows for better handling and grip.
Considerations for the Physical World
For the MVP we used an iPad, later adding a mobile companion app for when away from home. It's meant to stay stationary in the kitchen or living area. We chose a case with a mounted base and a larger grip area, making it ergonomic and always-on in kiosk mode.
Plenty of white space, thoughtful and contrasted color palette, and clear CTAs
Visual Design
When prioritizing accessibility and functionality, we often don't associate it with exciting and sexy design. However, for this project, our main goal was to create a visually pleasing and elegant design system. Unlike typical products for seniors, which often have a clunky, thoughtless aesthetic, we aimed to make ours modern, clean, and user-friendly.
Scheduling, Calendar and Notifications
Keeping track of a medication, social events, doctor appointments and more can be overwhelming. We developed an expandable system of notifications and event tags that can be managed by both participant and Care Partner in order to make sure the user is always on top of their commitments.
Testing
Usability Testing
We conducted regular testing through out the project. These were both in person and remote, depending on the test and desired outcome. We employed a few different types of test:
Moderated task based tests
A/B testing
Accessibility testing for hearing and vision
A / B test for determining optimal base type size. Option B on right was favored by 93% of users.
Accessibility Testing
Accessibility was of critical focus for this project. Poor vision, hearing and cognitive issues required more attention to detail and stripping out any unnecessary or distracting details.
Over the course of the project we became very knowledgeable in accessibility, especially in context of these unique populations. I put together an article that became the most viewed and engaged with content on our company’s blog summarizing our learnings.
Results
Thank you for your interest.
If you would like to see the full case study, drop me a line.