Designing an app to connect families and care teams
Designing an app to connect families and care teams
Designing an app to connect families and care teams
An app to enhance care delivery and family engagement within Canadian long-term care homes
An app to enhance care delivery and family engagement within Canadian long-term care homes
Client
Client
Client
Providence Research
Providence Research
Duration
Duration
Duration
January 2024 - April 2024 (School Industry Project)
January 2024 - April 2024 (School Industry Project)
My Role
My Role
My Role
UX/UI Designer
UX/UI Designer
UX/UI Designer
Team
Team
Team
Client team of 12 stakeholders, 1 Project Manager, 1 UX designer, 2 Developers
Client team of 12 stakeholders, 1 Project Manager, 1 UX designer, 2 Developers
Client team of 12 stakeholders, 1 Project Manager, 1 UX designer, 2 Developers
(Team Photo: We are Team Sunnyside)
(Team Photo: We are Team Sunnyside)
About the project
About the project
I designed two main features: care updates and logging
I designed two main features: care updates and logging
Oasis Connect was a collaborative industry project at the Centre for Digital Media, developed in partnership with Providence Health Innovation, Research + Engagement (PHIR+E).
I had the opportunity to design two key features - care updates and logging - that were successfully implemented and tested in 10 rooms at Youville Residence, Vancouver, BC.
Oasis Connect was a collaborative industry project at the Centre for Digital Media, developed in partnership with Providence Health Innovation, Research + Engagement (PHIR+E).
I had the opportunity to design two key features - care updates and logging - that were successfully implemented and tested in 10 rooms at Youville Residence, Vancouver, BC.
Let's dive in! Take 1 minute to watch the trailer.
Let's dive in! Take 1 minute to watch the trailer.
Let's dive in! Take 1 minute to watch the trailer.
Implemented feature 1.2: Dining Experience
Implemented feature 1.2: Dining Experience
Noah, a long-term care resident, had a decent dinner with mostly soft foods like mashed potatoes. He ate well and didn’t seem bothered by his teeth.
Noah, a long-term care resident, had a decent dinner with mostly soft foods like mashed potatoes. He ate well and didn’t seem bothered by his teeth.
Noah, a long-term care resident, had a decent dinner with mostly soft foods like mashed potatoes. He ate well and didn’t seem bothered by his teeth.
Staff
Staff
Staff
Staff input
Staff input
Staff input
Record meal consumption percentages (e.g., 25%, 50%, 75%, or 100%) for each meal.
Record meal consumption percentages (e.g., 25%, 50%, 75%, or 100%) for each meal.
Record meal consumption percentages (e.g., 25%, 50%, 75%, or 100%) for each meal.
Notes section for additional context on meal data.
Notes section for additional context on meal data.
Notes section for additional context on meal data.
Family
Family
Family
Display in family’s side
Display in family’s side
Display in family’s side
Detailed daily meal consumption breakdowns.
Detailed daily meal consumption breakdowns.
Detailed daily meal consumption breakdowns.
Weekly dining trends displayed visually in using charts.
Weekly dining trends displayed visually in using charts.
Weekly dining trends displayed visually in using charts.
Contextual insights and summarized messaging for families
Contextual insights and summarized messaging for families
Contextual insights and summarized messaging for families
Implemented feature 1.3: Weight trend
Implemented feature 1.3: Weight trend
Compared to six months ago, Noah gained 0.5 kg. Great job keeping steady, keep it up!
Compared to six months ago, Noah gained 0.5 kg. Great job keeping steady, keep it up!
Compared to six months ago, Noah gained 0.5 kg. Great job keeping steady, keep it up!
Staff
Staff
Staff
Staff input
Staff input
Staff input
Record residents' weights immediately after measurement or input past weight data
Record residents' weights immediately after measurement or input past weight data
Record residents' weights immediately after measurement or input past weight data
Family
Family
Family
Display in family’s side
Display in family’s side
Display in family’s side
Observe long-term weight trends of residents
Observe long-term weight trends of residents
Observe long-term weight trends of residents
Implemented feature 2: Log call bell request & Export data
Implemented feature 2: Log call bell request & Export data
The call bell went off in Room 308! Ted requested to use the bathroom. Staff log call-bell requests after they come and respond to the request.
The call bell went off in Room 308! Ted requested to use the bathroom. Staff log call-bell requests after they come and respond to the request.
The call bell went off in Room 308! Ted requested to use the bathroom. Staff log call-bell requests after they come and respond to the request.
Staff log call-bell request data within 3 clicks
Staff log call-bell request data within 3 clicks
Staff log call-bell request data within 3 clicks
select one or multiple categories from six predefined options to log resident requests
select one or multiple categories from six predefined options to log resident requests
select one or multiple categories from six predefined options to log resident requests
Generate periodic exports to know the frequency of each category
Generate periodic exports to know the frequency of each category
Generate periodic exports to know the frequency of each category
Implemented feature 3: Switch Button & Access code
Implemented feature 3: Switch Button & Access code
A switch button was designed to enable seamless transitions between staff-side dashboard, residents family side dashboard and logging feature.
A switch button was designed to enable seamless transitions between staff-side dashboard, residents family side dashboard and logging feature.
A switch button was designed to enable seamless transitions between staff-side dashboard, residents family side dashboard and logging feature.
A shareable iPad that supports quick switching between users
A shareable iPad that supports quick switching between users
A shareable iPad that supports quick switching between users
Enables staff to quickly switch to the family side and logging feature when needed
Enables staff to quickly switch to the family side and logging feature when needed
Enables staff to quickly switch to the family side and logging feature when needed
Allow staff conducting an overall check after inputting in staff-side
Allow staff conducting an overall check after inputting in staff-side
Allow staff conducting an overall check after inputting in staff-side
We require staff code to access staff-side and log feature.
We require staff code to access staff-side and log feature.
We require staff code to access staff-side and log feature.
Highlights from the original project brief
Highlights from the original project brief
Staff shortages in long-term care homes result in staff burnout, with nurses spending 49% of their time on communication, leaving less time for direct care.
Staff shortages in long-term care homes result in staff burnout, with nurses spending 49% of their time on communication, leaving less time for direct care.
Staff shortages in long-term care homes result in staff burnout, with nurses spending 49% of their time on communication, leaving less time for direct care.
Why this was an important problem to solve
Why this was an important problem to solve
Communication gap between staff and Residents’ families
Communication gap between staff and Residents’ families
Communication gap between staff and Residents’ families
Families want more insights into their loved ones' daily care and activities. Current verbal updates, physical notes, and clinical digital tools are inefficient for sharing information about residents.
Families want more insights into their loved ones' daily care and activities. Current verbal updates, physical notes, and clinical digital tools are inefficient for sharing information about residents.
Families want more insights into their loved ones' daily care and activities. Current verbal updates, physical notes, and clinical digital tools are inefficient for sharing information about residents.
How might we keep families updated on their loved ones' care?
How might we keep families updated on their loved ones' care?
How might we keep families updated on their loved ones' care?
Initial idea 1
Initial idea 1
I customized a shareable dual-system dashboard for LTCS where staff input data is instantly displayed on the residents’ family side.
I customized a shareable dual-system dashboard for LTCS where staff input data is instantly displayed on the residents’ family side.
I customized a shareable dual-system dashboard for LTCS where staff input data is instantly displayed on the residents’ family side.
I pitched a concept featuring a dual-system dashboard: the resident dashboard and the centralized staff dashboard. The staff dashboard integrates with the resident dashboard, allowing staff to input information that families care about, which is then displayed on the resident side.
I pitched a concept featuring a dual-system dashboard: the resident dashboard and the centralized staff dashboard. The staff dashboard integrates with the resident dashboard, allowing staff to input information that families care about, which is then displayed on the resident side.
I pitched a concept featuring a dual-system dashboard: the resident dashboard and the centralized staff dashboard. The staff dashboard integrates with the resident dashboard, allowing staff to input information that families care about, which is then displayed on the resident side.
Staffs record residents' dining habits, care activities, and weight in a few clicks, then the data is visualized to the resident dashboard
Staffs record residents' dining habits, care activities, and weight in a few clicks, then the data is visualized to the resident dashboard
Flow 1: Dining Experience
Flow 1: Dining Experience
Flow 1: Dining Experience
1
1
Select a meal type
Select a meal type
4
4
Add related notes (optional)
Add related notes (optional)
2
2
Select eating amount as a percentage
Select eating amount as a percentage
5
5
Redirected to default page
Redirected to default page
3
3
Select a meal type
Select a meal type
6
6
Transfer to the family side
Transfer to the family side
Flow 1: Dining Experience
Flow 1: Dining Experience
Flow 1: Dining Experience
1
1
Select a care tag
Select a care tag
4
4
Redirected to default page
Redirected to default page
2
2
Add related notes (optional)
Add related notes (optional)
5
5
Transfer to the family side
Transfer to the family side
3
3
Submit data
Submit data
6
6
View related notes
View related notes
Next problem
Next problem
Communication gap between staff among resident
Communication gap between staff among resident
Communication gap between staff among resident
Once the call bell rings at the nurse station, it only displays the room number without indicating the resident’s request. This lack of information can result in tasks being assigned to the wrong person and unnecessary back-and-forth
Once the call bell rings at the nurse station, it only displays the room number without indicating the resident’s request. This lack of information can result in tasks being assigned to the wrong person and unnecessary back-and-forth
Once the call bell rings at the nurse station, it only displays the room number without indicating the resident’s request. This lack of information can result in tasks being assigned to the wrong person and unnecessary back-and-forth
Initial problem
Initial problem
How might we enhance the current call bell system?
How might we enhance the current call bell system?
How might we enhance the current call bell system?
Initial idea 2
Initial idea 2
Enhance current call bell system with a triaging feature
Enhance current call bell system with a triaging feature
Enhance current call bell system with a triaging feature
I proposed a concept that requires the resident to select the category of the request on the call bell located on the wall before staff come to check the resident’s inquiry. Then, the tasks will be triaged to the right person at the nurse station’s call bell. Also, if the staff is unable to fulfill the task or needs extra assistance after they arrive at the resident’s room, they can reassign the task.
I proposed a concept that requires the resident to select the category of the request on the call bell located on the wall before staff come to check the resident’s inquiry. Then, the tasks will be triaged to the right person at the nurse station’s call bell. Also, if the staff is unable to fulfill the task or needs extra assistance after they arrive at the resident’s room, they can reassign the task.
I proposed a concept that requires the resident to select the category of the request on the call bell located on the wall before staff come to check the resident’s inquiry. Then, the tasks will be triaged to the right person at the nurse station’s call bell. Also, if the staff is unable to fulfill the task or needs extra assistance after they arrive at the resident’s room, they can reassign the task.
Concept 1: Triage the task to the right person
Concept 1: Triage the task to the right person
Concept 2: Reassign the task if the staff is unable to fulfill it
Concept 2: Reassign the task if the staff is unable to fulfill it
We shared all our findings with the clients, and they gave us a new perspective from a management point of view. Their insights prompted us to rethink our solution.
We shared all our findings with the clients, and they gave us a new perspective from a management point of view. Their insights prompted us to rethink our solution.
We shared all our findings with the clients, and they gave us a new perspective from a management point of view. Their insights prompted us to rethink our solution.
Accessibility:
Accessibility:
Accessibility:
Some residents find it hard to use the wall-mounted call-bell because of their cognitive abilities or physical limitations.
Some residents find it hard to use the wall-mounted call-bell because of their cognitive abilities or physical limitations.
Technical Issues
Technical Issues
Technical Issues
Wi-Fi often doesn’t work well, which could interrupt the use of new features.
Wi-Fi often doesn’t work well, which could interrupt the use of new features.
Staff Relationships
Staff Relationships
Staff Relationships
Letting staff reassign tasks could create tension or conflicts among team members.
Letting staff reassign tasks could create tension or conflicts among team members.
Integration Difficulty
Integration Difficulty
Integration Difficulty
Different care homes use different call-bell systems, making it hard to add new features consistently.
Different care homes use different call-bell systems, making it hard to add new features consistently.
User Dependence
User Dependence
User Dependence
Not every care home highly relies on call bells. It depends on residents' needs and the home's setup.
Not every care home highly relies on call bells. It depends on residents' needs and the home's setup.
Language Barrier
Language Barrier
Language Barrier
Not all residents are confident in English, which can make choosing the right request category difficult.
Not all residents are confident in English, which can make choosing the right request category difficult.
After several site visits, we realized that our initial proposals were not feasible due to 5 reasons.
After several site visits, we realized that our initial proposals were not feasible due to 5 reasons.
After several site visits, we realized that our initial proposals were not feasible due to 5 reasons.
Operational focus to a strategic focus
Operational focus to a strategic focus
Operational focus to a strategic focus
“Collecting call bell data can reveal workload trends and staffing needs, helping support data-driven hiring decisions. It also provides insight into which types of nurses are needed and where staffing gaps exist”.
“Collecting call bell data can reveal workload trends and staffing needs, helping support data-driven hiring decisions. It also provides insight into which types of nurses are needed and where staffing gaps exist”.
“Collecting call bell data can reveal workload trends and staffing needs, helping support data-driven hiring decisions. It also provides insight into which types of nurses are needed and where staffing gaps exist”.
Reframed problem:
Reframed problem:
How might we collect call bell data to assist clients in making informed hiring decisions?
How might we collect call bell data to assist clients in making informed hiring decisions?
How might we collect call bell data to assist clients in making informed hiring decisions?
Solution for revised problem: Log data & Export data
Solution for revised problem: Log data & Export data
Integrated a call bell data logging feature for dual-system dashboard
Integrated a call bell data logging feature for dual-system dashboard
Integrated a call bell data logging feature for dual-system dashboard
I designed a standalone feature to log resident requests after responding to call bell alerts. It will highlight the frequency of requests, helping administrators identify staffing needs and prioritize essential roles.
I designed a standalone feature to log resident requests after responding to call bell alerts. It will highlight the frequency of requests, helping administrators identify staffing needs and prioritize essential roles.
I designed a standalone feature to log resident requests after responding to call bell alerts. It will highlight the frequency of requests, helping administrators identify staffing needs and prioritize essential roles.
Flow 1: Log call bell request & Export data
Flow 1: Log call bell request & Export data
1
1
Select one or multiple category of request
Select one or multiple category of request
3
3
Export periodic report
Export periodic report
2
2
Submit data
Submit data
4
4
Submit the report request
Submit the report request
Initial idea 3
Initial idea 3
Finally, I designed two digital solutions in one web application
Finally, I designed two digital solutions in one web application
Finally, I designed two digital solutions in one web application
To accommodate the clients' budget, we proposed a single shared iPad for each room, accessible by residents, their families, and staff. Full access is restricted to staff, residents and Residents’ families are only visible to the family-side dashboard.
To accommodate the clients' budget, we proposed a single shared iPad for each room, accessible by residents, their families, and staff. Full access is restricted to staff, residents and Residents’ families are only visible to the family-side dashboard.
To accommodate the clients' budget, we proposed a single shared iPad for each room, accessible by residents, their families, and staff. Full access is restricted to staff, residents and Residents’ families are only visible to the family-side dashboard.
Flow 1: switch button & access code
Flow 1: switch button & access code
1
1
Enter staff code
Enter staff code
3
3
Access the LOG feature
Access the LOG feature
2
2
Access the staff side
Access the staff side
I asked staff 5 common data to input during the test, and they correctly assigned them to the corresponding modules. They hope to see more features added in future versions based on this foundation.
I asked staff 5 common data to input during the test, and they correctly assigned them to the corresponding modules. They hope to see more features added in future versions based on this foundation.
I asked staff 5 common data to input during the test, and they correctly assigned them to the corresponding modules. They hope to see more features added in future versions based on this foundation.
For the Calendar feature, they prefer to add an export function for printout.
For the Calendar feature, they prefer to add an export function for printout.
For the Calendar feature, they prefer to add an export function for printout.
In the notes area, users expected more features such as photo uploads, auto-suggestions while typing, and voice-to-text conversion.
In the notes area, users expected more features such as photo uploads, auto-suggestions while typing, and voice-to-text conversion.
In the notes area, users expected more features such as photo uploads, auto-suggestions while typing, and voice-to-text conversion.
Since some residents and families are not native English speakers, adding a multi-language option in the future will be important for diversity.
Since some residents and families are not native English speakers, adding a multi-language option in the future will be important for diversity.
Since some residents and families are not native English speakers, adding a multi-language option in the future will be important for diversity.
Impact & feedback
Impact & feedback
The implemented version is aligned with the design version, and tested in 10 rooms in Youville Residence.
The implemented version is aligned with the design version, and tested in 10 rooms in Youville Residence.
The implemented version is aligned with the design version, and tested in 10 rooms in Youville Residence.
20 stakeholders attended our final presentation and we received lots of likes and feedback. The client is interested in further development.
20 stakeholders attended our final presentation and we received lots of likes and feedback. The client is interested in further development.
20 stakeholders attended our final presentation and we received lots of likes and feedback. The client is interested in further development.
(https://www.providenceresearch.ca/en/phire-and-centre-digital-media-bring-solution-skunkworks-hacking-aging-life)
(https://www.providenceresearch.ca/en/phire-and-centre-digital-media-bring-solution-skunkworks-hacking-aging-life)
(https://www.providenceresearch.ca/en/phire-and-centre-digital-media-bring-solution-skunkworks-hacking-aging-life)