Funaging Олыларга Дус Класс Теркәлү by Ting-Han Chen

Funaging Олыларга Дус Класс Теркәлү by Ting-Han Chen is a highly esteemed winner of the very prestigious 2023 A' Design Award Тимер бүләге in Мета, Стратегик һәм Хезмәт Дизайны Competition Category.

ТимерХезмәт· 2023

Funaging Олыларга Дус Класс Теркәлү

by Ting-Han Chen

Client: Play Design Lab

A' Design Award Тимер бүләге Winner in Хезмәт Category

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Verified Award Winner

Verify Award Status for #145605

View at A' Design Award Press Release Award Badge

Colors

The Design

About Funaging Олыларга Дус Класс Теркәлү

FunAging - олыларга булышу һәм аларга ярдәм итү өчен смартфон кушымтасы класслары бирә торган белем бирү хезмәте. Класс мәгълүматлары картлар белән Тайваньдагы популяр социаль кушымта Line аша бүлешә. Ләкин, күпчелек олы яшьтәге кешеләр, интерфейс алар өчен файдалы булмаганга, Line классларына теркәлергә тырышканда авырлыклар белән очрашалар. Бу проблеманы чишү өчен, бу проект классны теркәү процессын яхшырту өчен өлкән үзәк хезмәт күрсәтү дизайны куллана. Дизайн диагностикасын үткәреп, без кулланучылар тәҗрибәсен (UX) ачыклыйбыз һәм чишәбез.

The Recognition

About the A' Design Award Тимер бүләге

Funaging Олыларга Дус Класс Теркәлү – A' Design Award Тимер бүләге җиңүчесе, бу яхшы эшләнгән иҗат җимешләреннән көтелгән профессиональ һәм сәнәгать таләпләренә җавап бирә торган яхшы дизайннарга бирелә торган абруйлы танып белү. Тимер җиңүчеләре үз авторларының зур осталыгын, югары махсуслашуын, белгечләрчә аңлавын һәм иҗади сәләтен күрсәтә. Funaging Олыларга Дус Класс Теркәлү югары бәяләнгән, соклана торган һәм яратыла торган, практик һәм яңа иҗат җимеше булыр дип көтелә. A' Design Award Тимер бүләге җиңүче бу дизайн тармакның иң яхшы практикасын берләштерә һәм белем һәм талант белән бәйләнгән компетентлы техник үзлекләргә ия. Funaging Олыларга Дус Класс Теркәлү җентеклелеге өчен хөрмәтләнә һәм дөньяны яхшырак урынга әйләндерергә булышучы тормыш сыйфатын яхшырту өчен эшләнгән.

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.