To explore the world of care homes, we spoke to several clients, inhabitants, clients’ family members, and employees with different roles in the care process. This way, we gained a holistic view of the care process and its influences on the user experience.
We discovered that the elderly’s family members have to take on unexpected responsibilities, are critical in communication, and struggle with emotional and administrative burdens. By including the experiences of both clients and their relatives in the customer journey, we created a visual overview of the similarities and differences.
The journey was the starting point for the ideation phase, in which we explored the different opportunity areas; was nothing there yet, and the lack of this information was the underlying cause of many pains later in the process. As a result, we targeted clients’ family members to provide them with information on the process of care homes.
A design sprint resulted in a simple concept of a website containing general information on the process of rehabilitation and the possible scenarios that come afterwards. We prototyped, tested, and validated the desirability with the care home staff and the clients’ family members. After also having clarity, usability, and accessibility validated, it was time to make this prototype a reality, leading us to the last and most crucial step.
To launch our design, we worked together with a development team that created the website that is now live.