Ting-Han Chen ᱨᱮᱱᱟᱜ Funaging Bura Hộḍ Lạgiṭ Sohoj Klạs Nạm Ólá̃y

Ting-Han Chen ᱨᱮᱱᱟᱜ Funaging Bura Hộḍ Lạgiṭ Sohoj Klạs Nạm Ólá̃y ᱫᱚ ᱥᱮᱵᱟ ᱯᱨᱚᱛᱤᱡᱚᱜᱤᱛᱟ ᱵᱷᱟᱜ ᱨᱮ 2023 A' Design Award ᱞᱚᱦᱟ ᱯᱩᱨᱚᱥᱠᱟᱨ ᱨᱮᱱᱟᱜ ᱟᱹᱰᱤ ᱢᱟᱱ ᱟᱠᱟᱱ ᱡᱤᱛᱠᱟᱨ ᱠᱟᱱᱟ᱾

ᱞᱚᱦᱟᱥᱮᱵᱟ· 2023

Funaging Bura Hộḍ Lạgiṭ Sohoj Klạs Nạm Ólá̃y

Ting-Han Chen ᱞᱮᱠᱟᱛᱮ

ᱜᱟᱦᱟᱠ: Play Design Lab

ᱥᱮᱵᱟ ᱵᱷᱟᱜ ᱨᱮ A' Design Award ᱞᱚᱦᱟ ᱯᱩᱨᱚᱥᱠᱟᱨ ᱡᱤᱛᱠᱟᱨ

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#145605 ᱞᱟᱜᱤᱫ ᱮᱣᱟᱨᱰ ᱦᱟᱞᱚᱛ ᱡᱟᱸᱪ

A' Design Award ᱨᱮ ᱧᱮᱞ ᱢᱮ ᱯᱨᱮᱥ ᱨᱤᱞᱤᱡ ᱯᱩᱨᱥᱠᱟᱨ ᱵᱮᱡ

ᱨᱚᱝ

ᱰᱤᱡᱟᱭᱤᱱ

Funaging Bura Hộḍ Lạgiṭ Sohoj Klạs Nạm Ólá̃y ᱵᱟᱵᱚᱛ ᱛᱮ

FunAging dộ midṭ́ sikkha seba kanã̃ ókóy mahã̃ hộḍ kó sahayọg ar bạḍhạụá lạgiṭ smaṛṭphon ep klạs emạ́. Taiwan reạḱ mahã̃ hộḍ majhite jaṅgã̃ mormạ rạkaụá Line nạmạḱ sosial ep ṭhen klạs bisóyre jṍnộṭ bạḍạy hoá. Mẽndạ dher mahã̃ hộḍ dó Line ṭe klạs nam ólá̃y kathạṭe tạkliph bhogạná, ciyạḷka inte̱ṛphes dó kó lạgiṭ yujaṛ-phenḍli bạnuḱá bạnụá. Nị̃i asul sol lạgiṭ, nị̃i projekṭ seniyoṛ-senṭạṛḍ seụạ ḍijạin mone kạṭe klạs rejistreśon parǎ dó besón edạ. Purạ̃ṭehẽn ḍijạin cikhṭạ cạlạụ kạṭe, ạle yujaṛ esperiens (UX) asul kó uduḱ kạṭe ar sol edạ̃.

ᱢᱟᱱᱟᱱ

A' Design Award ᱞᱚᱦᱟ ᱯᱩᱨᱚᱥᱠᱟᱨ ᱵᱟᱵᱚᱛ ᱛᱮ

Funaging Bura Hộḍ Lạgiṭ Sohoj Klạs Nạm Ólá̃y ᱫᱚ A' Design Award ᱞᱚᱦᱟ ᱯᱩᱨᱚᱥᱠᱟᱨ ᱧᱟᱢ ᱟᱠᱟᱱᱟ, ᱱᱚᱶᱟ ᱫᱚ ᱵᱷᱟᱞᱟᱭ ᱰᱤᱡᱟᱭᱤᱱ ᱠᱚ ᱞᱟᱹᱜᱤᱫ ᱮᱢ ᱟᱠᱟᱱ ᱥᱚᱢᱟᱱ ᱠᱟᱱᱟ᱾ ᱱᱚᱶᱟ ᱠᱚ ᱫᱚ ᱰᱤᱡᱟᱭᱤᱱᱟᱨ ᱠᱚ ᱨᱮᱭᱟᱜ ᱵᱷᱟᱵᱱᱟ ᱟᱨ ᱵᱷᱟᱞᱟᱭ ᱠᱟᱢᱤ ᱡᱷᱟᱞᱠᱟᱣ ᱠᱚ᱾ Funaging Bura Hộḍ Lạgiṭ Sohoj Klạs Nạm Ólá̃y ᱫᱚ ᱠᱚᱞᱟ, ᱣᱤᱜᱭᱟᱱ, ᱰᱤᱡᱟᱭᱤᱱ ᱟᱨ ᱴᱮᱠᱱᱚᱞᱚᱡᱤ ᱨᱮᱭᱟᱜ ᱥᱤᱢᱟ ᱵᱟᱲᱦᱟᱣ ᱟᱨ ᱫᱩᱱᱤᱭᱟ ᱵᱷᱟᱞᱟᱭ ᱞᱟᱹᱜᱤᱫ ᱜᱚᱲᱚ ᱮᱢ ᱠᱟᱱᱟ᱾

ᱰᱤᱡᱟᱭᱤᱱ ᱯᱤᱪᱷᱟ ᱨᱮ

ᱯᱨᱮᱥ ᱠᱤᱴ

ᱰᱤᱡᱟᱭᱤᱱᱟᱨ ᱧᱮᱞ ᱠᱷᱚᱱ ᱠᱨᱮᱰᱤᱴ, ᱴᱤᱢ ᱥᱫᱚᱥᱭ ᱟᱨ ᱴᱮᱠᱱᱤᱠᱮᱞ ᱵᱤᱵᱚᱨᱚᱬ ᱮᱢ ᱟᱠᱟᱱᱟ᱾

ᱟᱞᱜᱟ ᱜᱩᱱ ᱠᱚ: 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.
ᱢᱟᱯ ᱟᱨ ᱯᱮᱠᱮᱡᱤᱝ: 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.
ᱴᱮᱜ ᱠᱚ: service design, elderly, senior-centered, accessible design, older adults, senior users, inclusive design, universal design, aging, senior citizens
ᱛᱮᱭᱟᱨ ᱛᱮᱠᱱᱚᱞᱚᱡᱤ: 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.
ᱰᱤᱡᱟᱭᱱ ᱪᱮᱞᱮᱧ: 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.
ᱜᱚᱵᱮᱥᱚᱱᱟ: 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.
ᱯᱨᱮᱨᱚᱱᱟ: 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?
ᱯᱨᱚᱡᱮᱠᱴ ᱥᱚᱢᱚᱭ: The project started in June 2022 and finished in Dec 2022 in Taipei.
ᱠᱟᱹᱢᱤ ᱦᱚᱨ: 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.