Uniting

Uncovering the needs of home and residential care recipients across their journey stages

THE CHALLENGE

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THE SOLUTION

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My role

User Research

Lean usability testing

Synthesis

Designed experience principles

The Challenge

Uniting is a non-for-profit organisation that provides large community services across NSW and ACT.

Following Royal Commission’s act on improve aged care services, Uniting is focusing its efforts in improving how its customers access Home (HACC) and Residential Care (RACC).

Uniting had new content pages on their HACC and RAC and wanted to validate their MVP in the market.

They also want to evaluate a pricing calculator tool but lacked the evidence-based data on their customers’ decision-making levers and view on pricing.

RESEARCH AND INSIGHTS

Interviewed 15 participants, 6 in Residential and 9 in Home and Community Care (with carers who are the primary-decision maker).

Uncovered insights from prospective and existing customers regarding their research habits, decision-making process and needs when choosing a care provider.

We found that customers would benefit from a visualisation process— that explains the ecosystem, role of bodies and the steps to receiving care.

These insights were key to identify future features and focus on uniting’s care pages.

Uncovering the needs of care recipients across their journey stages

DESIGN PLAN AND RECOMMENDATIONS

Aside from uncovering insights from user interviews, we also dedicated time for concept testing and gain feedback from Uniting’s existing pages.

We mainly tested their landing pages for Home and Residential care and asked participants how they would search for:

A specific care service
Price

The outcome was low-fidelity sketches of how the future experience could look like and identified elements that could be subjected to A/B Testing.

Uncovering the needs of care recipients across their journey stages

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