Funaging Elderly Educational Service by Ting-Han Chen

Home > Winners > #145605




DESIGN DETAILS
DESIGN NAME:
Funaging

PRIMARY FUNCTION:
Elderly Educational Service

INSPIRATION:
FunAging is an educational brand in Taiwan offering smartphone app courses of various topics to accompany and empower the elderly, enabling them to maintain a social life and enjoy learning new things. FunAging disseminates the new course information with the elderly via LINE, a widely used social app in Taiwan, also among the elderly. But many newbies have difficulties in using it, especially in registering courses via LINE, as it does not optimize its overall design for the elderly. How might we better redesign the overall service, especially for the course registration experience, for the elderly?

UNIQUE PROPERTIES / PROJECT DESCRIPTION:
Difficulties in registering the class for the elderly, such as unaware of key information during the process, unable to find specific function, or uncertainty for whether they have successfully registered the class, and so forth. In this project, we use senior-centered service design thinking to review the overall class registration process to identify key UX problems. A set of systematic design diagnosis clarifies the design issues, with insightful design deliverables, to make the service more fluent and effective.

OPERATION / FLOW / INTERACTION:
We identify 12 UX issues in the customer journey mapping. With corresponding elderly-first design prescriptions, a new service workflow is implemented, with user interface and design artifacts remodeled. In the end, the percentage of elderly calling for help during the registration process has been decreased from 20% to 0 in a short period.

PROJECT DURATION AND LOCATION:
The project started in June 2022 and finished in Dec 2022 in Taipei.

FITS BEST INTO CATEGORY:
Meta, Strategic and Service Design

PRODUCTION / REALIZATION TECHNOLOGY:
We employ the following focus as our design approaches: (1) Customer journey mapping; (2) Sorting out the main axes of the customer journey; (3) Consolidation of key touchpoints on the main axis; (4) Interface design (UI/UX) on key touchpoints; (5) Experience iterations. Through implementation, we evaluate the direction of revision through the actual use by the elderly users, and the "experience iteration" goes back and forth many times, approaching the final and perfect design outcome.

SPECIFICATIONS / TECHNICAL PROPERTIES:
1. Optimized service workflow, UI elements and graphic assets; 2. MENU architecture, and Event Cards templates for LINE App. 3. Improved service logic and guidelines.

TAGS:
service design, elderly, senior-centered, accessible design, older adults, senior users, inclusive design, universal design, aging, senior citizens

RESEARCH ABSTRACT:
This project attempts to improve FunAging's online registration experience for the elderly. We used a more macro service design perspective to tackle interface operation problems under technical constraints. Through elderly-centered service design thinking, the percentage of elderly calling for help during the registration process has been decreased from 20% to 0 in a short period.

CHALLENGE:
Since LINE has covered 95% of Taiwanese population’s social media use, deeply tied to the elderly’s daily social lives, it’s not practical to introduce new platforms to pull them out of what they have already accustomed to. However, LINE app doesn't provide open source code for flexible customization, thus we had to invent new techniques under LINE's technical constraints to align with elderly's cognitive capabilities. For instance, some elderly can't remember which classes they have had registered. Hence, we design a pictorial card with class information to be saved on their smart phone as their reminder. Or, as it's not possible to adjust character spacing and line spacing, we use rephrasing and blank lines to enhance readability for the paragraphs. These details are not obvious, but play a big role.

ADDED DATE:
2022-09-30 17:56:38

TEAM MEMBERS (1) :


IMAGE CREDITS:
Ting-Han Chen, 2022.



CLIENT/STUDIO/BRAND DETAILS
NAME:
Play Design Lab

PROFILE:
Play Design Lab is a Taipei-based cross-disciplinary design practice specializing in experience design. For the past years, they have created systems, installations, and brands for their clients and end customers, and had gained worldwide recognitions including iF Design Award, Fast Company's Innovation by Design Award, Communication Arts, and Muse Design Awards.



NOMINATION DETAILS

Funaging Elderly Educational Service by Ting-Han Chen is a Nominee in Meta, Strategic and Service Design Category.

· This project is currently confidential as results have not been announced yet. Images and further details of the project is not available for public yet, please check back later. If you are the owner of this design, please login to view the images.

· Click here to register today inorder to be able to view the profile and other works by Ting-Han Chen when results are announced.


AWARD DETAILS

Funaging Elderly Educational Service by Ting-Han Chen is Winner in Meta, Strategic and Service Design Category, 2022 - 2023.



· Press Members: Login or Register to request an exclusive interview with Ting-Han Chen.

· Click here to register inorder to view the profile and other works by Ting-Han Chen.


SOCIAL
+ Add to Likes / Favorites | Send to My Email | Submit Comment | Comment | Testimonials | View Press-Release | Press Kit | Translations


COMMENTS
Mark Allen Comment #98917 on June 21, 2023, 3:26 pm
This is an amazing work that is sure to empower the elderly and make their lives better through improved service design. It is impressive how the team managed to find a way around the technical constraints of the LINE platform to create an experience that meets the needs of the elderly users. The creative use of pictorial cards, rephrasing and blank lines to enhance readability, and customer journey mapping and experience iterations to evaluate and improve the design are commendable. Congratulations to the team for creating such a successful work!

Did you like Ting-Han Chen's Service Design?
You will most likely enjoy other award winning service design as well.
Click here to view more Award Winning Service Design.


Did you like Funaging Elderly Educational Service? Help us create a global awareness for good service design worldwide. Show your support for Ting-Han Chen, the creator of great service design by gifting them a nomination ticket so that we could promote more of their great service design works.

See other A' Design Award and Competition WinnersA' Design Award Presentation Submit Your Designs
 
design award logo

BENEFITS
THE DESIGN PRIZE
WINNERS SERVICES
PR CAMPAIGN
PRESS RELEASE
MEDIA CAMPAIGNS
AWARD TROPHY
AWARD CERTIFICATE
AWARD WINNER LOGO
PRIME DESIGN MARK
BUY & SELL DESIGN
DESIGN BUSINESS NETWORK
AWARD SUPPLEMENT

METHODOLOGY
DESIGN AWARD JURY
PRELIMINARY SCORE
VOTING SYSTEM
EVALUATION CRITERIA
METHODOLOGY
BENEFITS FOR WINNERS
PRIVACY POLICY
ELIGIBILITY
FEEDBACK
WINNERS' MANUAL
PROOF OF CREATION
WINNER KIT CONTENTS
FAIR JUDGING
AWARD YEARBOOK
AWARD GALA NIGHT
AWARD EXHIBITION

MAKING AN ENTRY
ENTRY INSTRUCTIONS
REGISTRATION
ALL CATEGORIES

FEES & DATES
FURTHER FEES POLICY
MAKING A PAYMENT
PAYMENT METHODS
DATES & FEES

TRENDS & REPORTS
DESIGN TRENDS
DESIGNER REPORTS
DESIGNER PROFILES
DESIGN INTERVIEWS

ABOUT
THE AWARD
AWARD IN NUMBERS
HOMEPAGE
AWARD WINNING DESIGNS
DESIGNER OF THE YEAR
MUSEUM OF DESIGN
PRIME CLUBS
SITEMAP
RESOURCE

RANKINGS
DESIGNER RANKINGS
WORLD DESIGN RANKINGS
DESIGN CLASSIFICATIONS
POPULAR DESIGNERS

CORPORATE
GET INVOLVED
SPONSOR AN AWARD
BENEFITS FOR SPONSORS
IMPRESSUM IMPRINT

PRESS
DOWNLOADS
PRESS-KITS
PRESS PORTAL
LIST OF WINNERS
PUBLICATIONS
RANKINGS
CALL FOR ENTRIES
RESULTS ANNOUNCEMENT

CONTACT US
CONTACT US
GET SUPPORT

Good design deserves great recognition.
A' Design Award & Competition.