Role: Design Lead
Team: Software Engineers, Product Marketing Manager
Timeframe: Four weeks
Deliverable: Alexa Conversation Design Research and Prototype

Bayshore Healthcare


 
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The Challenge

Bayshore Healthcare is a Canadian owned company dedicated to enhancing the quality of life, dignity and independence of all Canadians. In addition to designing their digital platform in the past, Bayshore wanted to explore an innovative way to improve the independence and communication pathways for caregiver and client-in-care relations. Bayshore had shared past qualitative data with our team that client-in-cares who lived alone experienced loneliness, and missed human interaction. With this challenge, my team and I set out to brainstorm solutions.


The Process

The first part of our process included multiple design and strategy sessions with Bayshore’s internal business stakeholders where we partnered with marketing, technology, and business development to identify key areas of focus and growth as well as prioritized development stages into a comprehensive business and technical roadmap.

After multiple ideation sessions, it was clear voice technology was going to help drive our creative initiative. Our team created a POC (proof of concept) of a voice and user interface application that would allow client-in-care users to have improved communication to loved ones, healthcare practitioners and Bayshore operations in order to gain control over their scheduled calendar appointments and request new or changes to existing appointments. This would happen all through a combined voice enabled and graphical interface in the client platform.

I then worked with my team to design, test, and develop with Bayshore to achieve high user satisfaction and business stakeholder needs.

I also learned and utilized a new design tool called VoiceFlow to prototype user flows for the voice application, as well as tested the conversations using the Amazon Alexa alongside the development team.

 
 
 
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The Solution

Digital Experience Platform: Voice Application

  • Voice and graphical interface for an Alexa voice action which would allow users to check-in, create, and receive reminders for upcoming appointments and services

  • User tested the solution with real Bayshore clients to identify and resolve usability issues as well as recommend next steps in our product roadmap

  • Also performed a comprehensive general platform accessibility audit to comply with AA web best practice standards

Results:

  • Users in Barrie, Ontario (testing group) were delighted to be able to interact with the MyBayshoreCare platform via voice, especially for users with low mobility abilities.

    • Through qualitative interviews and user feedback post launch, there was a stronger feeling of client-in-care independence with the new feature that allowed them to take control of their everyday life and feel supported.

    • Users felt the voice application provided a human experience and made them feel comfortable while living alone.

  • Improved web accessibility scores by 40% across the overall platform. (colour contrast, cleaner HTML tags, and general improvements)

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