THE CHALLENGE

To create a platform to get family members engaged and working together in a more positive and proactive way.


AgeingWorks™ is a comprehensive service for working carers with elder care responsibilities. The intuitive online portal with guides and webinars is designed to support positive later life health, wellbeing and safety for you and your family.

AgeingWorks™ promotes a positive, healthy approach to ageing, is simple to use and easy to share. We will help you and your family begin to change the way you need to think and act about later life.

It’s all about the User Experience

Experience

Content-rich consistent user experience across channels, mobile-first

Platform as a service

Secure software platform to build rich experience applications.

Knowledge Fabric

Knowledge of consumer interaction, products and services.

The Process

Objectives


As with all projects time to market is always a factor. Staying true to that AgeingWorks had a very progressive roadmap for the entire project from design to build. Due to tight schedules we opted a lean agile approach with rapid sketching, prototyping, user feedback and focus on MVP features.

Meeting stakeholders helped us to understand the business requirements and together we identified risks and aligned on expectations on MVP features vs Non-MVP.

  • Integration with the Mercer ‘OS’ or ‘tech stack’, site rebuild and new, usable content management system.
  • Site redesign (UI and UX) to include key landing pages.
  • The capture and use of user data within the site, with the goal of providing more personalised user journeys.
Discovery

Who are the actual users?


Our research revealed that family care represented something different to specific users. Users’ motivations for caring or looking for care differed, hinting at different requirements.

Through careful analysis of our research, we identified sufficient behavioural variables to segment our user audience in to 3 categories. With this in mind we designed persona types and aligned this with our strategy focusing on supporting these 3 different behavioural activities of the users.

  • Are you a carer?
  • Are you looking for care?
  • Are you help?

Using the personas throughout the project helped to guide design decisions, priorities, and manage the expectations of stakeholders.

Our persona hypothesis consisted of five different archetypes which we used to facilitate discussions about the ensuring that our MPV features met the users needs and wants from the platform.

The Framework

Designing the experience


Using our research and brainstorming the different personas allowed me to come a set of tasks which I segmented into behavioural affinities to be aligned content and features. By doing this it gave me a clear vision of what existing functionality and content would be useful, what journeys needed amending, what opportunities were available to innovate for new features.

By prioritising them against our personas needs, wants, tech feasibility, and business requirements it enabled me to define the overall structure of the experience. I started sketching ideas about the arrangement of information architecture, functional data elements, interactive behaviours and content.

After defining and crafting several key user journeys to satisfy the 3 behaviours activities was the best to structure the IA and functionality. Wireframing all the complex interactions, functionality and flows was the next step before assisting our lead visual designer.

Testing

User testing and Iterations


Using WhatUsersDo I wrote a test script to help define tasks, establish objectives and evaluate the design decisions. Testing revealed usability issues related to text illegibility, layout and lack of search features.

Search was not an MVP feature to start off with but from the testing results we re‐prioritise development tasks in order to introduce a more effective functional search engine.

Implementation of advanced search features.

The Impact

An engaging platform with innovative features.