Telemedicine for the elderly provides the priceless gift of preserved independence – but to ensure adoption, the products must take their unique needs and abilities into account.

Challenge

Our client was transforming their successful telemedicine and remote health monitoring services into a mobile app. Their elderly users were satisfied overall, but troubleshooting and maintenance often meant sending a technician to the home to deal with the client’s outdated devices, resulting in higher costs and frustration. Cumbersome, redundant elements needed to be streamlined and modernized in a way that did not alienate users, who were generally fearful of technology.

We created an experience map of a typical user discovering a long-undiagnosed chronic illness to gain better understanding. Our empathy map revealed that users were concerned about their health but minimized their feelings as they were worried about becoming a burden to their loved ones. Creating user personas based on our research gave us a concrete person to empathize with and design for.

Solution

We facilitated empathy workshops with stakeholders to understand and prioritize user needs and get everybody on the same page. We included a diverse group of participants in order to rapidly generate a broad range of ideas. We discovered the need to simplify the onboarding process, integrate third-party health monitoring devices, protect sensitive data, and include convenient features such as medication reminders to help users stay on track.

Stay tuned for Part 2 to find out how we optimized onboarding

Maplab is a strategic design studio that brings a human-centered approach to creating digital experiences.

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