Connectors streamlines communication and tasks for community connectors who organize activities for the elderly.
Client
Camden Council
Community Connectors
Scope
3 Months
October - December 2016
Role
Project lead
Research
Strategy
UX Design
Team
Lindsey
Cissi
Zihan
Overview
Connectors was the result of a project commissioned by Camden Council to make the adult social care experience smoother. After a period of general research, my team and I narrowed the scope to one high-value organization - Community Connectors - an organization that befriends and finds interest-based activities for the elderly in Camden. With this project, we helped them streamline their processes by making operations more efficient, in order to help them grow and deepen their impact.
Research
Throughout our whole process, we interviewed and shadowed key experts and stakeholders in the care sector, including Social Workers, District Nurses, Carers (formal and informal), Community Center workers, volunteers, and local businesses. We also held a number of focus groups with care receivers and potential care receivers. This gave us a broad overview of who the major stakeholders were and what part they played in the whole system, shown below.
Research Overview
Ecosystem Map
Key Insights
Isolation
Isolation exacerbates all other problems. If left unaddressed, health issues arise which is problematic for both the care receiver and the local authority.
Fragmented Communication
Service providers do not communicate with each other, which often results in overlapping service provision.
Information Accessibility
Users find care services inaccessible and lacking of information
Synthesis
Personas
From our research, we created two key personas to embody the needs and pains of both our end user (Martha - a care receiver), and our intermediate user (Carina - a Community Connector). We kept in mind that Carina would be the one using our product, while her end goal is to serve Martha in the best way possible.
Service Journey
We mapped out the journey of the Community Connector service and discovered that there were a number of pain points that allowed for client drop-off throughout the process. The main concern was the amount of time passing between appointments and activities with Community Connectors, which allowed for clients to lose confidence, which made them more likely to be reluctant to unwilling to cooperate and take part in activities that would benefit and interest them.
Opportunity
How might we empower Community Connectors to spend more high value time with clients?
Concept Design
Our service solution is a digital platform which easily stores client information, including demographics, interests, and special needs, as well as contains the administrative forms that Community Connectors use. The platform is able to make recommendations based on the database of services that are offered in Camden, and allows Community Connectors to filter recommendations by interests, as well as by clients. It is an easy-to-use and responsive app that makes daily work more efficient, freeing up time for Community Connectors to spend with clients or potential clients.
Easily view upcoming activities in the community
Access all client information in one place
Manage and keep track of activities with multiple clients