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

Qhov qauv tsim Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm los ntawm Ting-Han Chen yog tus yeej muaj nqis heev ntawm qhov khoom plig 2023 A' Design Award Hlau hauv Pawg Sib Tw Tsim Kev Pab Cuam, Kev Tswj thiab Kev Pab.

HlauKev Pab Cuam· 2023

Funaging Kev Sau Npe Rau Cov Laus Hauv Chav Kawm

los ntawm Ting-Han Chen

Tus Neeg Siv: Play Design Lab

Tus Yeej A' Design Award Hlau hauv Pawg Kev Pab Cuam

85,769

Tus Yeej Khoom Plig Tau Txheeb Xyuas

Txheeb Xyuas Qhov Xwm Txheej Khoom Plig rau #145605

Saib ntawm A' Design Award Tsab Xov Xwm Daim Phiaj Khoom Plig

Xim

Qhov Tsim

Txog 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).

Qhov Lees Paub

Txog 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.

Tom Qab Qhov Tsim

Pob Xov Xwm

Cov credit, cov neeg pab thiab cov ntsiab lus kev txawj ntse muab los ntawm tus tsim.

Yam Tshwj Xeeb: 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.
Qhov Loj & Ntim: 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.
Cov Ntsiab Lus: service design, elderly, senior-centered, accessible design, older adults, senior users, inclusive design, universal design, aging, senior citizens
Thev Naus Laus Zis Tsim Khoom: 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.
Kev Sib Tw Tsim Qauv: 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.
Kev Tshawb Fawb: 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.
Kev Txhawb Siab: 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?
Lub Sij Hawm Ua Hauj Lwm: The project started in June 2022 and finished in Dec 2022 in Taipei.
Txheej Txheem Ua Hauj Lwm: 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.