iCare
iCare
iCare
Designed a chatbot to provide mental health assistance
Designed a chatbot to provide mental health assistance
Designed a chatbot to provide mental health assistance
TIMELINE
TIMELINE
TIMELINE
Feb 2023-Current
Feb 2023-Current
Feb 2023-Current
DESIGN ROLE
DESIGN ROLE
DESIGN ROLE
Product, UX/UI, Research
Product, UX/UI, Research
Product, UX/UI, Research
TYPE
TYPE
TYPE
Research Project
Research Project
Research Project
TEAM
TEAM
TEAM
4 UX Designer, 2 UX Researcher, 13 Software Engineer
4 UX Designer, 2 UX Researcher, 13 Software Engineer
4 UX Designer, 2 UX Researcher, 13 Software Engineer
PROBLEM
PROBLEM
PROBLEM
Older adults are hesitant to seek mental health support from providers due to stigma and accessibility.
Older adults are hesitant to seek mental health support from providers due to stigma and accessibility.
Older adults are hesitant to seek mental health support from providers due to stigma and accessibility.
42%
42%
people > 70 experienced depression mood
people > 70 experienced depression mood
people > 70 experienced depression mood
56 %
56 %
people >70 had never seen a health professional
people >70 had never seen a health professional
people >70 had never seen a health professional
95.6%
95.6%
U.S. adult reported at least 1 barrier to mental health access
U.S. adult reported at least 1 barrier to mental health access
U.S. adult reported at least 1 barrier to mental health access
SOLUTION
SOLUTION
EXPRESS
EXPRESS
EXPRESS
LEARN
LEARN
LEARN
UNDERSTAND USERS' PAIN POINT
UNDERSTAND USERS' PAIN POINT
UNDERSTAND USERS' PAIN POINT
Conducted user research to understand older adults' preferred approach in seeking mental health support.
Conducted user research to understand older adults' preferred approach in seeking mental health support.
Conducted user research to understand older adults' preferred approach in seeking mental health support.
Method: User interview, user survey
Method: User interview, user survey
Method: User interview, user survey
Do you or a loved one have experience with mental health issues?
Do you or a loved one have experience with mental health issues?
Do you or a loved one have experience with mental health issues?
5
5
out of 8 average
out of 8 average
out of 8 average
Are you currently seeking mental health support from providers?
Are you currently seeking mental health support from providers?
Are you currently seeking mental health support from providers?
25%
25%
seek mental health support
seek mental health support
seek mental health support
What specific mental health topics or concerns would you like to address?
What specific mental health topics or concerns would you like to address?
What specific mental health topics or concerns would you like to address?
Anxiety
Suicide risk
Depression
Anxiety
Suicide risk
Depression
Anxiety
Suicide risk
Depression
USER RESEARCH INSIGHT
USER RESEARCH INSIGHT
USER RESEARCH INSIGHT
01
01
01
Privacy
Privacy
Privacy
Older adults want a safe place to talk about their feelings where no one else knows or gets involved.
Older adults want a safe place to talk about their feelings where no one else knows or gets involved.
Older adults want a safe place to talk about their feelings where no one else knows or gets involved.
02
02
02
Awareness
Awareness
Awareness
Older adults sometimes do not aware their symptom is related to mental health issue and is treatable.
Older adults sometimes do not aware their symptom is related to mental health issue and is treatable.
Older adults sometimes do not aware their symptom is related to mental health issue and is treatable.
03
03
03
Accessbility
Accessbility
Accessbility
There are difficulties in accessibility resources effectively.
There are difficulties in accessibility resources effectively.
There are difficulties in accessibility resources effectively.
CHALLENGE
CHALLENGE
CHALLENGE
HMW create a solution for older adults that ensures privacy, increases awareness of mental health issues, and improves accessibility to mental health resources?
HMW create a solution for older adults that ensures privacy, increases awareness of mental health issues, and improves accessibility to mental health resources?
HMW create a solution for older adults that ensures privacy, increases awareness of mental health issues, and improves accessibility to mental health resources?
USER PERSONA & JOURNEY
USER PERSONA & JOURNEY
Turning insights into concept…
Turning insights into concept…
Turning insights into concept…
I took the insights from my affinity mapping and explored the potential solutions.
I took the insights from my affinity mapping and explored the potential solutions.
I took the insights from my affinity mapping and explored the potential solutions.
Idea 1: Chatbot(Selected)
Idea 1: Chatbot(Selected)
Strengths
Straightforward and simple to use
1-stop solution to express emotion and learn more about mental health issue
Interactive and engaging, motivating users to continue use it.
Strengths
Straightforward and simple to use
1-stop solution to express emotion and learn more about mental health issue
Interactive and engaging, motivating users to continue use it.
Strengths
Straightforward and simple to use
1-stop solution to express emotion and learn more about mental health issue
Interactive and engaging, motivating users to continue use it.
Weakness
More effort in developing the solution
Chatbot cannot solve complex mental health problems
Weakness
More effort in developing the solution
Chatbot cannot solve complex mental health problems
Weakness
More effort in developing the solution
Chatbot cannot solve complex mental health problems
Idea 2: Mental health learning platform
Idea 2: Mental health learning platform
Idea 2: Mental health learning platform
Strengths
Can provide comprehensive learning resources to help users ease their mental health problems.
Goal settings and progress tracking can motivate users to continue learning about mental health problem.
Easier to implement the solution.
Strengths
Can provide comprehensive learning resources to help users ease their mental health problems.
Goal settings and progress tracking can motivate users to continue learning about mental health problem.
Easier to implement the solution.
Strengths
Can provide comprehensive learning resources to help users ease their mental health problems.
Goal settings and progress tracking can motivate users to continue learning about mental health problem.
Easier to implement the solution.
Weakness
Learning modules with video and context content might be tedious.
Less straightforward for people to find the exact resources.
Cannot provide emotion support and a place to throw bad emotion.
Weakness
Learning modules with video and context content might be tedious.
Less straightforward for people to find the exact resources.
Cannot provide emotion support and a place to throw bad emotion.
Weakness
Learning modules with video and context content might be tedious.
Less straightforward for people to find the exact resources.
Cannot provide emotion support and a place to throw bad emotion.
After exploring different options and discuss with mental health experts, our team select the first idea, which is a chatbot, because it is able to provide a simpler user experience, and is able to not only increase accessibility and awareness, but also provide a private space for older adults to express their emotion.
After exploring different options and discuss with mental health experts, our team select the first idea, which is a chatbot, because it is able to provide a simpler user experience, and is able to not only increase accessibility and awareness, but also provide a private space for older adults to express their emotion.
After exploring different options and discuss with mental health experts, our team select the first idea, which is a chatbot, because it is able to provide a simpler user experience, and is able to not only increase accessibility and awareness, but also provide a private space for older adults to express their emotion.
Accessibility consideration
Accessibility consideration
Accessibility consideration
Conducted usability testing to ensure the solution is accessbility and intuitve to older adults.
Conducted usability testing to ensure the solution is accessbility and intuitve to older adults.
Conducted usability testing to ensure the solution is accessbility and intuitve to older adults.
Improvement 1: Voice and quick selection interaction.
Improvement 1: Voice and quick selection interaction.
Improvement 1: Voice and quick selection interaction.
Before
Before
Before
After
After
After
Through the testing we learned that current process in interacting the chatbot is high in manual effort, where they hope to have a quicker way in interacting with the chatbot.
Moreover, older adults mentioned that they hope to reduce the time in reading the script. Therefore, we implement a audio feature to reduce the text overload.
Through the testing we learned that current process in interacting the chatbot is high in manual effort, where they hope to have a quicker way in interacting with the chatbot.
Moreover, older adults mentioned that they hope to reduce the time in reading the script. Therefore, we implement a audio feature to reduce the text overload.
Through the testing we learned that current process in interacting the chatbot is high in manual effort, where they hope to have a quicker way in interacting with the chatbot.
Moreover, older adults mentioned that they hope to reduce the time in reading the script. Therefore, we implement a audio feature to reduce the text overload.
At the end, we created responsive web app that…
At the end, we created responsive web app that…
At the end, we created responsive web app that…
Help older adults to ease and learn about mental health issues.
Help older adults to ease and learn about mental health issues.
Help older adults to ease and learn about mental health issues.
Carebot
Carebot
Carebot
Allow older adults to express their emotion and mental health issues in a private place.
Allow older adults to express their emotion and mental health issues in a private place.
Allow older adults to express their emotion and mental health issues in a private place.
Coachbot
Coachbot
Coachbot
Provide a way to help older adults to access to mental health support resources effectively.
Provide a way to help older adults to access to mental health support resources effectively.
Provide a way to help older adults to access to mental health support resources effectively.
REFLECTION
REFLECTION
REFLECTION
Collaborating closely with developers, I delved into the unique challenges and opportunities that come with creating technology that is both accessible and genuinely useful for an older demographic.
Collaborating closely with developers, I delved into the unique challenges and opportunities that come with creating technology that is both accessible and genuinely useful for an older demographic.
Collaborating closely with developers, I delved into the unique challenges and opportunities that come with creating technology that is both accessible and genuinely useful for an older demographic.
Understanding the audience
Understanding the audience
Understanding the audience
One of the first things I learned was the importance of truly understanding the needs and limitations of older adults. This meant looking beyond stereotypes and getting to know their real-world experiences with technology. It was crucial to design a chatbot that was not just easy to use but also felt like a friendly companion. This required a balance of simplicity in interaction while ensuring the chatbot could provide meaningful support.
One of the first things I learned was the importance of truly understanding the needs and limitations of older adults. This meant looking beyond stereotypes and getting to know their real-world experiences with technology. It was crucial to design a chatbot that was not just easy to use but also felt like a friendly companion. This required a balance of simplicity in interaction while ensuring the chatbot could provide meaningful support.
One of the first things I learned was the importance of truly understanding the needs and limitations of older adults. This meant looking beyond stereotypes and getting to know their real-world experiences with technology. It was crucial to design a chatbot that was not just easy to use but also felt like a friendly companion. This required a balance of simplicity in interaction while ensuring the chatbot could provide meaningful support.
Collaboration is key
Collaboration is key
Collaboration is key
Working with developers was a highlight of this project. It was fascinating to see how design concepts and user needs translated into technical requirements and code. This collaboration taught me the value of clear communication and being open to feedback. Sometimes, what seemed like a straightforward design change would require significant backend work, and understanding these technical constraints was crucial for setting realistic goals and timelines.
Working with developers was a highlight of this project. It was fascinating to see how design concepts and user needs translated into technical requirements and code. This collaboration taught me the value of clear communication and being open to feedback. Sometimes, what seemed like a straightforward design change would require significant backend work, and understanding these technical constraints was crucial for setting realistic goals and timelines.
Working with developers was a highlight of this project. It was fascinating to see how design concepts and user needs translated into technical requirements and code. This collaboration taught me the value of clear communication and being open to feedback. Sometimes, what seemed like a straightforward design change would require significant backend work, and understanding these technical constraints was crucial for setting realistic goals and timelines.
The importance of accessibility
The importance of accessibility
The importance of accessibility
Accessibility was at the heart of our design process. We had to ensure that text sizes could be adjusted, voice commands were accurately recognized, and that the chatbot provided clear and concise responses. This often meant going back to the drawing board to simplify features or find new ways to present information that would not overwhelm the user. It was a constant learning process to find the best practices for making the chatbot as user-friendly as possible for older adults.
Accessibility was at the heart of our design process. We had to ensure that text sizes could be adjusted, voice commands were accurately recognized, and that the chatbot provided clear and concise responses. This often meant going back to the drawing board to simplify features or find new ways to present information that would not overwhelm the user. It was a constant learning process to find the best practices for making the chatbot as user-friendly as possible for older adults.
Accessibility was at the heart of our design process. We had to ensure that text sizes could be adjusted, voice commands were accurately recognized, and that the chatbot provided clear and concise responses. This often meant going back to the drawing board to simplify features or find new ways to present information that would not overwhelm the user. It was a constant learning process to find the best practices for making the chatbot as user-friendly as possible for older adults.