Gaining Key User Insights
To understand both sides of the experience of program registration, we conducted eight total interviews. We met with baby boomers on-site at local community centres, and used in-person visits and email to connect with various staff members like managers and administrators. Learning from both the participants and the team handling their daily customer service interactions helped us identify three key insights.
In-person Registration Preferences
Many Baby Boomers prefer in-person registration as they find them more familiar, accessible, and easier to navigate.
System Complexity
The online registration process is challenging due to too many steps, cluttered interfaces, and technical barriers.
Language Barrier
Non-English-speaking Baby Boomers struggle with registration due to limited language support, often needing assistance.
Addressing Concerns
Based on our interviews, we analyzed our research and organized the data into user personas, an experience map, and task flows. From there, we came up with three main guiding principles for our app design.
Guided User Experience
Include a conversational AI chatbot feature to assist users with customer support. Provide introductory walkthroughs and helpful audio instructions where possible.
Less Clicks & Clear Affordances
Prioritizes fewer steps to complete a task. Provide clear visual cues, confirmations, and easy-to-understand iconography.
Multilingual Support
Prompt users to choose their language with supported by universial flag icons at first launch.
