In Taiwan, therapists have been providing home rehabilitation services for many years. In addition to one-hour face-to-face counseling at a time, therapists also need to "regularly" track the training status of the case and "customize" adjust the training content, which will greatly impact the case's progress. Therapists rely on various software and tools to keep track of cases’ details, training journeys, and generate complex reports, complicating service administration and adding up to unaddressed service costs.
Note: The following content focuses on presenting B2B solutions.
The primary method used at this stage is qualitative research because
My partner and I used a persona to separate users into three groups: therapists, caregivers, and cases. This helped us understand who we were targeting when talking to engineers and business consultants about our platform. We made a customer journey map to show the touchpoints before, during, and after using our service. It also shows people's goals, emotions, and feelings at each step. Finally, we identified the type of therapist/caregiver profile for launching our platform.
During the early stages of the prototype, we visited caseworkers to conduct contextual interviews and learn about different activities that help promote senior health. We did card sorting to make it easier for therapists and caregivers to review case training and came up with two questions to focus on:
How can therapists evaluate case training questions remotely?
Can we get caregivers to share training notes with therapists?
After recognizing the issues with the existing service, our goal was to create an MVP to measure therapists' enthusiasm for using it and to find out what operational worries therapists of different ages would have.
So, we made three main assumptions regarding the service gap and the team's goals for the service.
In our ideation journey, we noticed that therapists and caregivers repeatedly the behavior "view ⇌ review " throughout the service journey, and we expect our platform, Hi-Care, will make communication and questioning between therapists and clients on digital devices clear. It should also "lower the barrier to communication when it comes to guidance and learning through note taking." This should help to increase trust between the therapist and client (resident), which will help to create a deeper understanding during evaluation and training and improve the results of the home service.
To identify users’ goals, we applied User Story Mapping to analyze users’ activity, tasks, and stories. We opted to create the service into a web application, developing the platform's core features and information architecture. Then focusing on developing the computer version since the therapists mainly use computers to log in.
Most endeavors were devoted to managing expectations, clarifying the platform's objectives, and many other communications. I encouraged my partners to sketch out any ideas they had and then walked through the prototype to illustrate the wireframe process, ensuring that the overall user flow and interaction aspects were thoroughly explored. It not only helped to bridge cognitive gaps, but it also saved the team a great deal of time in communicating and getting to high-fidelity prototypes for user testing as soon as feasible.
Using the high-fidelity prototype to communicate/control the design quality and promptly resolve any issues or UI, the backend engineer and I checked the development progress one step at a time upon testing the MVPs.
The team decided to achieve 50% design quality control on each page to finish the project within the deadline. Once most pages have accomplished their primary user objectives, the team will correct each page's experience details and flow.
I prepared a physical usability test after building high-fidelity prototypes on both to B and C sides in two weeks.
Along with the test, I also summed up a research report, updated various features, and improved the design system.
Add new resident note
This feature enhances the therapist's initial visit to the platform. We offering a "template resident note" and displaying a “empty state illustration" to assist the therapist in creating new data on a blank page when resident information is unavailable.
Mark cases’ status
Card arrangement of notes
The notes are organized in a card format to make it easy for the therapist to quickly see what needs to be done without having too much to manage.
Examine the notebook's updates
Check the notes made by the caregiver to help determine what needs to be adjusted in case training.
Include pivotal notes in the bookmark collection
Bookmarks help therapists and caregivers fast review key results in cases when required.
Being a part of the initial start-up phase was invaluable, not just due to product design output (design system / MVP platform prototype/user research report) but throughout the business strategy planning (service blueprint/service layout); another company later followed up the project. In addition, I realized the significance of documentation and project management in teamwork and continuation (project development history/team database). Each role is critical. It’s challenging for teams to make decisions at every step, particularly when building a platform experience that satisfies users’ needs with implementing the best way to use the team's resources.
