In our recent webinar with Chandler Tames from Rook Quality Systems, we highlighted the importance of human-centered design in medical device app development, early regulatory pathway identification to save time, and the value of thorough performance testing. Our Product Blueprint at Digital Scientists helps reduce risks by aligning research, prototyping, and validation. For more details, watch the full session.

I recently had the pleasure of co-hosting a webinar alongside Chandler Tames from Rook Quality Systems, where we explored the nuances of developing patient-centric medical device apps while navigating regulatory compliance. For those who couldn’t attend, I wanted to share some of the key takeaways that stood out from our discussion.

1. Human-Centered Design is Essential

One of the core principles we use at Digital Scientists is design thinking. This approach puts the patient at the center of the development process. In healthcare, it’s easy to get lost in the technical and regulatory complexities, but the patient’s journey is what truly matters. We need to design solutions that integrate seamlessly into their healthcare experience, considering not only the medical issue but also the relationships, tools, and information they rely on.

2. Early Regulatory Pathway Identification Saves Time

Chandler highlighted the importance of understanding and identifying regulatory requirements early in the development process. Whether your medical device app is categorized as Class I, II, or III by the FDA, this decision has a massive impact on your project timeline and resources. Tackling regulatory hurdles sooner rather than later can save a lot of headaches down the road.

3. Our Product Blueprint Reduces Risk

At Digital Scientists, we’ve developed a process called the Product Blueprint. This 8–12 week method focuses on alignment, research, prototyping, and validation. By following this structure, we ensure that our solutions not only meet user needs but are also ready for development with minimal risk. This structured approach has helped us deliver successful products time and again.

4. Performance Testing is Crucial

Both clinical and non-clinical performance testing are non-negotiable steps in medical device app development. Thorough testing early on ensures compliance, functionality, and safety, which are critical to getting your product to market. It’s much better to catch issues early in the testing phase than to face delays later in the process.

Watch the Full Webinar

These are just a few highlights, but there’s so much more covered in the webinar, from regulatory pathways to in-depth performance testing strategies. If you’re developing a medical device app or interested in patient-centric design, I highly encourage you to check out the full session here. You’ll gain a deeper understanding of how to mitigate risks and ensure your product’s success.

The post Key Takeaways from Our Webinar: Mastering Medical Device App Development appeared first on Digital Scientists.

The main objective of conducting accessibility usability testing is to understand how assistive technology affects the experience of using the product and to ensure that the system
operates similarly for disabled individuals as it does for non-disabled individuals.
There are many forms of assistive technology; for example, individuals with visual
difficulties might use screen readers or magnifiers, while people with auditory disabilities
rely on captions or hearing aids to experience multimedia.

Important aspects to consider in accessibility usability testing

01. Recruiting a larger number of participants. 

Why is this important? Five individuals might share a diagnosis but have completely different experiences. For example, individuals with the same hearing loss may use very different communication modalities. Some individuals might use a hearing aid to speak, others might communicate with sign language, and another participant may prefer only visual captions. 

Another reason to recruit a larger group is that you might have a group all with the same diagnosis and using the exact same accessibility software, but despite this, you will also find an array of experiences. Some individuals can have years of experience using it, while others will be new to using the tool and are still learning it or adjusting to their own preferences. 

To truly represent and cater to all people when doing accessibility testing, it’s crucial to understand and incorporate a larger range of testers and assistive technology to impact your results. 

02. Reach out to Communities 

We seek to establish connections with community partners with the necessary expertise to cater to their community’s unique requirements. To this end, we have worked with non-profit organizations serving people with disabilities. Other community partners we have considered are online communities and advocacy groups. One of the major advantages of partnering with these communities is that they not only have key informational materials that help our education, they also have specialists to go to for support and consulting, and often have assistive technology specialists on hand who can provide us with additional support when testing products in a usability test.  

03. From start to finish, ensure an accessible experience

At Digital Scientists, we love to use a journey map to plan our usability testing sessions. We suggest using one to plan an accessible usability testing session to ensure that the participants’ full journey (before, during, and after) is accessible. 

Every touchpoint where you have contact with your interviewees is carefully planned. It is important for us to make our participants feel like we have actively thought about their experience. Some key aspects of the journey to consider are:

Accommodate for different communication needs 

Prioritize accessible communication and consider the needs of interviewees by offering clear descriptors in emails, easy-to-access passwords, and carefully researched communication platforms that accommodate various accessibility needs. Additionally, express that participants should bring their own hardware and proactively inquire about any specific requirements they may have.

Offer location alternatives

When conducting usability tests, we offer remote and in-person options. For remote testing, ensure the platform is accessible and allow participants time to install prototypes onto their software. If opting for in-person testing, offer flexibility to accommodate the participants’ accessibility needs. This includes selecting a location based on their requirements or/and testing at their home. In either case, communicate with them beforehand to ensure their specific needs are understood and where they would feel most comfortable.

For testing in a common space, ensure accessibility. This includes checking for steps, elevators, door width, table height, and room size to accommodate service dogs, caretakers, or interpreters. Verify that the toilet is accessible. Furthermore, consider transportation to and from the location to ensure accessibility. In participants’ homes, also ensure that you understand their needs and that if they have any requirements for you to step into their place, you respect them.

Include time flexibility in your session schedule 

Accessibility usability testing cannot follow a one-size-fits-all approach. For this reason, we tailor each session to meet the needs of every participant we interview. Our testing process involves two task lists: a shorter one with essential must-have questions and a longer list with additional tasks we can use if the participant is willing. We allocate extra time for our team and for participants to ensure that everything runs smoothly. Sometimes software setup or unforeseen issues may cause delays. However, we remain flexible and value participants who share detailed feedback and opinions. Ultimately, we prioritize meeting everyone’s needs and ensuring the process runs smoothly.

Offer communication alternatives when moderating

Ensuring that moderation is accessible starts with making sure that all consent forms, non-disclosure agreements, instructions, directions, tasks, or forms are written and presented in clear and simple language. Provide alternative ways to communicate instructions or ideas in case participants need additional clarification. 

Additionally, handouts should be designed with participants’ preferences and need. For example, offer the option of receiving documents by email in accessible formats such as HTML, PDF, or plain text. Another important practice is to emphasize at the beginning of the test, that we are testing the website or product, not the participants themselves, to make them feel at ease.

During the testing session, we introduce ourselves and any observers in a way that makes participants feel comfortable. We briefly introduce ourselves, explain the setup, and tell participants what to expect during the session. We always reassure them that they can stop the session at any time.

04. Maintain privacy of information 

During usability tests, participants may share personal and sensitive information, such as private health information, personal stories, or sometimes protected data. We are HIPAA compliant and ensure the confidentiality of our interviewees. We make sure that they all know that they can opt out of the test or have the choice to stop at any time of the testing process for whatever reason. It’s crucial to take necessary measures to respect their privacy and safeguard all their data.

05. Be open to critique

One of the things we enjoy the most about accessibility testing is opening ourselves up to receive critique, as it allows us to improve our products and testing methods. We can improve our products and testing methods by listening to user feedback to meet diverse needs better. User feedback also enables us to make targeted improvements that address specific concerns. By doing so, we hope to continue to innovate and gain new insights that inspire us to create even better products and services.

Accessibility is an on-going effort 

For us, accessibility usability testing is a journey where we prioritize the comfort and support of all participants during our usability testing sessions from start to finish. We believe this approach benefits both our participants and our clients by leading to more accurate and valuable insights to improve their products. Ultimately making your products accessible will not only improve the experience for people with disabilities but also benefits seniors, those with temporary or situational limitations, and even users without disabilities. However, simply meeting accessibility guidelines is not enough – real usability testing is necessary to uncover usability issues and ensure the best possible user experience. Accessibility for us is an ongoing effort and integrated into the development process rather than treated as a yes/no checklist item to prioritize all users’ needs truly.

The post Improving accessibility through user research and usability testing appeared first on Digital Scientists.

In today’s market, users expect a seamless experience, and if your product feels outdated they will quickly move on to your competitors. But updating your interface is easier said than done, and it can be overwhelming to know where to start.

Over the years, we have assessed and diagnosed products in wide ranging industries with varying complexity. We understand that each product is unique, and we take the time to learn about our customer’s  business and their customers to provide personalized recommendations on initial steps they can take to modernize their platform. 

We are firm believers in talking to real users, and when we do so, we want to make sure we have a clear understanding of where the platform is today. A way we do that is by performing a UI Audit. Running a UI audit will allow our team to thoroughly and objectively identify critical design issues and establish recommendations for next steps so our customers can regain their competitive advantage.

What is a UI Audit? 

A UI Audit  is a standardized design assessment performed by our UX experts to evaluate a website, app, or product based on established industry usability principles. 

One of the methodologies we use in our UI Audit is a Heuristic Evaluation, a methodology that was developed by Jacob Nielsen. The evaluation consists of 10 key principles covering various aspects of human-centered design. To ensure consistency, each principle is rated on a 0-5 scale. A score of 0 indicates a negative user experience, while a score of 5 indicates a successful user experience. During the evaluation process, the expert identifies potential issues that could negatively impact the user experience and provide actionable recommendations to improve the design accordingly.

Who is involved in the UI Audit?

Typically our team of user experience experts is composed of one lead or senior designer, a user experience researcher, and a product manager. Our experts have knowledge and training in design evaluations, information architecture, visual design, user-centered design, user metrics, strategic thinking, and product and design principles. When evaluating design, their background and expertise allows them to understand the implications and intricacies of how these play out in the designs. Upon completing their assessments, the evaluators compile their results to share and make actionable recommendations for your product based on the importance and frequency, and severity of the issues discovered.

When to conduct a UI Audit?

Our clients often express concerns about their product’s usability and feel frustrated about not knowing where to start. They understand that there is a problem but are not sure which issue to tackle first. While they may have identified certain pain points, they need help identifying specific design principles that hinder user experience. 

If you hear any of the following questions or statements, a UI Audit might be a great starting point to evaluate the design of your product:

What are the benefits of conducting audits?

UI audits are quick and accessible

UI audits offer a quick and accessible way to assess the validity of a design, particularly when resources and time are limited. Additionally, they provide a baseline assessment to identify areas for improvement and set up a well-organized plan with a solid foundation established through the UX evaluation; your team can confidently understand where to start in your plan of attack to take corrective actions to enhance the user experience and identifying specific steps that need to be taken during the redesign process to achieve significant improvements in usability and overall user satisfaction.

UI audits focus on user research and improve usability testing down the line

By conducting a thorough UX evaluation prior to usability testing, you can minimize the likelihood of encountering basic usability issues during testing and ensure that the feedback you receive from users is more reliable and insightful. When usability testing is conducted on a design that has not been adequately evaluated, the feedback received from users can be compromised. Users may struggle with basic usability issues that could have been easily resolved before the testing phase. This can lead to a less effective testing process and less actionable feedback.

UI audits help define metrics to make informed decisions and measure the impact of your redesign investment

Utilizing metrics to evaluate the design, UX assessments help determine actionable steps to get a product back on track and improve overall user experience. The use of clear metrics in UX evaluations allows for greater clarity and objectivity in determining the impact of design and determining the next steps, such as clarifying objectives, focus user testing, reallocating resources, or revising timelines.

Are you struggling to define where to begin redesigning your product for a better user experience?

At Digital Scientists, we recommend UI evaluations for anyone considering redesigning an existing product. These evaluations can help optimize the user experience and ensure that key design principles are met and integrated into your new product experience. By doing so, your company can modernize its product, regain its competitive advantage, increase sales, and become the leading competitor that others strive to emulate. If you’re interested in learning more about UX evaluations and how they can benefit your team, company, and product, let’s talk.

The post Outdated interface, losing customers: How to know when it’s time to redesign your product appeared first on Digital Scientists.

What is a design research study?

Design research studies help us learn how innovations and new approaches affect behavior and learning among target users. These studies provide a systematic approach to learning and provide users with realistic contexts so we can observe user behavior and gain insights that help inform the design process. 

In developing research studies this past year for our client, CommuniCare Health, we had two overarching goals: to understand user context and to validate the product.

Who are our users, and what are they trying to do?

Understanding user context is key to developing a product that users love. To create an exceptional user experience, we needed to know the following:

• Understand what motivations, activities, and problems our users currently face
• Identify how users currently solve their problems
• Validate our audience’s process and decision-making regarding a move to independent living versus aging at home
• Recognize what technology our users currently use as an aid to their health needs
• Describe the pains and gains of the technology they currently use
• Describe the relationship between caregivers and seniors

Does the product we’ve designed help our target users address specific needs? 

Failure to understand customer needs is one of the leading reasons for customer churn. In design research, it’s important to validate the product and prove that it can meet the needs of its users. To validate the product, we had to:

• Collect a mix of qualitative and quantitative data for future iterations and the next phase of product design and development
• Observe first impressions and reactions
• Test usability of the product, if the interface is intuitive, how users interact with the product, and its general accessibility
• Validate usage of the product in real time
• Measure engagement, gains, pains, future needs, and motivations

Design study methodology

Research methodology varies depending on what we want to learn and what’s available to us. For this particular study, we focused on four methodologies. Select any of the methodologies below for a summary of learnings and tips, or jump ahead for a deep dive into our whole process.

Our study consisted of three phases incorporating four methodologies. The graphic below shows the timeline and how we applied these methodologies in our user research and design for older adults.

User interviews – understanding context

In-person interviews are one of the most effective means for uncovering user needs and collecting qualitative data. In our engagement with CommuniCare, we kicked off our design research study with a series of in-person interviews to help us better understand the target user, the context in which they would use the product, and how users generally manage their healthcare needs. Here’s the information we needed to capture:

Interview learning objectives 

• Define the user profile: what motivations, activities, and problems they currently face
• Identify how they are currently solving their health-related problems 
• Recognize what technology or solutions they use to help them at home
• Describe the pains and gains of the solutions they currently use 
• Describe their caregiver relationship

User interview methodology

We conducted more than 30 in-person interviews at each participant’s home. Each interview was one-on-one and lasted approximately 60 minutes. During the interviews, we asked participants about their daily routines, overall health, support, and care circles, relationship with technology, and current medical habits. 

User interviews: What we learned

One-on-one interviews help us understand our participants’ natural activities and habits and the behaviors that participants might overlook when responding to group questions about their lives and technology use. Here are some learnings and tips we picked up during our face-to-face interviews with seniors.

• Set expectations
• Read the room
• Have clear goals
• Adjust the script
• Use visuals to broach sensitive subjects
• Conduct a daily debrief

Set expectations

Our interview process consisted primarily of contextual interviews. Contextual interviews are designed to provide insight into the context or environment in which a design will be used. A contextual interview typically combines a traditional user interview with observations of how a participant might use a product or service in the future. 

Some of our participants had never experienced a contextual interview and didn’t understand the method and purpose of it. Because we were conducting interviews in participants’ homes, it was important to set expectations, and tell them the topics, the length of the interview, and how the interview results will be used. We’ve found it’s important to use clear and simple language. For example, instead of saying, we are design researchers conducting contextual interviews, we’ve found that participants were more relaxed with the following language:

We are part of the team that will be designing a product for you. But before we start the design, we need to gather information to make a product that would best suit your needs. I’m sure you may have questions. Feel free to ask us what you might be thinking.

Read the room and be flexible with your questions 

When interacting with a new user group, be prepared to deviate from your script. For example, during the interviews, one of our participants was reluctant to engage and answer our questions. As the interview progressed, the participant became more anxious. To help him relax, we needed to deviate slightly from our script to better understand his concerns. This pause allowed him an opportunity to open up, at which point he shared with us that he considered himself tech-savvy. He went on to ask us if we incorrectly had identified him for this study. To put him at ease, we explained that his insights were as valuable to us as those of his non-technical peers. Then during our interview with him, we specifically asked him how he helped his peers when they experienced technical difficulties and how he felt tech products could better serve older adults. From then on, he became more open and collaborative, becoming one of our most helpful participants during the pilot and its studies.

While it’s important to have a script that outlines your interview goals, be prepared to pivot. If you sense that your users are uncomfortable with the questions you ask, alter your follow-up questions so you can better understand their hesitancy. Empathy is critical in user research and design for older adults.

Have a clear goal & anchor to all your questions 

To ensure interview validity, it’s important to be consistent in your line of questioning and pose the same base set of questions to each participant. Avoid asking them random questions or trying to wing it. As mentioned earlier, sometimes your questions will receive short answers or your participants may digress. This is fine if you remember your anchor or your primary reason for conducting the interview. For example, in the case of the reluctant participant we described earlier, we followed our interview script, but we also integrated new questions that allowed us to gain his perspective on how others learn and use technology. A consistent interview approach will help you meet your objectives and goals.

Adjust your script as needed 

Even after taking days to write the perfect script, some questions may not resonate with participants. Be aware of any questions that do not elicit much information, and take note of any questions that confuse your participants so you can reword those questions with language that resonates better with older adults. 

Also, look for any patterns. Are participants answering with a similar theme or in a similar manner? Try to dig deep when responding to questions that tend to generate similar responses. For example, one of our questions consistently triggered participants to talk about their independence. So we took it a step further by asking them what independence meant to them. Their stories surprised and enlightened us.

Use visual methodologies to broach sensitive subjects

Two important outcomes we hoped to gain from the interview series were to learn about our participants’ care circles and their comfort with technology. Some participants were hesitant to admit that they lacked a care circle or had limitations with technology. To minimize any sensitivity to these subjects, we introduced a visual mapping tool, or relationship map, to help to guide the questioning. 

Relationship Map 

A relationship map is a diagram that shows relationships or connections applied to an organization or an individual. This type of visual tool can serve as an effective means for broaching sensitive topics and can help ease participants’ inhibitions. In this case, we used relationship maps to encourage participants to share information about their care circles. Not only did relationship mapping help participants relax, but the exercise also generated a lot of excitement. After the interviews, many participants commented about the relationship maps, enthusiastically sharing their experiences and care circle outcomes with their peers. 

How does a relationship map work?

Our relationship map showed a bullseye with three layers. The middle of the bullseye represented the participant, while the outer layers represented their connections and level of connectedness with the participant. We asked participants to think about themselves in different scenarios, whether feeling lonely, having a home medical emergency, or going out and having a good time. Then we asked participants to tell us how they would fill out the diagram if they were in the middle of each scenario, including how they would reach a close caregiver or family member and how that individual would help. (See above example.)

Frequency and emotion scales

Relationship maps played a vital role in our user research and design for older adults. In conjunction with relationship maps, we used frequency and emotion scales to measure how frequently participants use technology tools and how using these tools made them feel. As a conversation starter, we asked participants to tell us about all the electronic devices they use. Next, we asked them to place their usage of those devices on a frequency scale – how often they used those devices and for what purpose. We then provided participants with various sticky notes, each depicting a different technology device, and asked them to post the sticky notes on the emotion scale below. 

Conduct a daily debrief with your team 

Research studies encompass many moving parts. Multiple researchers interview multiple participants simultaneously. A daily debrief helped align our team. We also updated to our extended team, routinely sending short virtual postcards or Slack messages with daily highlights and other pertinent information. These communications helped document the interview process and served as a valuable reference as we began the analysis process. 

User interviews – a gateway to empathy

User interviews are the single most effective method for gathering qualitative information and gaining an in-depth understanding of our users’ needs, motivations, and pain points. In our engagement with CommuniCare, our user interviews helped us establish initial user archetypes that helped inform product strategy decisions, market research, and future feature development designed to address our users’ distinct needs. Our interviews also informed the structure and activities of the co-creation sessions in the study. 

By digging deep into our user’s perceptions, activities, and experiences, we could better understand their motivations and challenges and design a product that meets their needs and that they would love. 

Usability testing – understanding context & impressions after use

Usability testing is a human-centered methodology used to evaluate a product or service with real people to determine if the product design is intuitive and meets the specific needs of a user. In usability testing, researchers ask users to complete a list of tasks while they observe and document the users’ interactions. We conducted usability testing across two different phases of our research study.

To understand context, we conducted a series of in-person usability tests. We performed a task-based evaluation of the live beta product experience while recording the session on a usability testing platform. As we shared different scenarios with participants, we asked them to think out loud as they interacted with the product and performed various tasks.

Usability testing learning objectives: 

• Gather first impressions of the product and its ease of use
• Determine whether users can perform tasks within our product 
• Identify problems or pain points that need troubleshooting 
• Discover if the product presents any accessibility issues 

Usability testing methodology

Our research team performed 30 in-person usability tests, each lasting 45 minutes. Each test with the participant included the product, an observer, and a notetaker. We asked participants to carry out specific tasks during the tests while giving them different contexts. We then asked a series of questions ranging from general questions to very specific questions about their interactions with the product.

Usability testing: What we learned 

Though we have plenty of experience in user research, we always pick up valuable insights during each new engagement. During a week of usability testing with older adults, we found it especially important to set clear objectives and communicate with participants throughout the testing phase. Here are some tips we picked up during the planning phase of usability testing.

• Share goals and expectations
• Simplify language
• Simplify tasks
• Use prototypes

Explain your goals and expectations

Starting a usability test can be daunting for anyone. We recorded participants throughout the sessions, both on video and audio. For seniors, this exercise can be particularly anxiety-inducing. Older participants often looked to us for approval to see if they carried out the task properly. Many of our participants wanted to take notes so they could more easily repeat each step when using the product independently.

To put participants at ease, we provided an overview at the beginning of each session, outlining our objectives for the sessions and requesting that they share their thoughts – or think out loud – during the study. We also reminded them that the purpose of the session was for us to simply observe their first interactions with the device rather than to teach them how to use it. 

Further, it was important to remind the participants throughout the study that they were not being judged or tested. When they sought our confirmation or approval, we were careful not to respond. Instead, we asked boomerang questions, such as: Do you think that’s the best way to perform that action? Would you have done it another way? What might you do differently?

Simplify your language

In the UX world, we throw around words like prototype, grid, banner, and hamburger. Of course, these terms mean nothing to people outside the field, and they can confuse older adults. To avoid confusion, we created friendlier terms that our participants might better understand. For example, instead of using hamburger, we used the term menu. Using familiar words not only helps participants during usability testing, but user-friendly terminology is also vital during the design phase.

Simplify tasks

Testing several actions simultaneously may be tempting, particularly when using high-fidelity prototypes. We’ve learned to keep it simple, giving our testing participants only one task at a time. It may sound easy to assign a single task to a large group, but it often requires lengthy instructions and can cause confusion among participants. On the other hand, circumstances may call for breaking down a large task into multiple, smaller tasks. Giving participants short-term goals can improve their focus and help reduce the risk of overwhelming them. 

It’s also important to keep initial tasks fairly simple so participants have time to adjust to the process and screens. To monitor their understanding, we asked participants to narrate what they saw on each screen. Sometimes they needed reminders. For example, we said things like, Remember to tell me what you are thinking. It’s very important for us to hear your thoughts at this moment. 

Using prototypes: Paper prototyping wins the day 

To observe how users interact with a product is a critical exercise in user research and design for older adults. A key objective when testing a prototype is to collect participant feedback for product refinement. In the second phase of our study, we wanted to gauge impressions after use. As participants interacted with the prototype, we paused at each screen to ask them specific questions. 

During our interviews, some participants withheld their opinions because they feared being perceived as incapable. We concluded that many of the problems that participants faced during the usability testing weren’t due to the product but were due to the participants’ confidence levels.

To adapt to the participants’ needs, we used a different approach with the usability test. First, we showed them a printed version of the prototype, a low-fidelity prototype that we used to demonstrate interactions. The low-fidelity prototype allowed us to test the window flows, validate the concept, and observe how participants would imagine interacting with the product. Participants responded well to this approach. They drew on the paper prototypes and discussed challenges they might face while using the product.

After testing the paper prototype, we then tested participants with an actual pilot app. 

We discovered that when participants interacted with the paper prototype first, they had more confidence when it came time to use the pilot app. This initial Interaction with the paper prototype improved participant feedback and generated more questions.

Usability testing is critical to exposing product flaws

Overall, usability testing played a vital role in creating a better user experience for our users. By gathering user feedback on the beta app and prototypes, we uncovered interface and accessibility issues at the beginning of our product’s development and fixed them before releasing the product. Moreover, user feedback helped validate the product’s functionality and appeal to our users.

Diary studies – natural use over time

A diary study helps researchers gather personal notes and user feedback about their general experience interacting with a product or service. In our engagement with CommuniCare, we asked participants to document their impressions and interactions with a product for 10 – 12 weeks. We collected the user journals for analysis every two weeks, replacing them with new journals. The diary studies provided pertinent insights into how users interact with a product, from set-up and use to learning.

Diary study learning objectives: 

• Gain insights about the overall user experience 
• Observe habits that emerge when using the product and how they occur
• Measure level of user engagement and note their primary tasks 
• Note user attitudes towards the product, especially any pains points
• Observe changes in behavior or perceptions 
• Validate the customer journey
• Uncover any new marketing opportunities 

Diary study methodology

In each diary study, we provided participants with interactive journals for 2 – 3 weeks. Each diary study included 2 – 4 exercises about the product stage they were experiencing – from initially learning about the product to the product setup and onboarding, and finally, the use of the product in a real-life context. We also added an activity log query to each diary study so participants could fill out questions about their experiences and provide feedback. We used our MVP to examine participants’ engagement, behavior, habits, gains, pain points, future needs, and motivations. 

Diary studies: What we learned 

Diary studies are one of the most effective ways to learn about user behavior and a participant’s genuine impressions of a prototype. Diary studies create a safe space for participants to share their experiences and thoughts without fear of judgment, which is particularly important in working with older adults who may not be comfortable with technology.

Offer a variety of communication options

Most people prefer various communication options to choose a method that best suits them. This is particularly true for older adults who may have vision or hearing problems. With this in mind, we offered participants both written and oral formats. Participants shared their responses with our on-site assistant, who entered these comments into a shared Google sheet. 

Give clear and concise directions

Provide clear and concise instructions in your diary studies. Because participants will be entering comments without facilitators by their side, they will need clear written instructions.

Consider readability & accessibility

Diary studies are generally provided in a written format, so pick a font size and color that will be easy for older adults to see and read.

Communicate expectations

When seeking input on a prototype, participants must understand what’s expected of them. A prototype, by definition, is something new and innovative, so it’s not surprising that people may feel uncertain about expectations during each activity.

For example, participants grew anxious about expectations in one of our activities called Breakup or Love Letter. In the activity, we asked participants to write a letter to the software that was communicating either a breakup with the product or a love letter about it. Some of our participants were hesitant to write a breakup letter because they feared a breakup would end their role in the study. We needed to reiterate the point of the activity, carefully restating objectives and explaining how their feedback would be used.

Diary studies are an efficient way to collect qualitative data

While diary studies can’t provide a complete picture of a user’s impressions, they are a critical tool in user research because they offer a simple way to obtain longitudinal information about a user’s impressions, preferences, and behaviors over time – and from multiple participants simultaneously.

In our engagement with CommuniCare, diary studies provided us with continual feedback during the initial release of the pilot program, allowing us to identify pain points that users’ experienced while interacting with the app. These studies also shed light on user questions about the product, their assumptions, and how well users understood the app’s multiple uses and benefits – another critical element in user research and design for older adults.

Co-creation workshops – impressions after use

A co-creation workshop is a space for collaboration in which users and researchers participate together in the creation process of a new product or service. In our engagement with CommuniCare, we conducted a co-creation workshop that included all study participants and a series of smaller workshops broken down by archetype.

Workshop learning objectives 

• Observe initial impressions of the product
• Gather user questions 
• Identify opportunities to improve
• Note user behavior & preferences according to archetypes

Workshop methodology

We conducted seven workshops in one week. In the first workshop, we introduced users to the idea of co-creation and showed the participants our progress with the product and its updates. We then grouped participants into different archetype profiles and conducted five small workshops, in which we co-created around different themes like: 

• Security & trust 
• Vitality & independence 
• Partnership & transitions 
• Caregivers & family 
• Community & friendships 

Workshops: What we learned 

During the workshop phase of the study, we were careful to maintain clear objectives while also allowing for some flexibility. Throughout the workshops, we focused on clear and continual communication and ease of accessibility to our workshop spaces and activities. 

• Build rapport
• Be prepared to pivot
• Be intentional
• Develop a workshop outline
• Use familiar language
• Consider accessibility
• Plan for memory and learning challenges

Build a rapport

To communicate effectively with older adults, it’s critical to build a face-to-face rapport. For example, during our pilot, we continually kept in contact with participants, sending thank you notes and simply touching base with them every so often. These little touchpoints helped build trust and a willingness to engage more deeply with us. As a result, when conducting co-creation workshops, our users felt they were heard and that their ideas and feedback brought value to the process. We reinforced the idea that their comments and feedback were going to help shape a product feature while also emphasizing how much we valued their time and effort. 

Be flexible and prepared to pivot during workshop activities

We’ve said it before and can’t say it enough. Flexibility is critical. In our studies, we continually needed to observe and adapt. When participants struggled with an activity, we were prepared to pivot quickly, carefully maintaining focus on the activity goal, yet ready with backup plans if activities needed to be modified. 

For example, we initiated an activity involving movement around the room. But when we saw that our participants were having trouble moving, we quickly modified the activity to allow participants to respond from their seats and hold up answers on sticky notes.

Additionally, we took note of the activities that participants enjoyed the most. For example, in our first small workshop, we performed a role-playing exercise in which participants acted out different scenarios. Our older adults particularly loved that activity, so we adapted our smaller workshops to include various role-playing activities as well. 

Be intentional

Workshop activities need to be well-organized and carried out quickly. If you deviate from the original plan, be sure to appear intentional and decisive.

Develop a workshop outline and agenda 

During our planning process, we drafted an outline for each workshop, correlating each activity with a specific goal. Each activity within the plan included facilitator instructions, objectives, and activity duration. Because participants often prefer certain activities over others, or move through an activity more quickly than expected, be prepared to adjust time frames for activities. For example, we had one discussion activity that was particularly exciting to many participants. During the activity, they really opened up and expressed an eagerness to share. The conversation flowed so well that we decided to modify and abbreviate the following two activities. 

Use language that’s familiar to your audience

Before each workshop, we created and distributed pre-printed cards with questions for our participants to consider throughout the workshops. Initially, our questions were too technical, which flustered our audience. We then had to go back and rewrite several questions using more familiar language. 

When composing questions, use language that is accessible to older adults. Along with each question, you might want to provide a sample answer just in case participants needed some guidance. 

Consider Accessibility

During workshops, it’s important to consider an audience’s accessibility issues. For example, we have found that many older adults cannot easily read deck presentations or hear voices over a microphone. Providing a variety of formats can ensure that participants will receive information in a way best suited for them.

Accessibility tips: 

• Print out presentation decks before the workshop
• Create small group settings to reduce noise. If a large group is necessary, assign a facilitator for individuals with hearing problems. 
• Don’t fill the room with chairs. Rooms should be wheelchair accessible and clear of any trip hazards.

Plan for memory and learning challenges 

When developing workshops, each workshop should have a clear set of goals and build on the previous workshop. When working with older adults, we’ve learned that as we move on to each new workshop, many participants disregard answers from the previous activity, in effect hitting a reset button and starting over. 

To ensure continuity between workshops, we used an outline as a framework and defined clear objectives with each activity.  Sticky notes were also helpful. We left blank areas for sticky notes so participants could fill in what they’d learned from each activity. Then, as we moved through each new workshop, we pointed them to their sticky notes from the previous workshop.

Co-creating with older adults

No matter how much you prepare for a co-creation workshop, the most important component for a successful workshop is emotional safety. Have you pulled in the right people and created an environment in which your participants feel they can share and not be judged? The most basic principle of a successful workshop is to draw everyone into the creative process and ensure that everyone feels valued and heard. 

In our engagement with CommuniCare, our co-creation sessions inspired participants to open up in new and dramatic ways, and as a result, we discovered a new service opportunity for the product, moving us to rethink and reprioritize features on our product development and custom software development roadmap.

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At Digital Scientists, we work with a team of healthcare professionals that builds products and services for aging adults. Our mission is to learn how we can design optimal onboarding experiences for users over 65 to improve retention and to help these users feel valued.

To help us learn more about the needs, pains, and context of adults over 65 – and the user onboarding experience – we conducted four design research studies with a sample of 30 participants. The results of these studies helped to inform our approach to design and strategy for this age group. From this research we gathered insights about how users learn, how they interact with different technologies, and their impressions of the user onboarding experience. Here are five actionable tips we gathered from our studies.

5 quick tips

01. Keep it simple

Keep your copy large, concise and easy to scan. Use an approach that lays out each step in numbered order. Stick with commonly used words and short sentences rather than using technical terms and jargon that might be hard to understand.

02. Face-to-face interactions

Older adults prefer face-to-face interactions when learning how to use new software or devices because they can ask questions in the moment and immediately get a direct answer. By creating a mix of in-person set-up sessions and short videos, you can make a service more approachable for this audience.

03. Hands-on

Incorporate a hands-on approach in your onboarding experience. We find that older adults like interacting with a product directly, often stating that manipulating a product helps them recall functions more easily. Our study participants also enjoy repetition when learning a new feature or software functionality.

04. “Let me take a note”

Older adults like to take notes. In our studies, our older participants wrote down what we said to them so they could refer back to their notes to remember more details about a feature. If possible, provide time and materials for note-taking during the set-up of a new device.

05. Easy Instructions

To help seniors with the onboarding process, we recommend highly visual, straightforward, step-by-step instructions. During our interviews, participants shared examples of their favorite onboarding processes. One example that several participants mentioned was Nintendo Wii. Many of our participants – from the from the tech-savvy to the tech illiterate – referred to how much they loved the Wii onboarding design. It offers a seamlessly guided onboarding process that uses large graphics and a well-paced introduction to its games and controls. Like Wii, be sure to offer clear step-by-step instructions to ensure a positive experience and higher retention. (Leave-behinds are also very helpful in explaining screens and functionality.)

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When you imagine a 75-year-old using a new cellphone, you might picture someone squinting at a screen, tapping on their phone with a look of confusion.

Our cultural biases may cause us to perceive older adults as less capable with technology. This form of ageism, particularly in the United States, can impact how UX designers design for seniors. It’s important to be conscious of that possible bias and to approach design with an open mind. Aging is a highly individual experience and not always an indicator of skills and abilities. To design a product that is effective for an older adult, we need to understand there’s a wide range of skills among the elderly.

Why should we care?

According to PRB, the number of Americans over the age of 65 is estimated to nearly double from 52 million in 2018 to 95 million by 2060. Additionally, individuals that are over the age of 65 are 50 times more wealthy than those under 36. Yet this demographic attracts just 10% of marketing budgets and less than 1% of global innovation. 

Through empathy, we can make technology more accessible to older adults

When older adults walk into a bank, some of us may be quick to judge rather than, for example, to offer them help with online banking. When seniors struggle with smartphones, we might inwardly smirk rather than jump in with assistance. 

With each act of indifference, we may be pushing seniors to the margins. To address this, we need to ask ourselves how we can make technology more intuitive and accessible for older adults. How can we be more inclusive rather than ignoring this significant and large demographic?

What can designer researchers do to reduce ageism?

Stereotype mapping

To recognize any age bias on your team, here’s a great activity. 

• Write down any stereotypes you might have of older adults, either on sticky notes or on a MIRO board.
  
• Note whether your team members have varying perceptions of older adults or a common view. (Culturally diverse teams will likely have more varied perceptions of older adults.)
  
• Visualize any stereotypes before you begin your research process. By raising your level of awareness prior to beginning your research, you can help minimize bias creep.  

When planning interviews, avoid using stereotypes in your questions 

Prior to drafting your interview questions, review your questions against your stereotype map. Do any of your questions imply a stereotype? Are your questions leading in any way? Are your own assumptions about the topic getting in the way?

For example, consider this question, “Is your family taking care of you and your health?” In response to this question, a participant may feel too embarrassed to give an honest reply and instead respond with only positive feedback, which could skew interview results. To minimize this possibility, we suggest you write clear, neutral statements in your interview questions. For example, when planning an interview, consider using broad questions to introduce a topic. Then, you can narrow the scope with more specific questions.

Recruit a diverse pool of participants

No matter what product you are designing, we suggest you include people over 65 in your research. By assuming that only a certain type of stakeholder will be using a product, you could lose a valuable opportunity. Open your age gap when recruiting. You might be surprised how many seniors also would find value in using your product. 

Designing for older adults can lead to more innovative products

Even as the population of older Americans continues to expand, ageism will likely continue to be prevalent in the U.S. to some degree. By taking a proactive approach to recognizing our biases, we can begin implementing positive changes in our design practices to reach this often-overlooked audience. By listening and trying to better understand the needs and pains of older adults, we can incorporate their ideas into our research and find ways to improve our design and software development to create products inclusive and innovative. 

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Visibility throughout the design workshop process 

Before the days of remote work, clients could attend a workshop in one of our offices, where they would see posters, Post-it notes, and colorful visual markers on the walls. The office was full of creative energy and stimulated imagination. The vibrant colors and visuals helped attendees measure their progress during the workshop. The visuals also enabled us, as facilitators, to showcase what was accomplished at the end of a session. Just as visual stimuli is critical in a physical space, it’s even more important to incorporate it in a remote environment. So, how can you simulate a creative environment online? Three simple ways. 

The invitation 

The starting point of a physical workshop is different than that of an online workshop. In a remote environment, the workshop actually begins from the moment you invite participants to join. The initial introduction presents a perfect opportunity to spark curiosity and begin telling the story – the  journey, the experience, and the intended outcomes. 

*Tip: Be fearless, and bring out all your tools. Tell a compelling story and create an invitation that’s hard to resist. Craft a communication that POPS! 

The boards 

When setting up your workshop space, organization is crucial. We recommend that you use Miro frames to set up your virtual workboards. Assign each participant their own sticky note color and region of the board. Be sure that when you introduce moments of personal work, you give them a personal space on the board. For group converging, create extra-large boards and suggest participants use Post-it notes and dot-votes. 

*Tip: When you have finished your board layouts, lock down all the content to prevent accidental moves or editing by your attendees.

The impact 

Attendees will want to see how their input has impacted the overall project. In turn, they will want to see how workshop output will contribute to the overall product, service, or company need.

*Tip: Create a timeline during your workshop that illustrates project phases. Include the actual workshop in that timeline, and show participants how the workshop serves as a starting point for various activities. This will help attendees see their workshop contributions and provide a visual aid in measuring workshop output. (Show an example of the graph.) 

Takeaways 

Record your workshops. Use the recording as a tool to show your client the ideas, problems, and solutions stemming from the workshop. Documentation will help you accurately measure workshop outcomes. After completing the workshop, send the clients or participants an overview of the next steps and the project timeline. 

Are you ready to engage with an experienced UI UX design agency? Let’s talk.

Contributor

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Connection in a design workshop 

Participants need to feel emotionally safe to share ideas. Design workshops are most successful when you can push people to think outside their comfort zones. Establish a safe and trusting environment by nurturing connections prior to the workshop.

Pre-workshop communication 

Use Slack to your advantage. A few days before the workshop, set up a Slack channel and ask participants to introduce themselves. Start with some simple questions to warm up the team. Get creative. Include questions about their home offices, their weekend activities – and, of course, their pets. Get people to share something about themselves to create a bond. 

Workshop introductions 

Always begin your first virtual meeting with introductions. If participants have not met, run through introductions first, beginning with each team-member’s role and something fun they can share about their background. Include a few icebreakers to break down barriers. Next move on to the agenda and rules. Keep an eye on your participants. Do any of them look confused or disengaged? Pause frequently and ask if anyone has questions.

During the workshop 

Be sure to address your participants by name. Seems obvious, right, but you’d be surprised how often facilitators neglect to do this or don’t study the names prior to the workshop. Addressing someone directly by name is an effective tool for coaxing reserved individuals into a discussion and of course highly impactful when recognizing someone for a great contribution. 

Note: Be sure to ask participants if they have a preferred gender pronoun. This can leave a lasting impression and avoid hurtful assumptions. 

After the workshop 

Sometimes ideas that stem from a workshop are not implemented immediately, which can discourage participants, who may feel that their input wasn’t useful. But often, these contributions may be used in a later stage of product development. To minimize the perception that a good idea was ignored, it’s important to foster post-event connections by sending participants updates or virtual postcards of how the workshop evolved over time. This is validating for the participant and continues to foster trust. 

Takeaways 

There are no shortcuts to building trust. It‘s a continual activity that requires planning and commitment. Watch closely for opportunities during an event to foster connection. And make the most of technology to engage remote participants.

Are you ready to engage with an experienced UI UX design agency? Let’s talk.

Contributor

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The art of communication in design workshops 

During a workshop, communication needs to be seamless and simple. To achieve smooth communication, facilitators need to first organize their internal team and the workshop structure. Here are some tips to set the stage for a natural flow in conversation.

Establishing communication with the team 

Your team will be your first line of support as you lead or facilitate a workshop. Not only will your internal team be critical during workshop prep, but they also can help you stay focused during workshop exercises. To get the most from your team, you’ll need to clearly communicate workshop goals and how the exercises will move you toward those goals.

Prepare well 

Fail fast, fail often – or prototype your workshop. Take a dry run through your workshop using your team as participants. They’ll be your most honest critics. Walk them through your exercises and seek their feedback on presentations. Dry runs are fabulous for uncovering communication gaps and highlighting superfluous activities. Demand honesty from your team and be open to change. Like your clients, your colleagues may be short on time and attention. Therefore, a dry run will help you test how efficiently you’re communicating and the overall flow of the workshop.

Establish roles 

Be clear about the role of each team member, and clarify well in advance what you expect, especially in regards to preparation, assistance, and output. We also suggest you assign the following roles prior to the workshop:

• time-keeper
• note-taker
• recorder

*Tip: Consider using multiple facilitators in your workshop. This can improve the speed and frequency of communication and is particularly helpful during remote facilitation. 

Establishing communication with the participants 

Have a clear agenda

Prepare an agenda two weeks in advance of the workshop. Not only will an agenda help participants plan their day and prepare appropriately for activities, but it can serve as a useful planner for the facilitator – a tool to ensure you have enough time to gather necessary information for workshop activities. Email the agenda to workshop participants one week before the workshop, and post it on your Miro board as a reference for participants. 

*Tip: Schedule a 5-minute break between each session. It’s a great way to keep your audience refreshed and engaged. 

Listen in 

Listen to conversations with intent and with an open mind. To encourage the flow of communication and questions, keep your Slack channel available for participants during the workshop. You should only guide participants through the exercises. Avoid providing them concrete solutions. 

*Tip: It’s hard to get deep in remote environments, so don’t be afraid to communicate often and frequently to reinforce a point and find alignment.

Check-ins 

Periodic check-ins allow for question exchange during a workshop. During in-person workshops, it is easy for a facilitator to pop by different groups to see their progress and orientate them. In a remote environment, where participants likely are working from home, there may be more distractions. Online check-ins can help re-orient participants. Make the most of Zoom, Slack, and even email. 

*Tip: Encourage participants to exchange questions in the chat window, Slack, or email to make interactions feel less daunting. 

Takeaways

For remote workshops to flow seamlessly, it’s important to establish consistent and planned communication. Leverage your online tools. Used strategically, they can make a remote workshop as effective as an in-person workshop.

Are you ready to engage with an experienced UI UX design agency? Let’s talk.

Contributor

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