While every project—app, website, etc.—follows Google’s Design Thinking framework, for the sake of reducing repetition, this case is somewhat abbreviated. For a complete example of my design thinking and UX/UI Design process, view the Harris Center case study.
CASE STUDY:
WALTR APP
ROLE: |
SOLE UX/UI DESIGNER |
TIMELINE: |
6 MONTHS (SEPT ‘20 – MAR ‘21) |
DESIGN: |
|
MARKETING: |
|
THE ORIGIN
During the COVID-19 pandemic, families faced unprecedented challenges as they were separated from their loved ones in retirement and nursing homes. With visitation restrictions in place, a profound sense of isolation and helplessness overwhelmed patients and their friends and families.
Mascouche, Quebec-based software development company, HiveHub’s, founder and CEO had an elderly relative so felt this frustration first hand, and he was in a position to do something about it. In a flash of inspiration, Waltr app was conceived.
THE challenge
As UX/UI Designer, I needed to learn as much about the retirement home industry, the likely user groups, their wants, needs, and probably pain points, and more to design an app that would bridge the physical and emotional separation so many were experiencing.
MVP features included basic texting, video calls, co-play games, and a picture album. In further iterations, we added communication with caregivers and facility management which required HIPAA-secure account managment, and much more.
THE ORIGIN
Waltr exceeded every stakeholder and user expectation. The app successfully connected families, improved patient care, and alleviated emotional distress. It served as a reliable and secure platform for communication, facilitated gameplay, photo sharing, and provided essential health tracking features. Representatives from each user group expressed their satisfaction with the final product and our responsiveness to incorporating their feedback into each development iteration.
THE PROCESS
DEFINE/UNDERSTAND
Throughout each phase of the project, I ensured a thorough understanding of the purpose and goals of the build. This involved conducting field studies to gain insights into the needs and preferences of the target user groups. Stakeholder interviews, and requirements analysis shape the project direction.
RESEARCH
To inform the design phase, we conducted research, including a competitive analysis, design reviews, persona building, task analysis, journey mapping, and human-centered design. I also crafted user stories.
DESIGN/BUILD/DEVELOP
I created a comprehensive sitemap, planned accommodations for accessibility, ADA/508 compliance, and multiple languages. I developed wireframes and high-resolution mockups that kept branding other necessary design considerations in the forefront.
Though not in the original scope, I designed with responsiveness in mind, which paid off when a client later requested a mobile version!
DELIVERY
SAMPLE SCREENS: CUSTOMER PATH
SAMPLE SCREENS: CUSTOMER PATH
SAMPLE SCREENS: CUSTOMER PATH
TESTING
Launching your app is just the beginning. Prompt implementation of testing and iterative improvements post-launch are keys to long-term success. User feedback and real-world usage reveal insights that can refine your app, enhance its performance, and ensure it stays relevant.
To ensure the app’s quality and usability, extensive testing was conducted. This included qualitative usability testing, limited user group outreach and accessibility evaluation, and benchmark testing.
Regular updates and a commitment to excellence make your app a trusted, evolving companion for your users. The journey doesn’t end at launch; it continues with each enhancement, delivering a continually improving user experience.
LISTEN/ITERATE/APPLY
LESSONS LEARNED
Throughout the journey of developing the Waltr app, we embarked on a meaningful mission to make a positive impact on the lives of individuals who were separated from their loved ones during challenging times. Witnessing families reunite virtually and hearing the heartfelt stories of caregivers and facility administrators who found solace in our app was truly gratifying.
One key learning from this project was the value of building with expandability in mind. By taking the time to establish a robust design system and ensuring scalability, we were able to seamlessly transition from a tablet-only experience to a mobile app. This foresight proved essential as the demand for Waltr grew, allowing us to adapt and modify the app to meet the evolving needs of our users.
This project has reinforced the importance of empathy-driven design and the power of technology in fostering connection and support. It has been a remarkable journey, and we are humbled to have played a role in bringing families together and easing the lives of dedicated caregivers and facility administrators.
PLUS
ORIGINAL AND REVISED WALTR APP LOGOS
WALTER APP WHITE PAPER
(select pages)