Caregiver Kiosk

Improving the caregiver experience by empowering them with the resources needed to navigate the world of long-term care. Over 12 weeks, my team and I worked on a human-centred design project focused on improving the caregiver experience at St. Joseph’s Lifecare Centre. Our solution, the Caregiver Kiosk, is an interactive kiosk designed to empower caregivers by providing easy access to key information about their loved one’s care.

Role

UX Researcher UI Designer

Timeline

Jan - April 2024

Skills

User Research Prototyping Usability Testing UI Design Info Architecture

Tools

Figma Optimal Workshop

Caregiver Kiosk

Improving the caregiver experience by empowering them with the resources needed to navigate the world of long-term care. Over 12 weeks, my team and I worked on a human-centred design project focused on improving the caregiver experience at St. Joseph’s Lifecare Centre. Our solution, the Caregiver Kiosk, is an interactive kiosk designed to empower caregivers by providing easy access to key information about their loved one’s care.

Role

UX Researcher UI Designer

Timeline

Jan - April 2024

Skills

User Research Prototyping Usability Testing UI Design Info Architecture

Tools

Figma Optimal Workshop

Caregiver Kiosk

Improving the caregiver experience by empowering them with the resources needed to navigate the world of long-term care. Over 12 weeks, my team and I worked on a human-centred design project focused on improving the caregiver experience at St. Joseph’s Lifecare Centre. Our solution, the Caregiver Kiosk, is an interactive kiosk designed to empower caregivers by providing easy access to key information about their loved one’s care.

Role

UX Researcher UI Designer

Timeline

Jan - April 2024

Skills

User Research Prototyping Usability Testing UI Design Info Architecture

Tools

Figma Optimal Workshop

The Caregiver Kiosk:

An interactive kiosk system with on-demand access to information about your loved ones in long-term care

Background

St. Joseph’s Lifecare Centre, a long-term care (LTC) community

Background

St. Joseph’s Lifecare Centre, a long-term care (LTC) community

Background

St. Joseph’s Lifecare Centre, a long-term care (LTC) community

SJLC Values
SJLC Values
SJLC Values

St. Joseph's Lifecare Centre

  • Not for profit LTC home in Brantford

  • Provide care and residential facilities for those whose needs cannot be met within the community

  • Typically for reasons such as old-age, disabilities, and other health conditions

SJLC Values
SJLC Values
SJLC Values

Caregivers

  • Visitors designated by residents of LTC

  • Support residents through cognitive, emotional , and physical support

  • Important for improving quality of life of residents

How Might We…

Help caregivers monitor well-being of loved ones?

Adress Caregiver concerns?

Mitigate caregivers’ worries about needs (of loved ones) being met?

How Might We…

Help caregivers monitor well-being of loved ones?

How Might We…

Help caregivers monitor well-being of loved ones?

How Might We…

Help caregivers monitor well-being of loved ones?

Scope & Constraints

Being a not for profit organization, budget was the biggest constraint

The biggest constraint for this solution was that with little budget, it needed to be low-cost or at a cost that could potentially be fundraised for.

Scope & Constraints

Being a not for profit organization, budget was the biggest constraint

The biggest constraint for this solution was that with little budget, it needed to be low-cost or at a cost that could potentially be fundraised for.

Scope & Constraints

Being a not for profit organization, budget was the biggest constraint

The biggest constraint for this solution was that with little budget, it needed to be low-cost or at a cost that could potentially be fundraised for.

Competitive Analysis

A competitive analysis highlighted that our solution needed to innovate beyond best practices

Competitive Analysis

A competitive analysis highlighted that our solution needed to innovate beyond best practices

Competitive Analysis

A competitive analysis highlighted that our solution needed to innovate beyond best practices

Comparing against 4 other LTC homes in the region, St, Joseph’s shared many best practices:

  • Family Events

  • Family Spaces

  • Newsletters / Bulletin Boards

  • Family Council

  • Educational Packages

  • Support Groups

Exploring other kinds of facilities/organizations gave rise to new ideas for innovation:

  • Technology integration within LTC

  • Mobile platforms for connection and communication

  • Focusing on caregiver physical and mental wellness

  • Easing transportation burdens for caregivers

Generative Research

Communication, staff concerns, and emotional difficulty were the key problem areas

To gather real user insights, we conducted research at St. Joseph’s through interviews (n=9), a focus group (n=5), an observational study (n=1), and a literature review of 14 peer-reviewed studies.

Using thematic analysis, we coded all study transcripts and observation notes, translating user insights into interpretive and descriptive codes. We then used affinity diagramming to organize these codes into key themes.

Generative Research

Communication, staff concerns, and emotional difficulty were the key problem areas

To gather real user insights, we conducted research at St. Joseph’s through interviews (n=9), a focus group (n=5), an observational study (n=1), and a literature review of 14 peer-reviewed studies.

Using thematic analysis, we coded all study transcripts and observation notes, translating user insights into interpretive and descriptive codes. We then used affinity diagramming to organize these codes into key themes.

Generative Research

Communication, staff concerns, and emotional difficulty were the key problem areas

To gather real user insights, we conducted research at St. Joseph’s through interviews (n=9), a focus group (n=5), an observational study (n=1), and a literature review of 14 peer-reviewed studies.

Using thematic analysis, we coded all study transcripts and observation notes, translating user insights into interpretive and descriptive codes. We then used affinity diagramming to organize these codes into key themes.

Problem Area #1

Communication

  • Not being heard or getting hold of important contacts

  • Being continuously passed from one staff member to another

  • Concerns and questions not being addressed

Problem Area #2

Staff Concerns

  • Concerns/worries about short-staffing in the LTC home

  • Frequent staff changes/rotations impacting caregiver-staff relationship

  • Difficult determining who to direct questions to

Problem Area #3

Feelings & Emotions

  • Emotional difficulty in relinquishing care

  • Struggles in being an “expert” in the world of LTC

  • Worries about ensuring proper care when they’re not around

Ideation

After several brainstorming sessions and client discussions, we landed on the idea of a kiosk

The idea we landed on was creating a kiosk system to better inform and empower caregivers by providing resources that help them navigate long-term care.

Recognizing that many challenges and constraints were outside of our control, such as short staffing, we shifted our focus toward caregiver empowerment. This allowed us to equip caregivers with resources that streamline communication, strengthen connections with staff, and help ease ongoing worries.

Ideation

After several brainstorming sessions and client discussions, we landed on the idea of a kiosk

The idea we landed on was creating a kiosk system to better inform and empower caregivers by providing resources that help them navigate long-term care.

Recognizing that many challenges and constraints were outside of our control, such as short staffing, we shifted our focus toward caregiver empowerment. This allowed us to equip caregivers with resources that streamline communication, strengthen connections with staff, and help ease ongoing worries.

Ideation

After several brainstorming sessions and client discussions, we landed on the idea of a kiosk

The idea we landed on was creating a kiosk system to better inform and empower caregivers by providing resources that help them navigate long-term care.

Recognizing that many challenges and constraints were outside of our control, such as short staffing, we shifted our focus toward caregiver empowerment. This allowed us to equip caregivers with resources that streamline communication, strengthen connections with staff, and help ease ongoing worries.

Mapping Insights to Features

Understanding the key problem areas enabled us to identify information needs

Based on insights, we devised a list of content for the kiosk targeted at resolving the problem areas.

Mapping Insights to Features

Understanding the key problem areas enabled us to identify information needs

Based on insights, we devised a list of content for the kiosk targeted at resolving the problem areas.

Mapping Insights to Features

Understanding the key problem areas enabled us to identify information needs

Based on insights, we devised a list of content for the kiosk targeted at resolving the problem areas.

Content Resource:

Daily Staff List

Goal:

Build caregiver-staff relationship by enabling caregivers to stay updated on who is assisting their loved one

Access to Care Plan

Keep caregivers informed about their loved one’s care

Roles List, FAQ

Help orient new caregivers to the world of LTC

Contact Directory

Empower caregivers to know exactly who they need to get in touch with, preventing them from being passed from one staff member to another

Activity Schedule

Keep caregivers informed about what their loved ones are up to within the home

Storyboarding

Users loved the kiosk concept and helped identify improvement areas

To validate whether our design idea was worth pursuing, we walked users (n=5) through storyboards of our envisioned solution to gather feedback. The response was largely positive, helping validate the direction we were moving in.

Storyboarding

Users loved the kiosk concept and helped identify improvement areas

To validate whether our design idea was worth pursuing, we walked users (n=5) through storyboards of our envisioned solution to gather feedback. The response was largely positive, helping validate the direction we were moving in.

Storyboarding

Users loved the kiosk concept and helped identify improvement areas

To validate whether our design idea was worth pursuing, we walked users (n=5) through storyboards of our envisioned solution to gather feedback. The response was largely positive, helping validate the direction we were moving in.

Key Findings

Users enjoyed having access to key information like Daily Staff List, FAQ, and Contact Directory

Improvement areas included: including outbreak notices, meal serving times, and reception/calling hours

Participants wanted a digital Covid-19 symptom screener to replace the physical sign in sheet that often caused bottleneck problems when visiting

Usability Testing

Our prototype uncovered issues with colour psychology, information architecture, and accessibility

We conducted usability testing with caregivers (n=6) to test the functionality of our interface, validate the content, and probe further suggestions.

Usability Testing

Our prototype uncovered issues with colour psychology, information architecture, and accessibility

We conducted usability testing with caregivers (n=6) to test the functionality of our interface, validate the content, and probe further suggestions.

Usability Testing

Our prototype uncovered issues with colour psychology, information architecture, and accessibility

We conducted usability testing with caregivers (n=6) to test the functionality of our interface, validate the content, and probe further suggestions.

Key Findings

Participants liked the informative content, the simplistic interface, and that the digital Covid-19 symptom screener as more efficient

The active Covid-19 outbreak notice needed to be more pronounced

Additional language options and a "help" button were requested additional features

Participants had difficulty delineating certain content sections. They also had minor issues determining what interface elements were interactive

Information Architecture (Tree) Testing

Tree testing informed that our homepage label descriptions could be improved

Given the information architecture issues uncovered during usability testing, we conducted tree testing (n=7) to further assess the navigational structure of the kiosk system.

We asked users to locate information housed under the Contact Directory and Roles List, as these areas had caused the most friction during usability testing. The results indicated that while our labels were generally clear, they were not as direct as they could be. As a result, we identified an opportunity to rework the homepage label descriptions to strengthen information scent and better support users’ information-seeking needs.

Information Architecture (Tree) Testing

Tree testing informed that our homepage label descriptions could be improved

Given the information architecture issues uncovered during usability testing, we conducted tree testing (n=7) to further assess the navigational structure of the kiosk system.

We asked users to locate information housed under the Contact Directory and Roles List, as these areas had caused the most friction during usability testing. The results indicated that while our labels were generally clear, they were not as direct as they could be. As a result, we identified an opportunity to rework the homepage label descriptions to strengthen information scent and better support users’ information-seeking needs.

Information Architecture (Tree) Testing

Tree testing informed that our homepage label descriptions could be improved

Given the information architecture issues uncovered during usability testing, we conducted tree testing (n=7) to further assess the navigational structure of the kiosk system.

We asked users to locate information housed under the Contact Directory and Roles List, as these areas had caused the most friction during usability testing. The results indicated that while our labels were generally clear, they were not as direct as they could be. As a result, we identified an opportunity to rework the homepage label descriptions to strengthen information scent and better support users’ information-seeking needs.

Iteration

Our major improvements included refining colour psychology, improving button labels, adding accessibility features, and reinforcing information architecture

Iteration

Our major improvements included refining colour psychology, improving button labels, adding accessibility features, and reinforcing information architecture

Iteration

Our major improvements included refining colour psychology, improving button labels, adding accessibility features, and reinforcing information architecture

The Caregiver Kiosk

Caregiver Kiosk

An interactive kiosk system designed to empower caregivers with on-demand access to key information about their loved one's care and St. Joseph's facility. The Caregiver Kiosk sets out to support caregivers in navigating the complexities of long-term care.

Get access to key information about your loved one's care with the scan of a key tag to sign-in

Have a concern or question? Find the exact person you need to get in touch with

Figure out who does what in your loved one's care so you know where to address questions or concerns

See what staff are working with your loved one today so you know who to get in touch with

See what activities and meals are lined up in your loved one’s schedule

Keep track of your loved one's care plan by getting your own copy

Impact

We presented our project to St. Joseph's and Scotiabank, receiving very positive feedback

Upon presenting our research and design concepts to the Vice Presidents of St. Joseph's Lifecare Centre, they were impressed with our idea and expressed interest in further development. We also presented our project in the Scotiabank 2024 Experiential Learning Competition, winning First Place.

Impact

We presented our project to St. Joseph's and Scotiabank, receiving very positive feedback

Upon presenting our research and design concepts to the Vice Presidents of St. Joseph's Lifecare Centre, they were impressed with our idea and expressed interest in further development. We also presented our project in the Scotiabank 2024 Experiential Learning Competition, winning First Place.

Impact

We presented our project to St. Joseph's and Scotiabank, receiving very positive feedback

Upon presenting our research and design concepts to the Vice Presidents of St. Joseph's Lifecare Centre, they were impressed with our idea and expressed interest in further development. We also presented our project in the Scotiabank 2024 Experiential Learning Competition, winning First Place.

Learnings

Remember the “Less Obvious” Stakeholders

During the ideation phase, we brought several ideas to the client for discussion. These conversations ultimately taught us an important lesson about stakeholders, particularly those who are less obvious. While our initial concepts aimed to improve the caregiver experience, the client helped us recognize that they would also indirectly increase the workload of St. Joseph’s staff, making them counterproductive.

We had become so focused on caregivers that we failed to consider the organization as a whole. This experience reinforced for me that design solutions rarely exist in a vacuum. It is essential to consider the perspectives of everyone who may be impacted by the work, including those who are not immediately visible.

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