Funaging Ældrevenlig Klassetilmelding af Ting-Han Chen

Funaging Ældrevenlig Klassetilmelding af Ting-Han Chen er en højt anset vinder af den meget prestigefyldte 2023 A' Design Award i Jern i konkurrencekategorien Meta, Strategisk og Servicedesign.

JernService· 2023

Funaging Ældrevenlig Klassetilmelding

af Ting-Han Chen

Klient: Play Design Lab

Vinder af A' Design Award i Jern i kategorien Service

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Designet

Om Funaging Ældrevenlig Klassetilmelding

FunAging er en uddannelsestjeneste, der tilbyder undervisning i smartphone-apps for at støtte og styrke ældre. Klasseoplysningerne deles med de ældre gennem Line, en populær social app blandt ældre personer i Taiwan. Men mange ældre mennesker står over for udfordringer, når de forsøger at tilmelde sig klasser på Line på grund af dens grænseflade ikke er brugervenlig for dem. For at løse dette problem bruger dette projekt seniorcentreret servicedesigntænkning til at forbedre klasseregistreringsprocessen. Ved at udføre en grundig designdiagnose identificerer og adresserer vi problemer med brugeroplevelsen (UX).

Anerkendelsen

Om A' Design Award i Jern

Funaging Ældrevenlig Klassetilmelding er vinder af A' Design Award i Jern, en prestigefyldt anerkendelse, der tildeles gode designs, som opfylder de professionelle og industrielle krav, man forventer af veldesignede skabelser. Jernvinderne viser stor dygtighed, høj specialisering, ekspertforståelse og kreativ kapacitet hos deres skabere. Funaging Ældrevenlig Klassetilmelding forventes at være en højt estimeret, beundret og kær skabelse, der er praktisk og innovativ. Dette design, der har vundet A' Design Award i Jern, integrerer branchens bedste praksis og har kompetente tekniske egenskaber knyttet til knowhow og talent. Funaging Ældrevenlig Klassetilmelding respekteres for sin grundighed og er designet til at levere forbedringer af livskvaliteten, der er med til at gøre verden til et bedre sted.

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Credits, teammedlemmer og tekniske detaljer leveret af designeren.

Unikke Egenskaber: 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.
Dimensioner & Emballage: 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
Produktionsteknologi: 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.
Designudfordring: 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.
Forskning: 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?
Projektvarighed: The project started in June 2022 and finished in Dec 2022 in Taipei.
Driftsflow: 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.