Funaging Inscripcion als Curses Adaptada als Ancians by Ting-Han Chen

Fèrre Servici · 2023

Funaging Inscripcion als Curses Adaptada als Ancians

by Ting-Han Chen

A' Design Award de Fèrre 2023 in Servici
CLIENT: Play Design Lab
Estimated Number of Design Views: 85,018
Verification code E1B1B5CAE4 · Verify this award

View at A' Design Award Press Release

Colors

About Funaging Inscripcion als Curses Adaptada als Ancians

FunAging es un servici educatiu que profeís de curses d'aplicacions de smartphone per sosténer e autoreïzar las personas ancianas. Las informacions suls curses son partejadas amb los ancians a travèrs Line, una aplicacion sociala populara entre la gent ancianas a Taiwan. Pasmens, mantuns ancians rencontran de dificultats quand cercan de s'inscriure als curses sus Line perque son interfàcia es pas pro adaptada per eles. Per tractar aqueste problèma, aqueste projècte utiliza una abòrd de dessenh de servici centrada sus los seniors per melhorar lo processus d'inscripcion als curses. En realizant un diagnostic de dessenh complèt, identifiquem e tractem los problèmas d'experiéncia utilizaire (UX).

About the A' Design Award de Fèrre

Funaging Inscripcion als Curses Adaptada als Ancians a ganhat la distincion A' Design Award de Fèrre, una reconeissença prestigiosa acordada a de bons designs que respondon a las exigéncias professionalas e industrialas esperadas de creacions plan concebudas. Los ganhaires del Fèrre demòstran una granda abilitat, una nauta especializacion, una comprenedura d'expèrt e la capacitat creativa de lors creators. S'espèra que Funaging Inscripcion als Curses Adaptada als Ancians siá una creacion fòrça considerada, admirada e estimada, practica e innovanta. Aqueste design ganhaire de la distincion A' Design Award de Fèrre integra las melhoras practicas del sector e a de caracteristicas tecnicas competentas ligadas a un saber-far e a un talent. Per son rigor, Funaging Inscripcion als Curses Adaptada als Ancians merita lo respècte e es destinat a aportar de melhoraments a la qualitat de la vida que ajudan a far del mond un luòc melhor.

Press Kit

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.