Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm by Ting-Han Chen

Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm by Ting-Han Chen is a highly esteemed winner of the very prestigious 2023 A' Design Award Hlau in Tsim Kev Pab Cuam, Kev Tswj thiab Kev Pab Competition Category.

HlauKev Pab Cuam· 2023

Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm

by Ting-Han Chen

Client: Play Design Lab

A' Design Award Hlau Winner in Kev Pab Cuam Category

85,018

Verified Award Winner

Verify Award Status for #145605

View at A' Design Award Press Release Award Badge

Colors

The Design

About Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm

FunAging yog ib qho kev pabcuam kev kawm uas muab cov chav kawm smartphone app los txhawb thiab txhawb nqa cov neeg laus. Cov ntaub ntawv hauv chav kawm yog qhia rau cov neeg laus los ntawm Line, ib qho kev sib raug zoo app ntawm cov neeg laus hauv Taiwan. Txawm li cas los xij, ntau tus neeg laus ntsib teeb meem thaum sim sau npe rau cov chav kawm ntawm Kab vim nws qhov kev sib txuas tsis yog siv rau lawv. Txhawm rau daws qhov teeb meem no, qhov project no siv cov kev pabcuam laus hauv nruab nrab ntawm cov kev xav tsim los txhim kho cov txheej txheem sau npe kawm. Los ntawm kev kuaj xyuas tus qauv zoo, peb txheeb xyuas thiab daws cov teeb meem ntawm cov neeg siv kev paub (UX).

The Recognition

About the A' Design Award Hlau

Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm yog tus yeej ntawm A' Design Award Hlau, ib qho kev lees paub muaj meej mom uas muab rau cov qauv tsim zoo uas ua tau raws li cov kev xav tau ntawm kev ua haujlwm thiab kev lag luam uas xav tau los ntawm cov khoom tsim zoo. Cov neeg yeej Hlau qhia txog kev txawj loj, kev paub tshwj xeeb siab, kev nkag siab ntawm cov kws tshaj lij thiab lub peev xwm tsim ntawm cov neeg tsim. Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm xav tias yuav yog ib qho khoom tsim uas neeg hwm, qhuas thiab hlub uas siv tau thiab tsim tshiab. Cov qauv tsim yeej A' Design Award Hlau no sib xyaw cov kev coj ua zoo tshaj plaws ntawm kev lag luam thiab muaj cov yam ntxwv siv tshuab txawj ntse txuas nrog kev paub thiab txuj ci. Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm tau txais kev hwm vim nws tag nrho thiab tsim los muab kev txhim kho rau lub neej uas pab ua rau lub ntiaj teb zoo dua.

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.