Caregiver Kiosk
Caregiver Kiosk is a kiosk system that is a hub for caregivers to view up-to-date information on their loved ones and their care plans.
Following St. Joesph's design guide, We designed an interface for what we found to be the biggest pain points of the caregivers and family memebers.
This project was completed for UX200: UX Design Thinking.
Skills learned
UX Researching
Prototyping
Interviews
UI Design
Themeatic Analysis
Timeline
Jan - April 2024
Role
UI Designer
UX Researcher
Lead Interviewer
01. The Problem - Finding an innovative solution to enrich the experiences of caregivers and family members of residents at St. Joseph's Lifecare Centre.
This problem was pretty ambiguous and covered a lot of problem space so we decided to window down our options by clearly defining the people and target users
02. Defining the target user - Caregivers was the title of the group but what deos that really mean?
From our secondary research, we found caregivers are represented in long-term care homes as two main groups.
01. Visitors designated by the resident that are support staff.
02. Family related to the resident that is designated as power of attorney.
The Double Diamond Design Framework
Deliver
Discover
Define
Develop
Interviews: n=14
Focus Group: n=6
02. Discovering what the root causes of the problem
We started the design process with preliminary research, including interviews and surveys with students and staff. We gained many insights into the booking process's frustrations and positive aspects and discovered key Themes and Behaviours.
We made an affinity diagram from the findings from the user & staff interviews and surveys. This helped to visualize and sort the data from the interviews.
Interviews with the staff and users found that the common problem of taking calls over the phone was due to old systems and outdated technology in use by the Wellness centre. The staff noted that the appointment-taking software was slow and limited in its operation.
The last main finding - Users sought a comfortable and already known process in a potential booking application.
The users felt motivated when being presented with the potential process from other popular booking applications while also exploring the added features of offering added information the Wellness Centre offered.
We then created three personas to visualize the key takeaways for each user group
Describe your image
The Double Diamond Design Framework
Deliver
Discover
Define
Develop
03. Defining the why and the pain points to target
01
Phone Anxiety
02
Unaware of services offered
03
Staff struggle to keep up
Developed from the 5 whys matrix
01. Students showcased anxiety over making phone calls to the Wellness Centre
02. Students such as the Confused Newbie were unaware of what the Wellness Centre offered
03. Staff struggled to balance their work with the constant ringing and speed of the outdated booking system.