User testing was conducted with people with intellectual disabilities, their loved ones, and care professionals
CreateAbility Inc.
Lead UX & UI Designer
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I designed assistive technology apps for people with intellectual disabilities and their loved ones.
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Regularly conducted research and worked with experts to create user-friendly assistive tech apps.
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User-centered iterative design and testing resulted in a usable and accessible solutions for people with disabilities, care professionals, and loved ones of a person with disabilities.
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Drove a transformative increase in system usability across CreateAbility's product line
Cliff Notes
Problem Definition
Key Issues Identified
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Poor U: Users struggled with finding and accessing essential features, leading to task delays and frustration.
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Outdated Visual Design: The interface did not align with modern design trends, making the platform feel antiquated.
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Inconsistent User Interfaces: Different sections of the platform had varying design patterns, leading to confusion and inefficiency.
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Inefficient Workflow: The task flows were not optimized, requiring users to go through unnecessary steps to complete their goals.
Research & Discovery:
I conducted observation and user interviews, met with care professionals, people with disabilities, and external stakeholders, and conducted usability tests to identify pain points. I concurrently analyzed competitor platforms to benchmark against industry standards.
Design Strategy:
With the information gained from my interactions with care professionals, people with disabilities, and external stakeholders-implemented appropriate design ops processes, created user personas, and mapped journeys to streamline core user flows.
Iterative Design & Testing:
Interacting with and documenting care professionals and people with disabilities using our software uncovered insights that enhanced usability and engagement.
Development Collaboration
Held workshops and developed documentation to align developers and product managers with the new design system.
Launch & Post Launch
Launched the redesigned platform after design QA and testing, followed by monitoring and refinement based on user and internal feedback.
Process
Results
85%
Reduction in user experience related support tickets
45%
User sentiment score, from a -0.472 user sentiment score before our team's redesign efforts
46 Point
Increase in net promoter scoring; a transformative increase from -47 points
The Flourish Story
Flourish is a person-centered planning app that helps individuals with intellectual disabilities and their loved ones create a customized and comprehensive plan that supports their goals and aspirations. The app enables users to create, issue, and manage multiple plans from the cloud, and the supported person can keep the plan with them on their phone or tablet.
To create a user-friendly app, the team conducted extensive secondary research into the process of person-centered planning and worked with top neuropsychologists to convert critical research findings into core user interactions and journeys. One insight from the research was to simplify the planning process to avoid frustration and confusion.
Using a user-centered iterative design process, the team designed and tested multiple versions of the app. User testing was conducted with people with intellectual disabilities, their loved ones, and care professionals. The team used feedback to refine the app's design, and they identified the importance of accessibility and designed the app to be accessible to those who rely on assistive technology.
