UX Consulting For Cariloop
Overview
Through the SMU UX Design Certificate program, my team was given the opportunity to work with Cariloop, a company that provides professional healthcare coaching services to those who are looking after a loved one.
Our mission was to convince employees who already have access to Cariloop as a company benefit to sign up and begin work with a Care Coach using the Design Thinking framework.
ROLE:
TEAM:
Timeline:
Ashley Ayres
Maddie Bellon
Lori Byers
Laraib Khan
Sweta Patel
4 weeks
UX Strategist
Empathize and Define
During this phase, the team worked together on a Mural board to create an assumptions-based empathy map of a potential Cariloop user and subsequent cluster board. These assumptions were based on the pain points that Chief Empathy Officer Jason Osburn provided.
Pain Points:
People don’t see themselves as caregivers.
People are stressed and don’t want to learn a new healthcare tool.
People don’t understand how a Care Coach can relieve their anxiety.
Ideate
At this phase of the project, the team was focused on generating as many solutions as possible on a Journey Map via Mural. We focused on keeping the ideas authentic, non-obvious, and revealing about the way people think and feel.
Based on the Journey map above, we created Needs Statements to give our persona Karen more depth.
We organized our ideas into a cluster board to identify common themes in order to better understand the user.
Next, we placed our big ideas on this chart that is based in part on the Kano Model. Noting where each idea falls in terms of impact to user and feasibility of the company helps us determine which ideas are worth fleshing out.
Prototype
Based on feedback from our instructor J Schuh and the Chief Empathy Officer of Cariloop Jason Osburn, we began to create two prototypes, SupportLoop and LoopedIn.
SupportLoop
SupportLoop will provide Cariloop customers with a simple way to connect with other caregivers in a social community sponsored by Cariloop to inform and encourage users to take advantage of available benefits.
Users on this social community will create testimonial-style content about their experiences with Cariloop. This will remind people of Cariloop’s services and give the community a space to communicate with one another.
LoopedIn
LoopedIn will help users quickly understand the value of Cariloop benefits in less than 5 minutes with an quick survey that illustrates how Cariloop can save them an abundance of time.
In the LoopedIn survey, potential users will check off caregiving tasks they do on a regular basis. The survey will add up this time, illustrating the impact Cariloop can have on their life. This promotion will simplify Cariloop’s messaging by emphasizing the time-saving factor.
Validation
SupportLoop
Stakeholders loved the Humans of New York quality of SupportLoop. The social community creates connection between caregivers, which Cariloop highly values. I designed a prototype of what SupportLoop might look like based on this feedback.
LoopedIn
Stakeholders encouraged the team to take the idea of LoopedIn in a different direction. Rather than relying on a potential user to take the initative to fill out a survey, we should grab their attention and convince them early and quickly. Making an emotional connection would also be crucial for the success of this idea.
The second iteration of LoopedIn would help employees to quickly realize that Cariloop can help users find time in their busy lives in less than 30 seconds. Our prototype is the quick video available below.
