Researcher, UX Designer
My Brain, Sketching, Paper Prototyping
VitalCall is Australia’s original provider of 24 hours a day, 7 day a week medical alert devices and services. Trading in Australia for over 36 years, in medical alert devices and services. The core business is a monitored-personal-emergency-service for those who want assistance especially elderly and disability persons.
Find out why people are reluctant to use the service and how to reduce it. They also wanted us to look at a digital solution to help current users send alerts and useful information to family members of those subscribers and any needed emergency services (paramedics, fire departments, police departments, hospitals, doctors, etc.).
At the beginning we thought a communication app would do the job. But when we went deep into the problem and user’s needs, we discovered a few problems in the entire service. Therefore, we came up with a solution in 3 stages.
Short term - Improving VitalCall online reputation
Mid term - A mobile app not only to communicate but give relief and confidence to users.
Long term - Combining wearable technology and users pain-points to provide a broader service.
The Process | Magic
Understanding | Research
Looking for trends and patterns | Affinity diagrams
The findings | Insights, surprises
- Even if the Vitalcall service is available 24x7, feeling lonely is present and users want to talk and share their feelings with others.
- Elderly family members are feeling uncomfortable to admit their issues to others and do not want to disturb their family members.
- Users in the care circle feel less confident about the service (poor reputation).
- Not sure about the service value.
- Most people in the care circle, including the elderly themselves prefer smartphones to communicate. (Use call, text, and WhatsApp).
The findings | Big gaps in the market
- During an emergency, VitalCall won’t be able to provide ambulance arrival status, patient’s condition or location of the hospital if admitted anywhere. Family members need to dial 000 to find information out.
- People in the care circle can’t reach VitalCall’s office after 5:30pm without a device base.
- Once you’re registered with the service, its hard to change contact numbers
- There is no way of pre-diagnosing a medical condition as its only an alert function during an emergency and their is no way of knowing if the person is wearing it or not