Service Designer, User Researcher

Service Designer, User Researcher

Service Designer, User Researcher

2021- 2022 (1 year)

2021- 2022 (1 year)

2021- 2022 (1 year)

You+Care, Research Project, DIZH

You+Care, Research Project, DIZH

You+Care, Research Project, DIZH

ZHAW Department of Social Work, We+Tech and Pro Aidants, Alzheimer Zürich

ZHAW Department of Social Work, We+Tech and Pro Aidants, Alzheimer Zürich

ZHAW Department of Social Work, We+Tech and Pro Aidants, Alzheimer Zürich

Zurich (CH)

Zurich (CH)

Zurich (CH)

UX & Service Designer, Reseracher

You+Care is an online guiding service designed to support the caregivers of the loved ones with Alzheimer. The platform guides caregivers though this tough journey and helps them to quickly navigate unknown challenges and adapt to the constantly changing desease state and needs.

You+Care is an online guiding service designed to support the caregivers of the loved ones with Alzheimer. The platform guides caregivers though this tough journey and helps them to quickly navigate unknown challenges and adapt to the constantly changing desease state and needs.

You+Care is an online guiding service designed to support the caregivers of the loved ones with Alzheimer. The platform guides caregivers though this tough journey and helps them to quickly navigate unknown challenges and adapt to the constantly changing desease state and needs.

Design Challenge

Caregivers experience high stress and often feel unprepared for the evolving demands of Alzheimer’s. Existing resources are fragmented and not adapted to real-time needs. The design challenge was to create an eHealth solution that supports caregivers’ well-being while also guiding them through the progression of the disease.

Design Challenge

Caregivers experience high stress and often feel unprepared for the evolving demands of Alzheimer’s. Existing resources are fragmented and not adapted to real-time needs. The design challenge was to create an eHealth solution that supports caregivers’ well-being while also guiding them through the progression of the disease.

Design Challenge

Caregivers experience high stress and often feel unprepared for the evolving demands of Alzheimer’s. Existing resources are fragmented and not adapted to real-time needs. The design challenge was to create an eHealth solution that supports caregivers’ well-being while also guiding them through the progression of the disease.

My role

Conducted user research, helped redefining aplication concept, created UX flow, and stakeholder collaboration

My role

Conducted user research, helped redefining aplication concept, created UX flow, and stakeholder collaboration

My role

Conducted user research, helped redefining aplication concept, created UX flow, and stakeholder collaboration

User Research & Market Analysis

I investigated needs of caregivers and patients, reviewed existing tools, conducting interviews with patients and stakeholders and studied Alzheimer’s disease progression

User Research & Market Analysis

I investigated needs of caregivers and patients, reviewed existing tools, conducting interviews with patients and stakeholders and studied Alzheimer’s disease progression

User Research & Market Analysis

I investigated needs of caregivers and patients, reviewed existing tools, conducting interviews with patients and stakeholders and studied Alzheimer’s disease progression

Service Concept & Blueprint

Originally a meditation app, I helped shift the concept toward a digital guide that provides overview of the disease progression and provides support based on each caregiver’s situation.

Service Concept & Blueprint

Originally a meditation app, I helped shift the concept toward a digital guide that provides overview of the disease progression and provides support based on each caregiver’s situation.

Service Concept & Blueprint

Originally a meditation app, I helped shift the concept toward a digital guide that provides overview of the disease progression and provides support based on each caregiver’s situation.

Wireframing

I co-created the app’s functional flow and wireframes, defining how tips and guidance are personalized and delivered.

Wireframing

I co-created the app’s functional flow and wireframes, defining how tips and guidance are personalized and delivered.

Wireframing

I co-created the app’s functional flow and wireframes, defining how tips and guidance are personalized and delivered.

Stakeholder Collaboration

I took a part in engaged Alzheimer Zürich, co-developing resource mapping and support tools that enhance clarity and trust.

Stakeholder Collaboration

I took a part in engaged Alzheimer Zürich, co-developing resource mapping and support tools that enhance clarity and trust.

Stakeholder Collaboration

I took a part in engaged Alzheimer Zürich, co-developing resource mapping and support tools that enhance clarity and trust.

Service Design

Service Design

Service Design

User Research

User Research

User Research

UX/UI

UX/UI

UX/UI

Value

The concept and prototype, complete with content strategy, logic, and visuals, were built on real caregiver insights and validated with stakeholders and implemented into workflows of Alzheimer Zurich.

Value

The concept and prototype, complete with content strategy, logic, and visuals, were built on real caregiver insights and validated with stakeholders and implemented into workflows of Alzheimer Zurich.

Value

The concept and prototype, complete with content strategy, logic, and visuals, were built on real caregiver insights and validated with stakeholders and implemented into workflows of Alzheimer Zurich.

Design Process

Design Process

Primary Research

Primary Research

Research on Users (Caregivers & Patients)

Research on Self-Care Management

Research on Alzheimer

Market Study

Mapping

Mapping

Interview with Caregivers

User Persona

Caregiver Journey Map

Service Blueprint

UX

UX

Low-Fidelity Wireframes

High-Fidelity Prototype

User Flow

Reshaping Concept

Reshaping Concept

Collaboration with Alzheimer Zurich

Defining Service Goals

Understanding Users

Understanding Users

Understanding Users

Within Primary Research I covered topics:
Self-Care Management
— Stress Assessment Methods
— Caregiver’s Stress Exposure

The research helped to pinpoint the main support needs of caregivers in Switzerland, such as emotional and medical assistance. We identified a gap between caregivers' needs and available support, advocating for tailored services that adapt to individual situations.

Within Primary Research I covered topics:
Self-Care Management
— Stress Assessment Methods
— Caregiver’s Stress Exposure

The research helped to pinpoint the main support needs of caregivers in Switzerland, such as emotional and medical assistance. We identified a gap between caregivers' needs and available support, advocating for tailored services that adapt to individual situations.

01

Demographics

Around 600,000 Swiss serve as caregivers, predominantly aged 54 to 65. About 8% are youths aged 9 to 15, mainly caring for grandparents and siblings.

01

Demographics

Around 600,000 Swiss serve as caregivers, predominantly aged 54 to 65. About 8% are youths aged 9 to 15, mainly caring for grandparents and siblings.

01

Demographics

Around 600,000 Swiss serve as caregivers, predominantly aged 54 to 65. About 8% are youths aged 9 to 15, mainly caring for grandparents and siblings.

02

Employment

Two-thirds of adult caregivers are employed, with the highest employment among those aged 50 to 64.

02

Employment

Two-thirds of adult caregivers are employed, with the highest employment among those aged 50 to 64.

02

Employment

Two-thirds of adult caregivers are employed, with the highest employment among those aged 50 to 64.

03

Tasks and Responsibilities

Common tasks include emotional support, observation, and financial management.

03

Tasks and Responsibilities

Common tasks include emotional support, observation, and financial management.

03

Tasks and Responsibilities

Common tasks include emotional support, observation, and financial management.

04

Support Needs

Caregivers need emergency help, professional consultations, and transportation services for care recipients.

04

Support Needs

Caregivers need emergency help, professional consultations, and transportation services for care recipients.

04

Support Needs

Caregivers need emergency help, professional consultations, and transportation services for care recipients.

05

Time Commitment

63% spend less than 10 hours per week on caregiving

05

Time Commitment

63% spend less than 10 hours per week on caregiving

05

Time Commitment

63% spend less than 10 hours per week on caregiving

06

Challenges

Caregivers managing chronic diseases or dementia face increased demands, highlighting the need for early detection and tailored support

06

Challenges

Caregivers managing chronic diseases or dementia face increased demands, highlighting the need for early detection and tailored support

06

Challenges

Caregivers managing chronic diseases or dementia face increased demands, highlighting the need for early detection and tailored support

Stress Management — Main Factors of Stress Level

The research on stress measurement for caregivers highlights several key findings:

Stress Management — Main Factors of Stress Level

The research on stress measurement for caregivers highlights several key findings:

Stress Management — Main Factors of Stress Level

The research on stress measurement for caregivers highlights several key findings:

01

Stress Levels

Caregivers report high psychological burdens linked to their caregiving roles, influencing their overall stress perception

01

Stress Levels

Caregivers report high psychological burdens linked to their caregiving roles, influencing their overall stress perception

01

Stress Levels

Caregivers report high psychological burdens linked to their caregiving roles, influencing their overall stress perception

03

Emotional Reactions

Emphasizing emotional goals may skew caregivers towards more positive perceptions, reducing stress reactions when exposed to stressors

03

Emotional Reactions

Emphasizing emotional goals may skew caregivers towards more positive perceptions, reducing stress reactions when exposed to stressors

03

Emotional Reactions

Emphasizing emotional goals may skew caregivers towards more positive perceptions, reducing stress reactions when exposed to stressors

04

Dynamic Stress Levels

Perceived stress can increase or decrease with the changing exposure to stressors and varies with other life challenges

04

Dynamic Stress Levels

Perceived stress can increase or decrease with the changing exposure to stressors and varies with other life challenges

04

Dynamic Stress Levels

Perceived stress can increase or decrease with the changing exposure to stressors and varies with other life challenges

05

High-Risk Groups

Elderly spousal caregivers experiencing mental or emotional strains are at a higher risk, indicating that caregiving stress impacts more vulnerable groups more severely

05

High-Risk Groups

Elderly spousal caregivers experiencing mental or emotional strains are at a higher risk, indicating that caregiving stress impacts more vulnerable groups more severely

05

High-Risk Groups

Elderly spousal caregivers experiencing mental or emotional strains are at a higher risk, indicating that caregiving stress impacts more vulnerable groups more severely

06

Coping Mechanism

Effective coping includes identifying and regulating emotions triggered by stress, with strategies like reappraisal and suppression being common

06

Coping Mechanism

Effective coping includes identifying and regulating emotions triggered by stress, with strategies like reappraisal and suppression being common

06

Coping Mechanism

Effective coping includes identifying and regulating emotions triggered by stress, with strategies like reappraisal and suppression being common

Collaboration with Alzheimer Zurich + Expert Interviews

To gain a deeper understanding of caregiving, I consulted with Alzheimer Zurich and conducted multiple interview sessions with Nina Wolf. Nina, who regularly interacts with caregivers, assisted in shaping the concept and guidance of our service.

Collaboration with Alzheimer Zurich + Expert Interviews

To gain a deeper understanding of caregiving, I consulted with Alzheimer Zurich and conducted multiple interview sessions with Nina Wolf. Nina, who regularly interacts with caregivers, assisted in shaping the concept and guidance of our service.

Collaboration with Alzheimer Zurich + Expert Interviews

To gain a deeper understanding of caregiving, I consulted with Alzheimer Zurich and conducted multiple interview sessions with Nina Wolf. Nina, who regularly interacts with caregivers, assisted in shaping the concept and guidance of our service.

01

Resource Mapping and Personalization

Caregivers need personalized guidance that starts with mapping the person’s support network, highlighting helpers and gaps to tailor care to their needs.

01

Resource Mapping and Personalization

Caregivers need personalized guidance that starts with mapping the person’s support network, highlighting helpers and gaps to tailor care to their needs.

01

Resource Mapping and Personalization

Caregivers need personalized guidance that starts with mapping the person’s support network, highlighting helpers and gaps to tailor care to their needs.

02

Visual Tools for Clarity and Engagement

Using visual aids such as cards that outline resources and provide tips on the back has proven effective.

02

Visual Tools for Clarity and Engagement

Using visual aids such as cards that outline resources and provide tips on the back has proven effective.

02

Visual Tools for Clarity and Engagement

Using visual aids such as cards that outline resources and provide tips on the back has proven effective.

03

Empowering Caregivers through Knowledge

Teaching caregivers to recognize and address their needs and providing them with the tools to manage care effectively are essential.

03

Empowering Caregivers through Knowledge

Teaching caregivers to recognize and address their needs and providing them with the tools to manage care effectively are essential.

03

Empowering Caregivers through Knowledge

Teaching caregivers to recognize and address their needs and providing them with the tools to manage care effectively are essential.

Caregiver Journey

Next, we conducted 8 confidential interviews with caregivers as requested by the interview partners. These interviews helped us validate our assumptions, and I subsequently drafted four personas based on criteria crucial for all caregiving situations.

Caregiver Journey

Next, we conducted 8 confidential interviews with caregivers as requested by the interview partners. These interviews helped us validate our assumptions, and I subsequently drafted four personas based on criteria crucial for all caregiving situations.

Caregiver Journey

Next, we conducted 8 confidential interviews with caregivers as requested by the interview partners. These interviews helped us validate our assumptions, and I subsequently drafted four personas based on criteria crucial for all caregiving situations.

Onboarding & Touchpoints

Onboarding & Touchpoints

Onboarding & Touchpoints

Flow of the Guide

I was responsible for designing the service flow with the team, which was my final contribution to the project. Subsequently, the UI design and final implementation were handled by the rest of the team.

Flow of the Guide

I was responsible for designing the service flow with the team, which was my final contribution to the project. Subsequently, the UI design and final implementation were handled by the rest of the team.

Flow of the Guide

I was responsible for designing the service flow with the team, which was my final contribution to the project. Subsequently, the UI design and final implementation were handled by the rest of the team.