디자이너 Ting-Han Chen의 작품 Funaging 노인친화강좌 등록은은(는) 매우 권위 있는 2023 A' Design Award 철상의 메타, 전략 및 서비스 디자인 부문에서 탁월한 수상작입니다.

철서비스· 2023

Funaging 노인친화강좌 등록은

디자이너: Ting-Han Chen

클라이언트: Play Design Lab

서비스 부문 A' Design Award 철상 수상작

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A' Design Award에서 보기 보도 자료 수상 배지

색상

디자인

Funaging 노인친화강좌 등록은 소개

FunAging은 노인들을 지원하고 역량 강화를 위해 스마트폰 앱 수업을 제공하는 교육 서비스입니다. 수업 정보는 대만 노인들에게 인기 있는 소셜 앱인 Line을 통해 노인들과 공유됩니다. 그러나 많은 노인들이 Line의 인터페이스가 사용자에게 친숙하지 않기 때문에 수업에 등록하려고 할 때 어려움을 겪습니다. 이러한 문제를 해결하기 위해 본 프로젝트는 선배 중심의 서비스 디자인 사고를 활용하여 수강신청 프로세스를 개선합니다. 철저한 디자인 진단을 통해 사용자 경험(UX) 문제를 파악하고 해결합니다.

수상 인정

A' Design Award 철상 소개

Funaging 노인친화강좌 등록은, 이 작품은 A' Design Award 철상 수상작으로, 잘 디자인된 창작물에 기대되는 전문적·산업적 요건을 충족하는 좋은 디자인에 수여되는 권위 있는 인정입니다. 철상 수상작은 창작자의 뛰어난 기술, 높은 전문성, 전문가다운 이해, 창의적 역량을 보여 줍니다. Funaging 노인친화강좌 등록은, 이 작품은 높이 평가받고 감탄과 사랑을 받는 창작물로서 실용적이고 혁신적일 것으로 기대됩니다. 이 철상 수상 디자인은 업계 모범 사례를 통합하며 노하우와 재능으로 연결된 유능한 기술적 특성을 갖추고 있습니다. Funaging 노인친화강좌 등록은, 이 작품은 철저함으로 존중받으며 삶의 질을 개선하여 세상을 더 나은 곳으로 만들도록 디자인되었습니다.

디자인 비하인드

프레스 킷

디자이너가 제공한 크레딧, 팀원 및 기술 세부 사항.

고유 특성: 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.
치수 및 패키징: 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.
태그: service design, elderly, senior-centered, accessible design, older adults, senior users, inclusive design, universal design, aging, senior citizens
생산 기술: 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.
디자인 과제: 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.
연구: 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.
영감: 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?
프로젝트 기간: The project started in June 2022 and finished in Dec 2022 in Taipei.
운영 흐름: 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.