Situation
Adults struggle to organise their Social Care, in the current complex health system
Task
My role was to design a 'one-stop-shop' product that enabled users to find all they needed, in one place
Action
To develop an "all-in-one" approach using tech available
I began by discussing the brief, creating user personas, and conducting research and interviews. Collaborating with the CEO, I developed user journeys, identified risks, and built a healthcare journey board.
I sketched paper prototypes for the chatbot interface, screen layouts, and support dashboard, creating visual designs for AI chatbot interactions. Through A/B testing and user feedback, I refined the designs to improve clarity and usability.
I developed an "all-in-one" approach, enhancing the Customer Experience (CX) by fostering emotional connections and continuously researching the challenges faced by those seeking care.
Result
Users were very positive and excited about the product, and its ease of use
Many users said they wished they had this product when seeking Home Care for their parents or partners.
I continued to grow the idea, and mapped more sections of the customer journey, to work in the Agile Sprint, finessing sections, collaborating with the PO, CEO, and IA, and Identifying key touchpoints where the AI solutions would enhance the experience. Below are some Initial sketches, simplifying thoughts on uniting the Requester and Carer needs, as well as breaking information into sections.
Sketched Paper Prototyping
Development of journey plan
Organising data and visualising the smooth Service Design flow
Focusing on user needs, I created journey steps for a Slide Deck to illustrate accessibility ideas. I introduced UCD pop-up Help Cards, CTA points, and soft prompts to enhance user understanding in unclear areas.
Leveraging my Graphic Design/UI background, I built the Slide Deck around two key personas, showcasing a visual flow with alternative states to help stakeholders and investors visualize our mission and Service Design approach.
Winning investment & Developing a Humanised AI Bot, with User Empathy
My goal was to create not just another 'sales' bot. After researching virtual assistants in medical and government sectors, I developed a friendly, human-like AI avatar integrated it into the product design and summarised the development and sketches into the Slide Deck.
Combining the team's work into a slide deck journey, along with proof of concept and research won a round of investment and garnered praise for research and the Cute humanised Avatar Bot design.
Developing a Brand, despite agile 'start-up mode' multiple changes
Taking a pragmatic approach to evolving start-ups, I designed alternate logos as the project name and focus shifted. I used consistent brand colors to reflect core values—health, trust, care, and passion—and created a circular design to symbolize holistic care.
As the project name changed, I adapted the logo to fit each new identity, including a pulse for Neighbourhood Care and finally, LifeBook. I incorporated "Home is where the heart is" by animating icons into the logo, symbolizing the unification of social care at home.
Refined logo designs
Using the colours developed and maintaining the symbolic joining of elements
Strong simple branding and a refined identity
Linked to colour psychology and associations, the palette was kept simple yet effective. Fonts were carefully selected and tested for accessibility and legibility, considering future-proof usage.
First designs, proactively building on user needs and ease of interaction
The Bot, designed to be warm, empathetic, and trustworthy, leads the app by introducing itself and assisting users immediately. It interacts in real-time, addressing care location issues and answering questions as a personal AI helper.
Agile development methodology
Using an agile approach, I refined the design based on initial testing. Feedback was positive, highlighting the AI Bot Host, clear icons, and legible layout. Users and carers appreciated the new finance, health, and guidance features, as well as the secure chat functions connecting them with family and carers.
Dashboard designs, a single focal point for users
I designed a user-friendly dashboard as a central hub for notifications, messages, and updates, using consistent icons for intuitive interaction. Key functions are easily accessible, ensuring seamless social connections for users and their families.
Building Service and Increased Patient Trust
The AI host, designed for clear, user-friendly interactions, was well-received in testing. It guided users through topics like finances, training, and work-life balance while answering questions promptly. Users valued the ability to personalise the Bot, deepening emotional engagement and making it something they could proudly share with others.
Introducing users to the AI tech, and the benefits of signing up
The landing page introduces the concept and offers distinct paths based on care needs. The AI bot is introduced immediately to build curiosity, familiarity, and trust, particularly for older users who might find a complex avatar unsettling.
For Care Requesters: It guides seeking care, assessments, health, finance, and benefits.
For Care Workers: It offers information on joining a new company with better benefits, focusing on finances and work-life balance.
Boosting User Loyalty
My goal was to improve life for end users, families, and carers.
I created an industry-disrupting solution focused on navigation and accessibility, designing a user-centred platform for finding care easily.
This Boosted Patient Loyalty. Users found the AI Bot engaging and emotionally connecting, with Pop-Up Help cards making navigation effortless. Many wished they had this app years ago for home care.
The empathetic AI Carebot, customizable to user preferences, offers comfort and support around the clock.