Bambi
Connecting Hearts, Empowering Lives
Bambi provides a high-quality, individually tailored service to individuals with significant disabilities and promote their personal development while ensuring excellent working conditions for their dedicated employees
Brief
Design a communication app for caregivers, facilitating seamless interaction and support in delivering personalised services to individuals with significant disabilities.
Role
Ux Researcher. I advocated research, interviews, personas, competitive analysis and information architecture.
Time
2021 April, 8 Weeks.
Project Summary
The primary objective is the development of a specialised communication app that caters to caregivers, parents, and tutors. This app is designed to seamlessly facilitate interaction and offer crucial support in delivering personalised services to individuals with significant disabilities. By fostering effective communication and collaboration among these key caregivers, our goal is to enhance the quality of care and promote the personal growth of individuals with disabilities.a more intuitive and effective website catering to Sysarb's target audience.
Challenges
The primary in this project is to seamlessly integrate the needs of caregivers, parents, and tutors into a single, user-friendly communication app. This involves:
User Diversity
Balancing the varying needs, abilities, and preferences of caregivers, parents, and tutors while ensuring that the app remains accessible and easy to use for individuals with significant disabilities.
Effective Communication
Designing an interface that enables clear and efficient communication among users, fostering collaboration and information sharing while considering potential language and accessibility barriers.
Personas
To ground our design process in real user needs, we developed two personas based on userbase research. These personas served as a foundation for understanding our audience's goals and pain points, guiding each design decision to create a more intuitive and empathetic user experience.
The caregiver
Veronica, the student
“One of the most important things for me when starting a shift is to know how the client feels.”
- Works as an assistant to a person with severe disabilities
- Works part-time.
- Studies part-time
- 33 years old
- Female
Goals
- Provide good care
- Develop the client
- Efficient coordination
- More time for clients interest
- Work / life balance
Needs
- Information about the client
- Journal about what has happened before starting a shift
- Medicine
- Schedule
- Check list
- Assistant book
- Information on how to perform various tasks
- Understand clients needs
- Communication channel with parents/assistants
- Confirmation task has been performed
Tasks
- Reading (Facebook, Slack, Journals, handbook, emails, WhatsApp, SMS)
- Make sure routines are followed
- Keep track of daily schedule
- Write daily journal
- Write hand-off to next assistant
- Have the clients needs in focus
- Doctors appointments
- Administer medicine
- Plans day based on clients mood
- Teaches new assistants
- Contacts / informs relatives
- Writes deviation reports
Barriers & frustrations
- Lots of places to find information
- Information falls in between
- Hard to understand client
- Need to read on spare time
- Notes easily missed
- Easy to forget to write something down
- A lot of routines to learn
- Tasks that is not done on a regular basis is easily forgotten
The relative
Annette, the mother
“I hope they brush her teeth correctly.”
- Mom to a person with severe disabilities
- Works full time at an engineering company
- 45 years old
- Female
Goals
- Keep their child safe
- Build trust with caregiver
- Make sure their child is happy and have their needs met
- Wants to know what is happening in their child’s life
- For their child to live a happy & independent life
Needs
- Trust in the caregiver
- Knowledge of what is going on
- Efficient coordination with the caregiver
- Confirmation that the caregiver has understood new info
- All info in the same place
- Confirmation that caregiver do their job correctly and follow routines
- To feel secure that an caregiver knows what they are doing
- For their child to have a happy & independent life
- Easy communication with assistant
- Digestable information
Tasks
- Creates implementation plan with Bambi
- Keep caregiver updated
- Inform caregiver with new routines
- Makes sure she can trust caregiver
- Writes personal letter
- Confirms new caregiver
- Updates all channels with relevant information
Barriers & frustrations
- Many places to put information
- A lot of info to communicate
- Don’t know what is being done trough-out the day
- Can’t fully trust caregiver
- Share life with people you don’t know
- Dont know if their child enjoys themselves
- Unsure if caregiver have read and understood a new routine
- Doesn’t know if caregiver follow all information
From our debrief, empathy map, persona and user journey we found multiple opportunities where we can solve the users pain points with design decisions.
Opportunities
- All lists, routines and other information in one place
- All communication between caregivers, and between caregivers & parents in one place
- A way to easily communicate clients mood, to both parent and caregivers
- Help caregivers to remember what to do. Automate as much as possible
- Feedback that a task has been performed
- Make sure clients personality is not missed, all focus is put on routines and basic needs
- Confirmation that a new routine has been read and understood
- Simplifying the amount of information needed to be read up before starting work (easier to digest)
Design Process
"How might we [do x]. so that [objective y]"
Information gathered from the personas, and their respective empathy map and user journey were used to create "How Might We?" questions. Initially used patterns found in the debrief from 7 interviews. These "How Might We?" questions will aid in generating design decisions by presenting the problems in a compelling way.
Enjoyable
- How might we assure that the client as a person is not overlooked, so that the caregiver understands who the client is??
Effective
- How might we simplify communication with everyone involved?
- How might we help caregivers remember when and how to do something?
- How might we simplify the amount of information that needs to be digested before starting a shift?
- How might we create confirmation feedback, so that both caregivers and parents can see that new routine has been read and understood?
Need
- How might we unify information into one place, so that it becomes more easily accessible? (Routines/lists/journal/assistant book)
- How might we create confirmation feedback, so that both caregivers and parents can see that a task/routine has been performed?
- How might we easily communicate a clients wellbeing?
- How might we build trust between parents and caregiver?
Design decisions
Based on the above research and insights, we developed a user flow and a design system.
Conclusion
Establishing a constant feedback loop with users and stakeholders ensured we could swiftly address issues, while comprehensive documentation facilitated shared understanding. Patience and persistence proved essential, and a commitment to continuous learning remains a core principle.