We were approached by the AARP Caregiving Team to design a solution to deliver relevant and timely information to caregivers within pharmacies. Initially, the AARP Caregiving Team proposed to implement kiosks that dispense information to the user within pharmacies. However, we identified that a booth was not the right tool to engage and inform the caregiver. In the end, through customer interviews and a deep dive into the world of caregiving, we developed a solution that was preferable by caregivers. This solution was a proposal for a mobile app named "TipJar," as it provided a supportive community for the caregiver to receive relevant and timely information to their needs.
The first challenge proposed was: "How might we develop and deploy a kiosk within pharmacies to provide information to caregivers." We reframed this challenge too: "How might we deliver relevant information to caregivers when and where they need it." We shifted the problem as it was a flawed assumption—assuming that caregivers wanted to spend their waiting time in the pharmacy by interacting with a kiosk.
Before the development of the prototype, we immersed ourselves by visiting pharmacies and observed the customer's interaction with kiosks. We also enlisted the help of AARP's Research Center of Excellence to pull together data trends, and insights on the behavior patterns of the caregiver's within pharmacies. Afterward, we pulled the team together to present our findings in a 4-hour long workshop, which also included a focus group discussion by participating caregivers. Some key learnings were:
We facilitated a 4-day design sprint to generate and test our ideas rapidly.
Out of the five ideas, we moved forward with TipJar to build and test. TipJar is an online community of caregivers offering day-to-day practical tips, access to local resources, and access to professional guidance. We utilized the MSCW method to prioritize the features of the prototype. To assist in the development and speed of production, we brought in Blaine Levy of BlaineLevyGraphics to build the higher fidelity models for user testing.
We facilitated nine usability tests to gain feedback and gauge the interest of the prototype. To do this, we provided two tasks, followed by a series of questions in between to understand their expectations:
The prototype tested very positively—meeting the needs and expectations of caregivers. The major takeaways from the user testings were:
After refining the prototype as per the feedback received from the user tests, we packaged all our research and files to pass off to the appropriate team within AARP to build and deploy. TipJar eventually became the inspiration and framework for the AARP communities page.
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