In this project, Ting-Han Chen utilized senior-centered service design thinking to identify and address key user experience (UX) problems in the class registration process. Through a systematic design diagnosis, insightful design deliverables were created to make the service more fluent and effective. The goal was to ensure that the elderly could easily navigate the registration process, access important information, and have a seamless experience from start to finish.
One of the main challenges encountered was the lack of awareness among elderly users regarding key information during the registration process. Many seniors struggled to find specific functions or determine whether they had successfully registered for a class. To tackle these issues, Ting-Han Chen employed a range of design approaches, including customer journey mapping, consolidation of key touchpoints, and interface design (UI/UX) enhancements.
Through the implementation of these design strategies, the team evaluated the direction of revision based on the actual usage by elderly users. The process of "experience iteration" involved multiple iterations and refinements to approach the final and perfect design outcome. The result was a significantly improved class registration process that addressed the specific needs and challenges faced by elderly users.
The redesigned service workflow, optimized UI elements, and graphic assets ensured a more user-friendly experience for the elderly. Additionally, the introduction of MENU architecture and Event Cards templates for the LINE app enhanced the overall service logic and guidelines.
Notably, the impact of the redesign was evident in the decrease in the percentage of elderly users requiring assistance during the registration process. What was once a 20% call-for-help rate dropped to an impressive 0% in a short period of time.
The Funaging project, which took place in Taipei from June 2022 to December 2022, exemplifies the power of senior-centered design in creating inclusive and accessible services for older adults. By addressing the unique challenges faced by senior citizens, Ting-Han Chen successfully transformed the class registration experience, empowering the elderly to embrace technology and continue their lifelong learning journey.
Funaging's innovative approach to enhancing elderly educational services through senior-centered design has garnered recognition in the design community. The project was awarded the Iron A' Design Award in 2023, a prestigious accolade that celebrates well-designed, practical, and innovative creations that meet professional and industrial requirements. This recognition highlights the impact of Funaging in integrating industry best practices and competent technical characteristics, ultimately contributing to a better world.
Project Designers: Ting Han Chen
Image Credits: Ting Han Chen
Project Team Members: Ting Han Chen
Project Name: Funaging
Project Client: Ting Han Chen