Increase workflow efficiency and facilitate collaboration for clinical staff and front-line care workers.
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.
My role
Lead UX designer for one of the 3 apps
Resonisibility
User research, UX design, service design, UI design, design system
My crew
1 PM, 3 designers, 10 engineers
Timeline
Feb - July 2018
Impacts
Improved efficiency and increased service users by 16% in 1 year.
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), including professionals (such as social workers, nurses, occupational therapists and physiotherapists) and frontline care workers, need to enhance work efficacy and improve collaboration.
Service User (The elderly) needs to improve the quality of life.
Caregiver (Family members) need to monitor their parent's health conditions and stay engaged with them.
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.
Senior Home Care Service
User role
This product is designed for two user groups: front-line care workers and healthcare professionals.
Front-line care worker
healthcare professionals
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.
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 direction
How might we empowers professionals & care workers to work more efficiently and collaboratively through:
Bulletin
Service Details
Get updates from the last shift
Learn to execute service with ease
information architecture
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.
Detailed Information architecture
prototyping, Testing & iteration
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.
User testing findings
Design iterations for landing page
Accessibility testing
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.
Initial design
Final design
Final design
Impacts
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 16% compared to before.
Media Press
"The online system helps the elderly to live infinitely in the rehabilitation epidemic without leaving home". Hong Kong Commercial Daily. Apr 20, 2020.
"The 90-year-old elderly plays games to improve the cognitive abilities". Apple Daily. Mar 23, 2020.
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