Gecko Traxx
Traverse website and Collaboration tool
Project Overview
Overview
Client: Gecko Traxx
Type: Website
Duration: 6 weeks (part-time)
Role: UX/UI Designer
Team: 4 members
My responsibilities
One to one interviews, Persona, Ideation, User flows, Wireframings, collaborating with the stakeholder, Prototype, User testing
Tools
Google Survey,
Pen & Paper,
Adobe XD,
Trello, Miro,
G-Suite
Goals
- To include a less intrusive scripting process
- To include ‘Try before you buy’ ability to provide instant feedback for users
- To enhance customer experience potentially through remote technology
- To minimise the risk of wrongly inputted data in order to reduce the health risk and delay of build and delivery of wheelchair.
Outcomes
- Guided & Personalised Experience by answering few medical and lifestyle questions user will be recommended with some of the best fit chairs for him
- 3D Customiser: to made it easy for users to fully customise their wheelchairs along with the virtual 3D view of it.
- Track My Process: to offers more transparent journey for the users to get a wheelchair
- Collaboration Portal: to collaborate with the Occupational Therapists
Background
Gecko Traxx, a manufacturer of portable manual wheelchair accessories, wanted to better understand the experiences of people who have a custom wheelchair built. So, as a part of their new journey to build custom-made wheelchair, Gecko Traxx want to build a wheelchair manufacturing company that will build a new fully customised manual wheelchair for each individual user based on individual needs. Because poor fitting wheelchairs can create poor posture which could cause severe health problems for a long-term active wheelchair user.
The Process
Our process is based on the Double Diamond Theory and Agile UX process. We aim to incorporate the key phases of Discovery, Definition, Ideation and Delivery in all of our projects.
Research & Discovery (Collecting insights)
The whole wheelchair buying process was very new and unique for us. Our target users were also very specific and we managed to interview 3 long term active wheelchair users and one of them was a scripter who is involved in wheelchair business.
- Understanding the whole wheelchair obtaining process
- Understanding the user goals and needs
- Uncovering pain points with the existing user journey
- Determining the success of the tasks
40
Survey
3
One to One Interviews
10
Define and Synthesis
After collecting the recordings from the user interviews, surveys, we as a team moved onto affinity mapping to synthesise the key findings to identify the pain points, frustrations.
Affinity Mapping
Key findings
- The process is daunting, particularly for a new user. Users feel there is a lack of information and direction.
- A great healthcare therapist will ask lifestyle questions not just take measurements
- Poor fitting wheelchairs can cause severe health problems for a long-term active wheelchair user.
- Good therapists are a large part of reducing measurement errors and fighting for sufficient funding.
- Little visibility on timeline, approvals and progress, resulting in users calling / emailing to check.
- More communication and information would be very valuable for users.
- Business owners and healthcare therapists are busy and very time poor
Empathy Mapping
Information gathered from the affinity map were dissected and fed into the Empathy map to gain a deeper understanding of what our users see, say, do, hear and feel.
Wheelchair User
Wheelchair Scripter
Through our research and synthesis we developed three personas:
- the new wheelchair user
- the long term informed wheelchair user
- the healthcare therapist
Dave Wilson (new wheelchair user)
We decided to focus on Dave Wilson as our primary persona since his need was the greatest. Dave is a new wheelchair user who does not know where to start, how to get funding, how to customise the wheelchair for him.
Note: Persona 2 (Gemma Thomas) can be provided on request
Customer Journey
To identify the pain points along the journey, we developed customer journey maps, for the Dave (primary persona) and for the healthcare therapist, Eric Steel. Customer journey map of Dave is given below as an example.
Development (Ideation, Concept)
Ideation
We ran a collaborative ideation workshop to generate ideas. We then picked a few from the MVPs to flesh them out further. Brainwriting and Crazy 8s tools are used to develop the ideas.
Defining the Minimum Viable Product (MVP)
After collecting the insights from the research and synthesising the data we mapped out the customer Journey of the Primary persona. Based on the needs, pinpoints and key insights we captured the MVP on our Ideation workshop within the team.
We identified the following key features:
- 3D Virtual Customiser.
- Track My Build.
- Guided & Personalised Experience.
- Collaboration Portal.
Information Architecture
As part of the next step, I have come up with a site map to incorporate the navigation and interactions and overall architecture of the application that are required to use the app.
Wireframes
Track My Process
3D Virtual Showroom
Guided Experience
Deliver (Build & Test)
Style Guide
Accessibility Considerations
How we met Level AA compliance:
Adaptable
- Icons have been included to
reflect content. - Auto-fill function in form sections
- Text examples within input box ie.
“email address”
Distinguishable
- Ensuring that a contrast ratio of 3:1
is provided for icons - Level AA text spacing, line height and other formatting for all content
- Ensuring a colour contrast ratio for text on background is 4.5:
Understandable
- Content appears and operates
in predictable ways. - Helping users avoid and correct
mistakes ie. back buttons, clear information on choices - Giving users enough time to read and
use content. ie. there is no time limit or time out on choices
Navigable
- Search bars and menus provide multiple ways to access content
Validating the designs (User Testing)
The Design Solutions
Landing Page
I wanted a landing page that had a simple call-to-action (CTA) that showcases all the best Traverse has to offer. From the simple but impactful hero banner, users are taken on a seamless journey — one that is friendly, supportive and designed to delight.
Guided and Personalised Experience
After answering few medical and lifestyle questions user will be recommended with some of the best fit chairs for him. This can help the users to learn more about new features and benefits that could be a great help for them.
3D Customiser
In this section user can be able to select options and personalise their build. After selection and customisation the user can see 3D view of his/her chair and can send the selection to his therapist.
Track My Process
Users can now follow the whole process from selecting and customising a wheelchair, collaborating on the build with a therapist, to funding approval notifications and quick pics from the manufacturing floor.
Collaboration Portal
Now, therapists can collaborate on the design and build of a client’s wheelchair, upload client information, direct message and receive regular progress updates on client orders — easily and online.
Result (Prototype)
Key Takeaways
- The best ideas come from collaboration. It was inspiring to see how each person was able to bring to the table a different perspective during the sketching sessions.
- The initial problem (assumed) may not be the actual problem. After doing proper research and one to one interviews, we found out that the difficulties the wheelchair users are facing is different to what the stakeholders thought.
- The best result comes from asking the right questions in the interviews.
Limitations/ What is Next
- This is a web based application. With the time limitation, mobile based interface was not provided. A mobile screen view would be a good addition.
- An easy to follow online digital form which can be used on all devices and integrated with the Virtual Collaboration Portal. This form will assist scripters (including healthcare therapists etc.) and any other persons involved in the process to enter client/patient measurements and information.