Funaging El Registro De Clases Para Personas Mayores by Ting-Han Chen

Funaging El Registro De Clases Para Personas Mayores by Ting-Han Chen is a highly esteemed winner of the very prestigious 2023 A' Design Award de Hierro in Diseño Meta, Estratégico y de Servicios Competition Category.

HierroServicio· 2023

Funaging El Registro De Clases Para Personas Mayores

by Ting-Han Chen

Client: Play Design Lab

A' Design Award de Hierro Winner in Servicio Category

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Verified Award Winner
Verify Award Status for #145605

View at A' Design Award Press Release Award Badge

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The Design

About Funaging El Registro De Clases Para Personas Mayores

FunAging es un servicio educativo que ofrece clases de aplicaciones para teléfonos inteligentes para apoyar y empoderar a las personas mayores. La información de la clase se comparte con las personas mayores a través de Line, una aplicación social popular entre las personas mayores en Taiwán. Sin embargo, muchas personas mayores enfrentan desafíos al intentar registrarse en clases en Line debido a que su interfaz no es fácil de usar para ellos. Para abordar este problema, este proyecto utiliza un pensamiento de diseño de servicios centrado en las personas mayores para mejorar el proceso de registro de clases. Al realizar un diagnóstico de diseño exhaustivo, identificamos y abordamos los problemas de la experiencia del usuario (UX).

The Recognition

About the A' Design Award de Hierro

Funaging El Registro De Clases Para Personas Mayores ha ganado el A' Design Award de Hierro, un reconocimiento prestigioso concedido a buenos diseños que cumplen los requisitos profesionales e industriales que se esperan de creaciones bien diseñadas. Los ganadores de Hierro demuestran gran habilidad, alta especialización, comprensión experta y capacidad creativa de sus creadores. Se espera que Funaging El Registro De Clases Para Personas Mayores sea una creación muy apreciada, admirada y querida, práctica e innovadora. Este diseño ganador del A' Design Award de Hierro integra las mejores prácticas del sector y tiene características técnicas competentes unidas a conocimiento práctico y talento. Funaging El Registro De Clases Para Personas Mayores es respetado por su minuciosidad y está concebido para aportar mejoras en la calidad de vida que ayudan a hacer del mundo un lugar mejor.

Behind the Design

Press Kit

Credits, team members and technical details provided by the designer.

Unique Properties: Difficulties in registering the class for the elderly, such as unaware of key information during the process, unable to find specific function, or uncertainty for whether they have successfully registered the class, and so forth.

In this project, we use senior-centered service design thinking to review the overall class registration process to identify key UX problems. A set of systematic design diagnosis clarifies the design issues, with insightful design deliverables, to make the service more fluent and effective.
Dimensions & Packaging: 1. Optimized service workflow, UI elements and graphic assets;
2. MENU architecture, and Event Cards templates for LINE App.
3. Improved service logic and guidelines.
Tags: service design, elderly, senior-centered, accessible design, older adults, senior users, inclusive design, universal design, aging, senior citizens
Production Technology: We employ the following focus as our design approaches:
(1) Customer journey mapping;
(2) Sorting out the main axes of the customer journey;
(3) Consolidation of key touchpoints on the main axis;
(4) Interface design (UI/UX) on key touchpoints;
(5) Experience iterations.

Through implementation, we evaluate the direction of revision through the actual use by the elderly users, and the "experience iteration" goes back and forth many times, approaching the final and perfect design outcome.
Design Challenge: Since LINE has covered 95% of Taiwanese population’s social media use, deeply tied to the elderly’s daily social lives, it’s not practical to introduce new platforms to pull them out of what they have already accustomed to. However, LINE app doesn't provide open source code for flexible customization, thus we had to invent new techniques under LINE's technical constraints to align with elderly's cognitive capabilities.

For instance, some elderly can't remember which classes they have had registered. Hence, we design a pictorial card with class information to be saved on their smart phone as their reminder. Or, as it's not possible to adjust character spacing and line spacing, we use rephrasing and blank lines to enhance readability for the paragraphs. These details are not obvious, but play a big role.
Research: This project attempts to improve FunAging's online registration experience for the elderly. We used a more macro service design perspective to tackle interface operation problems under technical constraints. Through elderly-centered service design thinking, the percentage of elderly calling for help during the registration process has been decreased from 20% to 0 in a short period.
Inspiration: FunAging is an educational brand in Taiwan offering smartphone app courses of various topics to accompany and empower the elderly, enabling them to maintain a social life and enjoy learning new things.

FunAging disseminates the new course information with the elderly via LINE, a widely used social app in Taiwan, also among the elderly. But many newbies have difficulties in using it, especially in registering courses via LINE, as it does not optimize its overall design for the elderly.

How might we better redesign the overall service, especially for the course registration experience, for the elderly?
Project Duration: The project started in June 2022 and finished in Dec 2022 in Taipei.
Operation Flow: We identify 12 UX issues in the customer journey mapping. With corresponding elderly-first design prescriptions, a new service workflow is implemented, with user interface and design artifacts remodeled. In the end, the percentage of elderly calling for help during the registration process has been decreased from 20% to 0 in a short period.