Time: 2022
Duration: 3 months
Intro: Empathy care is a mobile app that enhance the volunteer experience at the nursing hospital.
My role: This is an independent design project for which I conducted user research, user interview, contextual inquiry, user journey mapping, competitor analysis, speculative design, lo-to-hi fi prototyping, usability testing.

Background:

Throughout my volunteer experience at the nursing home, I identified a challenge related to the utilitarian nature of young people's volunteer service and the prevalent sense of self-worthlessness among the elderly.
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Problem statements:

How might we enhance the volunteer experience for elderly?
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Solutions:

By integrating APP, product, and space design,the solution aims to enhance the volunteer experience for elderly. Additionally, a series of service processes will be implemented to specifically target and reduce the feelings of loneliness experienced by the elderly. The ultimate goal of this design is to create a volunteer experience that fosters mutual benefit for both the younger and older generations involved.
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1.An application designed to provide comprehensive service information,enabling volunteers to better prepare for their activities in advance.

2. A product aimed at recording and archiving the volunteer service process.It could be in the form of a digital tool or physical device that captures key moments, reflections, and outcomes during volunteer activities, creating a valuable archive for future reference, analysis, and storytelling.

3. An Interactive Space for Elderly-Volunteer Interaction to facilitate meaningful interactions between the elderly and volunteers

In China, the aging population and evolving family structures have created a pressing need for volunteer service in nursing homes. With many elderly individuals lacking familial support and facing a shortage of professional caregivers, volunteers play a crucial role in addressing the growing demand for elderly care services. Despite efforts to improve standards, concerns persist about the quality of care provided in some nursing homes, highlighting the importance of supplementary support from volunteers. By offering companionship, emotional support, and recreational activities, volunteers mitigate social isolation and loneliness among elderly residents, fostering community engagement and integration.

I conducted user interviews to gather insights from both volunteers and elderly individuals regarding their experiences at nursing homes and their motivations. These interviews aimed to refine my solutions and effectively address the identified challenge.

Based on the analysis of the pain points, it's evident that feelings of loneliness and a diminished sense of self-worth among the elderly are significant challenges. Addressing these issues requires a multifaceted approach that leverages the theory of empathy. By designing an app, product, and space that prioritizes empathy, volunteers can better connect with and support the elderly community.

To enhance service delivery, I've created a device blueprint that offers a comprehensive overview of the service process. This blueprint details both front-stage and back-stage activities, as well as interactions between volunteers and the elderly.

By combining memory carriers for the elderly with memory cards to track the service process, this physical product aims to enhance communication and streamline documentation during volunteer interactions with elderly individuals.

The devices serve as message callers during the service process. Memory carriers can be worn or carried by the elderly, ensuring easy access at all times. They are equipped with features such as large buttons, clear displays, and audible alerts to facilitate communication.

Memory cards are used to keep track of the service process. Each memory card is associated with a specific elderly individual and contains relevant information about their interactions with volunteers. Details recorded on memory cards include the date and duration of service, activities participated in, as well as any special preferences or needs of the elderly individual.
Volunteers and staff can update and maintain memory cards to ensure accurate documentation of volunteer interactions, fostering a comprehensive understanding of each elderly individual's service history.

The space is designed to serve multiple functions, acting as both a display area for memory carriers and a communication zone for volunteers and elderly individuals to interact.

Display Area for Memory Carriers:

Communication Zone for In-Person Interaction:

The improvements made through usability testing have significantly enhanced the accessibility of the Empathy Care app for elderly and volunteers, ensuring that they can fully participate in and benefit from the volunteer experience at the nursing hospital.

Each volunteer can create a profile with their contact information, availability, and skills through volunteer profile. Access to training materials such as manuals, videos, quizzes, and interactive modules covering hospital policies, procedures, and patient care basics. Volunteers can complete all assigned training modules and review materials regularly to stay informed and prepared for their responsibilities.

This feature enables real-time communication, facilitates quick exchanges of information, and fosters collaboration among volunteers and staff members. Volunteers can participate in group chats or channels dedicated to specific topics, projects, or shifts. Volunteers can also send private messages to individual hospital staff or volunteer coordinators for confidential or specific inquiries.

Volunteers can upload memories or records of their interactions with elderly patients into a digital archive within the app. This feature allows volunteers to document meaningful moments, activities, or conversations with elderly patients, preserving their memories and experiences for future reference and reflection. Volunteers can tag and categorize uploaded memories based on relevant criteria such as patient name, date, location, or activity type. Uploaded memories are automatically linked to the respective profiles of elderly patients within the app. Integration with elderly profiles allows volunteers, caregivers, and healthcare professionals to access relevant memories and update patient information based on recent interactions and observations.

The app includes a feed or timeline where volunteers can discover and browse service stories shared by other volunteers. The story feed provides a centralized place for volunteers to explore and engage with a variety of service stories, fostering a sense of community and connection among volunteers. Each service story includes detailed information about the volunteer's experience, including the date, location, activities performed, and interactions with patients or staff. Volunteers can like, comment on, and share service stories with their peers within the app.

Designing the Empathy Care app has been a deeply rewarding experience, prompting reflection on the importance of empathy, collaboration, and innovation in creating meaningful solutions that enhance the volunteer experience for the elderly in nursing hospital settings. I am excited to see the positive impact that the app will have on fostering connections, reducing loneliness, and promoting mutual benefit within the nursing hospital community.

Understanding the Needs of Elderly Volunteers
Throughout the design process, I gained a profound understanding of the unique needs and preferences of elderly volunteers. Recognizing the importance of creating a user-friendly and accessible app, I focused on simplifying the user interface, incorporating larger text sizes, and implementing intuitive navigation features to accommodate users with varying levels of technological proficiency.

Addressing Feelings of Loneliness
The design goal of targeting and reducing feelings of loneliness among the elderly presented a significant opportunity to leverage technology and human-centered design principles. By integrating features that facilitate meaningful interactions between volunteers and elderly individuals, such as the Interactive Space for Elderly-Volunteer Interaction, I aimed to create a sense of connection and belonging within the nursing hospital community.

Fostering Mutual Benefit
‍One of the most inspiring aspects of designing the Empathy Care app was the emphasis on fostering mutual benefit for both the younger and older generations involved. By creating an ecosystem where volunteers can contribute their time and skills to support elderly individuals while also experiencing personal growth and fulfillment, I sought to create a symbiotic relationship that enriches the lives of all participants.

Embracing Multidisciplinary Approaches
‍Integrating app, product, and space design allowed for a holistic approach to enhancing the volunteer experience for the elderly. By collaborating across disciplines and drawing on insights from fields such as human-computer interaction, industrial design, and environmental psychology, I was able to create a comprehensive solution that addresses the diverse needs and challenges faced by elderly volunteers in nursing hospital settings.

Commitment to Continuous Improvement: Throughout the design process, I remained committed to iterative design principles, continuously seeking feedback from stakeholders and incorporating user insights to refine and enhance the Empathy Care app. By embracing a mindset of continuous improvement, I am confident that the app will evolve to better meet the evolving needs of elderly volunteers and contribute positively to their overall well-being.