Dissolving Language Barriers in the Elderlycare Experience
fig. 1.The Kinley mobile app's main UIs, featuring—from left to right—its multi-input translation page, centralized elderly schedule tracker, and elderlycare info hub.
0_How it Started 1_Problem Space 2_Analysis & Synthesis 3_Introducing Kinley 4_Implementation & Evaluation
Reimagining transparency in Hong Kong's domestic helper industry
Working with healthtech startup Acesobee, Polyu SD’s SD2264 User Studies Seminar course was tasked to design a new mobile app that offers comprehensive support to domestic helpers hired to take care of Hong Kong’s senior citizens.
Often times, learning written Cantonese poses significant challenges for domestic helpers, many of whom come from the Philippines or Indonesia (and are accustomed to the Latin alphabet system). This language barrier complicates their ability to manage vital health-related records, appointments, and prescriptions, all of which are critical for the care of the elderly. These tasks, initially burdensome for all parties involved—the helper, elderly, and their loved ones coordinating the helper's work expectations—are addressed via our app, Kinley.
With messaging, scheduling, and archiving features that translate Cantonese to the helper's preferred language in real-time, Kinley hopes to Build Kinships, and Rekindle Relationships.
fig. 2. Diagram showing the flow of information between different stakeholders using the Kinley app.
The Challenge
With the majority of domestic helpers of Hong Kong coming from the Philippines and Indonesia, the city's elderly population faces a language barrier when communicating with their hired caregivers. Common issues that arise include wrong handling of medical prescription, misaligned expectations of responsibilities, and regular turnover rate of hired helpers.
The Process
Our team recognized early in the project that today's elderlies are far more technologically adept compared to previous generations, directing us to explore how digital devices commonly found in senior living environments can be utilized beyond their existing function(s). Thus, over thirteen weeks collaborating with our main stakeholder groups, we designed a multi-device solution to create an information hub accessible to all parties involved.
The Outcome
The solution—called Kinley—offers three main features: it helps keep the elderly's medical and day-to-day schedules in one place, dissolves communication barriers via up-to-date professional medical translations and interpretations, all while providing comprehensive information sharing to streamline the elderlycare experience, both online and offline.
HOW IT STARTED
Introducing Acesobee
Acesobee is a startup based in Hong Kong offering development and deployment services for HealthTech community care solutions. Their in-house products include Teamcare, eClaim, and eHR Service Provider, all focused on supporting healthcare service providers in coordinating patient care, streamlining the medical claim processes, and providing end-user support for client management systems.
As Acesobee turned its eyes to the the hospice and elderlycare industry for new opportunities to bring about positive intervention, it reached out to my university, PolyU. That conversation soon became a collaborative project between three entities: Acesobee, the Jockey Club Design Institute of Social Innovation (J.C. DISI), and the School of Design’s Communication Design Program.
The big ask of the project was simple: How may we create a mobile app that mitigates a lot of the communication hardships that arise between foreign domestic workers, their direct employers (children of the elderly), and the elderly cared for?
fig. 3. introduction of the project by the Communication Design Program Lead, Brian Kwok, alongside Acesobee's Founder, Albert Au.
fig. 4.Pharmcare UX Analysis performed our team, visualizing its strengths and weaknesses
PharmCare
Acesobee initially approached us with their own prototype for the solution called Pharmcare. After discussion and studying the app's offerings, however, it was agreed that independently from Pharmcare, our team can research and design a new product that still tackles the big ask as mentioned above.
PROBLEM SPACE
Understanding the Digital Divide: Adoption & Fluency
UX Research | Problem Framing
During our initial research, we discovered that many local seniors and domestic helpers alike possess strong cognitive abilities but face challenges in fluently navigating today's technology. Their rapid adoption of smartphones allowed them to quickly grasp basic functions like calling, messaging, and taking photos, which were familiar from earlier digital devices. However, they remained hesitant to embrace features that have transitioned from physical objects to digital formats, such as digital calendars, maps, and document management.
fig. 5. Three stakeholder personas directly reflective of interview participants
fig. 6. The Venn Diagram of Hong Kong's Elderlycare Pain Points
Sources of Stress in Elderly Care: A Venn Diagram Analysis
With contextual interviews and an initial round of user tests, we looked into the leading causes discomfort and anxiety amongst our target stakeholders. We were able to conclude that missing key information was a valid concern in all groups uniquely, specifically regarding information being too unapproachable or information being too scattered around. For example, paper calendars had medicine prescription scheduled, but to find the right medication in the preferred language (and without visual aid) often led to confusion from the helper's side. With this, we identified that our solution must support the elderlycare experience via interlanguage communication aid, record-keeping of information beyond the pen-on-paper experience, and reminding of schedules while streamlining daily routines.
fig. 7-10. Stakeholder Interview & User Testing Record (click to expand view)
Design through Research, Research through Design
From the findings of our research, the Kinley team came up with the following solution: a niche professional platform for discourse and information sharing modeled after medical practice management softwares, allowing elderlies and caregivers alike to stay engaged and upkeep routinely habits alongside new schedules. The in-app translated texting feature pushes for automated scheduling of events conversed, of which we consulted carefully with healthtech experts and stakeholders alike about, as well as other features such as finding community-driven, moderated information sharing.
fig 6. Three stakeholder personas directly reflective of interview participants
We were able to create an entire modular design system that allowed all Kinley users to create their own look-alike avatars, which through our first-hand research, was proven to increase levels of engagement between users, often functioning as a visual tag on the app’s scheduling platforms and communication systems. This enabled us to further personalization within a product, ensuring that there are clear visible cues that encouraged accountability and expectations management.
INTRODUCING KINLEY
Kinley
Our Proposed Solution | Final Deliverable
We’re made Kinley to track schedules, dissolve communication barriers, and enable comprehensive information sharing to streamline the elderlycare experience, both online and offline.
The A-to-Zs of elderly caregiving
Because Kinley is laser-focused on catering the app experience based on who’s using our services, our modular phone-focused approach allows all users to gain credible information (and share credible information) to the public and also to their hub members
Stay on top of memorizing and communicating with Kinley’s Translation System.
Powered by RxTran and InfoTalk, Kinley provides up-to-date professional medical translations and interpretations on all facets—from scheduling a TCM medicine routine in Tagalog from a Traditional Chinese label to having back-and-forth translation in all chat rooms, like Airbnb.
Connect with hub members and the Kinley Community to get in the know
Nobody knows the elderlycare experience more than the elderlies and the people currently looking out for them. Kinley connects their real-life members with real-time answers via community forums, research-driven blog posts, and comprehensive chat rooms.
Track and View Live Updates through KinleyTV
Connected via Kinley’s Cloud Sync, view your safely encrypted schedules and reminders on your TV, encouraging autonomy and active engagement with elderlies at home.
The A-to-Zs of elderly caregiving
Because Kinley is laser-focused on catering the app experience based on who’s using our services, our modular phone-focused approach allows all users to gain credible information (and share credible information) to the public and also to their hub members
Stay on top of memorizing and communicating with Kinley’s Translation System.
Powered by RxTran and InfoTalk, Kinley provides up-to-date professional medical translations and interpretations on all facets—from scheduling a TCM medicine routine in Tagalog from a Traditional Chinese label to having back-and-forth translation in all chat rooms, like Airbnb.
Connect with hub members and the Kinley Community to get in the know
Nobody knows the elderlycare experience more than the elderlies and the people currently looking out for them. Kinley connects their real-life members with real-time answers via community forums, research-driven blog posts, and comprehensive chat rooms.
Track and View Live Updates through KinleyTV
Connected via Kinley’s Cloud Sync, view your safely encrypted schedules and reminders on your TV, encouraging autonomy and active engagement with elderlies at home.
PROCESS BOOK
Key Features Deep Dive
A Look Inside Kinley's Creation Process
The nature of half-year UX projects is that there is a lot of material that was covered. To better understand Kinley's building process, download the full process book here.
fig 16-27. The completed fabricated prototype and 3D rendering of Synesthesia, captured in action at Tai Kwun (HK), and the Hong Kong Polytechnic University.
fig 16-27. The completed fabricated prototype and 3D rendering of Synesthesia, captured in action at Tai Kwun (HK), and the Hong Kong Polytechnic University.
fig 16-27. The completed fabricated prototype and 3D rendering of Synesthesia, captured in action at Tai Kwun (HK), and the Hong Kong Polytechnic University.
CLOSING THOUGHTS
TITLE CHANGE
Tackling social issues requires a problem-driven approach rather than being solution-driven. Through five iterations of user testing and basing our key features on what we learned, the Kinley team gained valuable insights into framing real-world problems while offering hope to all stakeholders that their voices are heard and acted upon. The case study provided by Acesobee's PharmCare allowed us to work within a defined scope, which we could push the boundaries of with the right combination of enthusiasm and rational thinking. This aspect excited all teammates throughout the project, fueling our passion to create meaningful change.
