UX & UI DESIGN
WP DEV

Role

UX Researcher & UI Designer
CX Journey Mapping
Web design and WordPress Developer

Background & Challenge

Companion Matters is a local startup that aims to help seniors and persons with disabilities stay connected with their loved ones. They needed a solution where people could learn how the service works, select a package based on individual needs and desired level of contact, schedule the frequency of the calls, and set up a one-time payment or a recurring payment plan with a subscription.

Target Audience

Senior citizens, baby boomers & persons with disabilities.

Industry

Elderly Care – B2C

6-stage design thinking model

the process

I started by following a 6-stage design thinking model, going through all the stages with a very hands-on approach. 

Along with the stakeholders of the company, we conducted a user research study and interviewed participants based on the user personas created for this project.

I was in charge of conducting a competitor analysis, creating user flows, and designing wireframes, and user interfaces.

Lastly, I got to work on the most challenging aspect project, the the integration of scheduling capabilities. The scheduling process was a multi-step process with several requirements that needed to follow a certain sequence. The last step would be setting up a payment gateway to process payments online. 

Discovery

To kick-start the project, we focused on figuring out a research strategy.
The goal was to identify the users so precisely that the user experience would be familiar and with a minimal learning curve.

We asked family members and caregivers of people over the age of 62 who had a loved one living alone or in a retirement community.

I created an interview guide beforehand in preparation for the usability test. This allowed the team to conduct interviews in a consistent and controlled manner.

Throughout the interview process and research, we defined and refined the user personas, this was a critical task for the process.

  • Who is the target audience and what do they need?
  • What are their habits, culture, their personalities, and their limitations?
  • What are their pain points, and challenges, and how to address them?

By conducting a usability test, and interviewing people who fit the user persona’s profile, we were able to identify any flaws in the initial model.

Personas

Define Phase

At this stage, I analyzed my research findings from the empathize phase. This helped me to determine which user problems were the most important to solve and why.
The goal was to help users find what they needed and start the sign-up process.

Story Boarding

After defining the user’s path, I created high-level mood boards that expressed specific feelings and highlighted attributes. Mood boards gave me the chance to define the design direction. This step is especially helpful to gain momentum during the early stages of a project.
Mood boards are an awesome tool I constantly use to help me sell concepts and ideas.

Mood Board Concept
Mood Board Photo Collage

Wireframes

Wireframes

Design

The homepage was intended to provide a central place for users to be introduced to the service.

A short explainer video on how the process works,  and reinforcing the information we are trying to convey in a more descriptive and engaging way. 

User Interfaces
User Experience mobile

Prototyping

In this stage, an interactive prototype is built to show how the solution works “live” in the browser. Cutting down production time in half for faster delivery and without compromising quality.

The interactive prototype allows time for testing the solution early, and often. One of the first things to look for is the level of detail, making sure it is high fidelity and with adequate resolution on screens.

Then, proceeding to test the functionality, and how the solutions work in real environments.

  • Is the solution fully functional and open to the user?
  • Can users easily navigate through it,  and at the same time, restrict certain areas that require signing or payment to be accessed?
Reader size

Digital prototyping is exciting as the prototype resembles the final product, allowing real-time testing and validation of ideas.

Development

The development stage is a lot faster since there is a functional prototype. At this point, I just make sure everything is plugged in correctly, clean coding, backend environments, plugin integrations, and cross-browser testing.

Usability Test

Performing a usability test allows me to know what users are experiencing, and at the same time compare the interfaces to industry standards. Having an evaluation scale helps to keep things simple, utilizing 3 ratings: “poor, fair, pass.” Usually, I like to ask some people to test drive the interface, as they can identify more issues.

There are sections with some questions for each section in the usability checklist: accessibility, navigation, visual information, and labeling.

Once a “Passed” rating is achieved in all the questions, I can be confident users will find what they need. This process uncovers issues missed and identifies the ones that were addressed successfully.

Deployment

Finally, is time to deploy the solutions to the live server so it can be shown to the whole world.
The process involves several steps, including securing a hosting account, setting up DNS records correctly, implementing SSL certificates, setting up a staging and a production site, and setting up email accounts for users if requested.