Designing for empathy: A UX case study on Caregiver Saathi
Where
Mumbai, India
Timeline
3 Months
What
Website Design
Role
Freelance UI/UX Designer
When
2021
Tools
Figma, Procreate
About Caregiver Saathi
Caregiver Saathi is a website that offers support and resources for caregivers of patients with terminal illnesses or chronic conditions in India. The website's goal is to improve the quality of life for caregivers and the patients they care for.
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In this UX case study, I will be documenting the website redesign process using the double diamond design model to the case study to illustrate the design process and the solutions provided by the Caregiver Saathi website.
Objective
To create a more empathetic and user-friendly Caregiver Saathi website, fostering a supportive digital space for caregivers and patients in India.
Design Process
The double diamond design model is a design process that involves four stages: discover, define, develop, and deliver. The model helps to ensure that designers understand the problem and create solutions that meet user needs.
Stage 1: Discover
During the Discover stage, my primary focus was on gathering comprehensive information and insights to gain a profound understanding of the challenges faced by caregivers of patients with terminal illnesses or chronic conditions on the Caregiver Saathi website. This exploration aimed not only to identify the problem areas but also to discern whether the issues were rooted in design-related aspects or usability-related concerns.
To initiate this process, I referred to the target audience specified in the brief and developed user personas.
Target Audience
Caregivers
Families & Care Recipients
NGOs & Support Organizations
Healthcare Professionals
Government & Policymakers
Persona
To provide valuable insights and guide our strategies, I have developed a set of personas that embody the real-life journeys of caregivers in different contexts.
Old Site Analysis
Upon conducting a heuristic analysis of the Caregiver Saathi website, we observed areas that could be improved to better serve both businesses and individual users. I identified several issues that may discourage individuals from engaging with the platform.
Home Page
Registration
Donation
Stage 2: Define
This stage intricately connected with the insights gained from heuristic analysis and the creation of user personas during the Discover stage. As we delved into the challenges faced by caregivers and patients, pivotal questions emerged, aligning with the findings of the heuristic evaluation.
Challenges
How can we enhance website navigation to make it more intuitive for users with varying digital literacy levels?
In what ways can we infuse empathy into the design to create a more supportive & comforting digital environment?
How might we provide personalized resources and support to cater to the diverse needs of caregivers and patients?
Goals
The research revealed that caregivers need emotional support, understanding, and guidance from experts and others who have similar experiences. The research also showed that caregivers face several challenges, including emotional stress, isolation, and lack of access to information and resources.
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After thorough brainstorming, we have devised the following goals for how Caregiver Saathi can provide assistance:
Educational Resources
Supportive Community
Advocacy & Awareness
Time Management Tools
Self-care
Resources
Collaboration with
Professionals
Problem Statement
The Caregiver Saathi website grapples with a dual challenge: an intricate navigation system and a lack of empathetic design elements. Users face usability gaps, demanding a more intuitive interface, while the absence of empathetic design hinders the creation of a comforting digital space crucial for caregivers and patients seeking support. The redesign aims to rectify these issues, ensuring a seamless and compassionate online experience for all users.
Stage 3: Develop & Design
The develop phase involved ideation and prototyping of solutions to address the user needs.
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The design of the Caregiver Saathi website is simple and clean, with a white background and purple accents. The website features a responsive design that adjusts to the user's screen size, making it easy to access the website from different devices. The layout is easy to navigate, with a clear menu bar that allows users to access different sections of the website, such as resources, events, and services.
Information Architecture
Information architecture was pivotal in restructuring the website, which was burdened with extensive content. It played a vital role in establishing a coherent and user-friendly structure, ensuring logical grouping of content. This streamlined organization enhanced user navigation, making it effortless for visitors to find the information they seek.
Initial Sketches
Once I organized all the research and defined the solution, I was eager to dive into the design phase and explore potential designs for the Caregiver Saathi website. To kickstart this process, I began by sketching out quick and rough concepts for the website layout. These sketches served as a visual brainstorming session, allowing me to explore various ideas and possibilities.
Home Page
Our Services
Lo-fi Wireframes
One of the crucial steps in the development process was creating low-fidelity (lo-fi) wireframes. These wireframes served as a blueprint for the website's layout and functionality, providing a visual representation of the design concepts in a simplified manner.
To create the lo-fi wireframes, I used Figma to sketch out the basic structure and components of each webpage. Since the focus was on the layout and content placement rather than visual details, I kept the wireframes intentionally simple and devoid of elaborate visuals.
Desktop Version
Mobile Version
Stage 4: Deliver
The Deliver stage involves implementing the final solution and ensuring its sustainability.
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For Caregiver Saathi, this stage involved launching the website and continuously improving it based on user feedback. The website's founders also partnered with doctors, health practitioners, employers, and well-wishers of caregivers to build a supportive community for caregivers.
Color Palette
I selected the colors purple and cyan for the Caregiver Saathi website to maintain brand consistency, evoke emotions of compassion and dignity, provide visual harmony, and create an engaging user experience for the caregivers who rely on the website for support and resources. This helps guide users' attention to essential information and encourages them to take desired actions on the website. The combination of purple and cyan creates a sense of harmony and contrast, making important elements and calls to action stand out effectively.
Typography
I chose the Nunito font for the Caregiver Saathi website because it is highly legible, friendly, versatile, and offers different weights for visual hierarchy. It creates a welcoming atmosphere and ensures caregivers can easily access the information they need.
Hi-fi Prototype
Home Page
Caregiver Page
About Us Page
Donate Page
Conclusion
In conclusion, the redesign of the Caregiver Saathi website has been a success, thanks to the application of the double diamond design model. By conducting extensive research, developing personas and use cases, and wireframing and prototyping solutions, the website's founders were able to create an integrated ecosystem of well-being for primary caregivers of patients with terminal illnesses or chronic conditions in India. The website's simple and clean design, responsive layout, and clear menu bar make it easy for users to access the website's resources, events, and services.
Future Recommendations
In moving forward, Caregiver Saathi can amplify its impact by adopting a user-centric approach focused on continuous improvement. Exploring the integration of virtual support groups, webinars, and online events will nurture a dynamic and interactive community. Multilingual support and additional accessibility features will ensure broader inclusivity. Building collaborations with healthcare professionals and community organizations will expand the platform's reach and depth of support. Ongoing user training sessions, coupled with the expansion of educational content, will empower caregivers and patients. Considering the development of a mobile application and exploring emerging technologies like AI-driven support will further elevate the user experience. Caregiver Saathi's commitment to these future recommendations will not only solidify its role as a crucial resource but also position it as a responsive ally, attuned to the evolving needs of its user community in India.
