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.
Feb - Dec 2018
Henry F. (Project Director)
Anthony M. (Sales)
Luke L. (PM)
Neil C. (UX/UI Designer)
Sion C. (UX/UI Designer)
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.
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.
There are three groups of users with different needs:
Our teams designed and developed three applications for these three groups of users.
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.
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.
This product is designed for two user groups: front-line care workers and professionals.
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.
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.
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.
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.
Service Schedule (Landing Page)
Have a picture of what today be like
Read the district codes first to easier arrange today’s route
Get updates from the last shift
Learn to execute service with ease
Learn about the case’s latest condition from different professionals’ perspectives
Service Users' Health Record
Find out the abnormal condition easily
To make sure the design is not only aligned with users needs, but also aligned with business vision and technological feasibility, we went through several rounds of critique and feedback collections on the IA with the client and engineer team.
Due to the tight schedule and sudden changes of functional requirement from the client, we adjusted the prototyping strategy. We conducted two rounds: 1st round to test look & feel using mock-ups, 2nd round to test the interaction and functionality using mid-fi interactive prototypes.
We also conducted A/B test and accessibility testing for the senior users to test the layout, font, size, color, contrast and ease of navigation.
Educate Clients & Advocate for Human-Centered Design
Clients have a vision. But they don't always have the UX knowledge to understand users. Sometimes their requirements conflict with users' needs. Sometimes they request add new functions without evaluation. It's our designers' roles to help them empathize with users and bridge their vision with users' needs, and get on-board with a holistic design solution.
Agile Design Process & Early Testing
While research is critical, sometimes we spent too much time and over-analyzed. The waterfall workflow made it time-consuming when we found a problem in a later stage. The design process should also be agile to adapt to the ever-changing situation. I also learnt that usability testing should happen along the process, not until the end, in order to get feedback and make adjustment early and flexibly.
Employees have improved their work efficiency and the NGO was able to accommodate more service users. Since its launch, over 300 seniors have been enrolled the new service, the number of which was increased by around 30% compared to before.
"The online system helps the elderly to live infinitely in the rehabilitation epidemic without leaving home". Hong Kong Commercial Daily. Apr 20, 2020.
01. Content Not Data
Lack of motivation for life is a more serious concern for them rather than their physical health condition. Compared to health data, a more pressing need for the elderly is to find ways to spend time in engaging and quality content and activities, boosting self-esteem and feeling connected.
02. Single Path Design
Since some of the service user are around 80 years old already. They cannot handle a complex path to complete the task. Therefore, we should narrow down the number of choice and give the best solution for them.
Most of the service users have presbyopia already. Therefore, we need to find out which font size is the most suitable for them.
01. Lack of engagement
Usually being busy and away from the elderlies, family members still want to feel a sense of connection with the elderlies
03. Instant update
Since living in different places, family members need a way to monitor the elderly's health condition and get updated whenever there is any incident.