Funaging Ndebanye Aha Klaasị Enyi Na Enyi by Ting-Han Chen

Funaging Ndebanye Aha Klaasị Enyi Na Enyi by Ting-Han Chen is a highly esteemed winner of the very prestigious 2023 Ihe Nrite A' Design Award nke Igwe in Nhazi Meta, Atụmatụ na Ọrụ Competition Category.

IgweỌrụ· 2023

Funaging Ndebanye Aha Klaasị Enyi Na Enyi

by Ting-Han Chen

Client: Play Design Lab

Ihe Nrite A' Design Award nke Igwe Winner in Ọrụ Category

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View at A' Design Award Press Release Award Badge

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The Design

About Funaging Ndebanye Aha Klaasị Enyi Na Enyi

FunAging bụ ọrụ nkuzi na-enye klas ngwa ekwentị iji kwado ma nye ndị agadi ike. A na-ekerịta ozi klaasị ahụ n'etiti ndị agadi site na Line, ngwa mmekọrịta ama ama n'etiti ndị agadi nọ na Taiwan. Otú ọ dị, ọtụtụ ndị agadi na-eche ihe ịma aka ihu mgbe ha na-agbalị ịdebanye aha maka klaasị na Line n'ihi na interface ya abụghị onye ọrụ enyi na enyi maka ha. Iji dozie okwu a, oru ngo a na-eji echiche imewe ọrụ gbadoro ụkwụ na elu iji kwalite usoro ndebanye aha klaasị. Site n'ime nyocha nyocha nke ọma, anyị na-achọpụta ma lebara nsogbu ahụmịhe onye ọrụ (UX).

The Recognition

About the Ihe Nrite A' Design Award nke Igwe

Funaging Ndebanye Aha Klaasị Enyi Na Enyi meriri A' Design Award nke Igwe, nnabata dị ugwu e nyere design ndị dị mma nke na-emezu ihe ndị a chọrọ n'ọrụ na ụlọ ọrụ nke a na-atụ anya n'ihe e kere eke ndị e mere nke ọma. Ndị meriri na Igwe na-egosi nka buru ibu, ọkachamara dị elu, nghọta ọkachamara na ikike imepụta nke ndị kere ha. A na-atụ anya na Funaging Ndebanye Aha Klaasị Enyi Na Enyi ga-abụ ihe e kere eke a na-asọpụrụ nke ukwuu, a na-eto na a hụrụ n'anya nke bụ ihe bara uru ma dị ọhụrụ. Design a meriri A' Design Award nke Igwe na-ejikọta ụzọ kacha mma nke ụlọ ọrụ ma nwee àgwà teknụzụ kwesịrị ekwesị jikọtara na ihe ọmụma na talent. A na-asọpụrụ Funaging Ndebanye Aha Klaasị Enyi Na Enyi maka nlezianya ya ma e mere ya ka ọ nye mmeziwanye ndụ nke na-enyere aka ime ka ụwa bụrụ ebe ka mma.

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.