Six Atomic—User Experience Consultancy
Let's Maximize Your Competitive Edge with Engaging Digital Experiences

Case Study—Watchfully

Building Trust for a Novel Medical IoT by Precisely Addressing Pain Points

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The Challenge

Elders in Asian culture typically live with their younger family members and are often home alone during working hours. They may get into an accident but unable to get medical assistance in time. Watchfully Co and BAESLab collaborated to create an elderly-care wearable device to solve this problem. These Watchfully wristbands and pendants can detect when an elderly user accidentally falls down or requests immediate assistant and automatically alert family members, nursing home staff or emergency response units. Elders and their family can also monitor their well-being, vital signs, and whereabouts for their peace of mind.

The Watchfully devices did not have a display screen. Users needed a meaningful way to view data collected by the device. We partnered with the team to design a companion mobile app to solve this problem, from product ideation to usability testing to launch strategy.

Project Scope

  • Digital Business Strategy
  • Product Launch Strategy
  • UX/UI Design for Mobile App
 

 

STAGE 01—

Diagnose

The Purpose

Defining pain points

Firstly, we wanted to gain insights into the pain points that Watchfully could solve. The team ran a user survey to understand worries younger family members had when caring for their elders and found these top user concerns:

  1. Elders may accidentally fall down when no one is home
  2. Elders with dementia sometimes wander off and get lost
  3. Elders may have difficulties using a phone or remembering phone numbers during an emergency

Therefore, the companion app must address these user needs by offering:

  1. Unmissable alerts for caretakers when accidents happen
  2. A map showing the elder user's location, and notifications when they are unusually far from his or her home
  3. Registration of emergency contacts to be called automatically when the elders press an emergency button on the Watchfully device
 

User Personas

We defined three types of users and their needs based on the user survey: device wearer, caretaker, and hospital staff.


 

STAGE 02—

Distill

A Startup Approach

Elderly-care wearable tech was novel to the South East Asian market. The team wanted to first release a minimal viable product (MVP) to test the market fit and get user feedback on the app while planning a design with full functionality for the future.

We decided upon this roadmap:

  1. Design the simplest app prototype that can give users a meaningful experience with a Watchfully device
  2. Release a beta version to gather user data and feedback
  3. Improve the app UX design and functionality
  4. Add visual brand identity last
 

 

STAGE 03—

Design

UX Design

Information Architecture

We first mapped out the IA and user flow for the whole app. Watchfully was a rather complex app from the backend because there are two user types whose data are connected. We needed to figure out a way to present this complex map of data as simply as possible to the users front end.

 
 
 

Wireframes

We designed intuitive wireframes for each user type, designated by different colors (green for device wearers, blue for caretakers).

 

 

STAGE 04—

Deliver & Develop

 

Beta Testing

We released the beta version of the app with minimal visual design and gathered data on how people were using the app. We also interviewed some users in person and received several useful feedback. We noted these common concerns:

  • Some users felt suspicious when registering an account within the app because the app design (default OS design) looked very different from the Watchfully device's packaging design.
  • The onboarding looked overwhelming and had too many form fields on one page.
  • Some caretakers needed to monitor more than one elders in their family and needed a way to view multiple device wearer accounts.
  • Some caretakers needed to log in to their elder's account to manage it for them and wanted an easy way to switch between a caretaker role and a device wearer role.
 

Improving the Experience

Consistent Brand Design

We created a visual design for Watchfully to be applied consistently on every product and promotional materials. The Watchfully team wanted a simple, clean, professional, hospital-like look & feel. Blue and white were suitable for this. Although, we contrasted anything emergency-related with orange to prompt a sense of urgency and action.

 
 

Guided Onboarding

We broke down the onboarding process into more simple steps, only showing one idea and one task to accomplish at a time. We also added a clear indication of the number of steps to follow.

 
 

Managing multiple accounts

Based on user feedback, we incorporated the ability for caretakers to easily monitor multiple device wearers, as well as the ability to easily switch between roles if needed.

 

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