Funaging ʻo Ka Hoʻopaʻa Inoa ʻana O Ka Papa ʻelemakule na Ting-Han Chen

ʻO Funaging ʻo Ka Hoʻopaʻa Inoa ʻana O Ka Papa ʻelemakule na Ting-Han Chen he mea lanakila hanohano loa o ka 2023 A' Design Award Hao ma ka Māhele Hoʻokūkū Hoʻolālā Kuhi, Kūhelu a me Lawelawe.

HaoLawelawe· 2023

Funaging ʻo Ka Hoʻopaʻa Inoa ʻana O Ka Papa ʻelemakule

na Ting-Han Chen

Mea Kūʻai: Play Design Lab

Mea Lanakila A' Design Award Hao ma ka Māhele Lawelawe

85,769

Mea Lanakila i Hōʻoia ʻIa

Hōʻoia i ke Kūlana Makana no #145605

Nānā ma A' Design Award Hoʻolaha Nūhou Hōʻailona Makana

Nā Waihoʻoluʻu

Ka Hoʻolālā

E Pili Ana iā Funaging ʻo Ka Hoʻopaʻa Inoa ʻana O Ka Papa ʻelemakule

He lawelawe hoʻonaʻauao ʻo FunAging e hāʻawi i nā papa polokalamu kelepona e kākoʻo a hoʻoikaika i ka poʻe ʻelemakule. Hāʻawi ʻia ka ʻike papa me ka poʻe ʻelemakule ma o Line, he polokalamu kaiapili kaulana i waena o nā poʻe kahiko ma Taiwan. Eia naʻe, nui ka poʻe ʻelemakule e kū nei i nā pilikia i ka wā e hoʻāʻo ai e hoʻopaʻa inoa no nā papa ma ka Line ma muli o kāna interface ʻaʻole i hoʻohana ʻia no lākou. No ka hoʻoponopono ʻana i kēia pilikia, hoʻohana kēia papahana i ka noʻonoʻo hoʻolālā lawelawe i waena o nā poʻe kiʻekiʻe e hoʻomaikaʻi i ke kaʻina hoʻopaʻa inoa papa. Ma ka hana ʻana i kahi hōʻailona hoʻolālā holoʻokoʻa, ʻike mākou a hoʻoponopono i nā pilikia o ka mea hoʻohana (UX).

Ka Hoʻomaikai

E Pili Ana i ka A' Design Award Hao

Ua lanakila ka hoʻolālā Funaging ʻo Ka Hoʻopaʻa Inoa ʻana O Ka Papa ʻelemakule i ka A' Design Award Hao, he ʻike hoʻohanohano i hāʻawi ʻia i nā hoʻolālā maikaʻi e hoʻokō ana i nā koi ʻoihana a ʻoihana hana i manaʻo ʻia mai nā mea hoʻokumu i hana maikaʻi ʻia. Hōʻike nā lanakila Hao i ka mākau nui, ka loea kiʻekiʻe, ka ʻike akamai a me ka hiki hana noʻeau o ka poʻe i hana iā lākou. Manaʻo ʻia ʻo ka hoʻolālā Funaging ʻo Ka Hoʻopaʻa Inoa ʻana O Ka Papa ʻelemakule he mea hoʻokumu i mahalo nui ʻia, hoʻohiwahiwa ʻia a aloha ʻia e pono a hou. ʻO kēia hoʻolālā i lanakila i ka A' Design Award Hao e hoʻohui ana i nā hana maikaʻi loa o ka ʻoihana a loaʻa nā ʻano ʻenehana mākaukau i hui pū ʻia me ka ʻike hana a me ka makakoho. Mahalo ʻia ka hoʻolālā Funaging ʻo Ka Hoʻopaʻa Inoa ʻana O Ka Papa ʻelemakule no kona nānā pono a ua hoʻolālā ʻia e hāʻawi i nā hoʻomaikaʻi ola e kōkua ai i ka hana ʻana i ka honua i wahi maikaʻi aku.

Ma Hope o ka Hoʻolālā

ʻEke Nūhou

Nā hōʻoia, nā lālā hui a me nā kikoʻī ʻenehana i hāʻawi ʻia e ka mea hoʻolālā.

Nā ʻAno Kūʻokoʻa: 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.
Nā Ana a me ka Hoʻopili: 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.
Nā Lepili: service design, elderly, senior-centered, accessible design, older adults, senior users, inclusive design, universal design, aging, senior citizens
ʻEnehana Hana: 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.
Pilikia Hoʻolālā: 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.
Noiʻi: 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.
Hoʻoulu Manaʻo: 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?
Ka Lōʻihi o ka Papahana: The project started in June 2022 and finished in Dec 2022 in Taipei.
Kaʻina Hana: 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.