Empathy care
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.
Overview
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
Background
In China, the aging population and changing family dynamics have increased the need for volunteers in nursing homes. With fewer family members available and a shortage of professional caregivers, volunteers are vital in providing companionship, emotional support, and activities. This helps reduce social isolation and improve the quality of care for elderly residents.
User profile
User interview
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.
Servive blueprint
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.
Product design
Combining memory carriers and tracking memory cards, this physical product improves communication and documentation during volunteer interactions with elderly individuals.
  • Memory Carriers: Worn or carried by the elderly, these devices have large buttons, clear displays, and audible alerts for easy communication.
  • Memory Cards: Track service details such as dates, durations, activities, and preferences. Each card is linked to a specific elderly person and updated by volunteers and staff to maintain accurate records.
Space design
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:
  • The designated space prominently showcases memory carriers, ensuring they are easily visible and accessible for volunteers.
  • Memory carriers are arranged or displayed in a manner that attracts attention, facilitating volunteers in selecting the appropriate device for their interactions with the elderly.
Communication Zone for In-Person Interaction:
  • Furnished with comfortable seating and appropriate lighting, the space creates a welcoming environment conducive to conversation and connection.
  • Volunteers and elderly individuals utilize this area to engage in in-person discussions, fostering rapport and establishing a personal connection before the service process begins.
  • Discussions may cover a range of topics including interests, preferences, past experiences, and any specific needs or concerns, laying the foundation for a personalized and fulfilling volunteer experience.
Flow Chart
User testing
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.
  • Streamlined Navigation: Usability testing revealed navigation issues for elderly volunteers, which we addressed by simplifying menu structures, enlarging fonts, and using clear icons to improve ease of use.
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  • Enhanced Accessibility Features: Usability testing highlighted the need for features like larger text, adjustable contrast, and screen reader compatibility, which we added to make the app more accessible for elderly volunteers and improve their overall experience.
  • Improved Feedback Mechanisms: Usability testing showed that elderly volunteers benefit from clear feedback and guidance. We improved the app with clear instructions, visual task confirmations, and on-screen prompts to support users as they navigate the app.
Prototype
Providing training resources for volunteers
Volunteers can create profiles with contact details, availability, and skills. They access training materials like manuals, videos, and quizzes on hospital policies and patient care, and can complete and review these modules to stay prepared.
Communication Channels
Built-in messaging or chat functionality for communication between volunteers, hospital staff, and volunteer coordinators
This feature supports instant messaging and group chats for volunteers and staff, enabling quick information exchange and collaboration. Volunteers can also send private messages for specific or confidential inquiries.
Uploading Service Memory into Archive:
Empower volunteers to contribute meaningfully to the care and well-being of elderly patients, promote continuity of care
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.
Discovery of Service Stories
Create a vibrant and engaging platform that celebrates volunteer contributions, promotes knowledge sharing and collaboration
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.
Reflection
Understanding the Needs of Elderly Volunteers
Understanding Elderly Volunteers' Needs: I learned about the specific needs and preferences of elderly volunteers, emphasizing a user-friendly, accessible app with larger text, simple navigation, and intuitive features to accommodate varying tech proficiency.
Addressing Feelings of Loneliness
The design goal to reduce elderly loneliness utilized technology and human-centered design principles. By incorporating features like the Interactive Space for Elderly-Volunteer Interaction, the aim was to foster meaningful connections and a sense of belonging within the nursing home community.
Fostering Mutual Benefit
One of the most inspiring aspects of designing the Empathy Care app was creating mutual benefits for both younger and older generations. By enabling volunteers to support elderly individuals while also experiencing personal growth, the design aimed to foster a symbiotic relationship that enriches all participants' lives.
Embracing Multidisciplinary Approaches
‍Integrating app, product, and space design provided a holistic approach to enhancing the volunteer experience for the elderly. By combining insights from human-computer interaction, industrial design, and environmental psychology, I developed a comprehensive solution that addresses the diverse needs and challenges faced by elderly volunteers in nursing hospital settings.
© Jinlan Huang 2024