Helping Older Adults Stay Engaged In A Cross-Country Research Study

Helping Older Adults Stay Engaged In A Cross-Country Research Study

From Clunky Flows to 22% Faster Completion

From Clunky Flows to 22% Faster Completion

From Clunky Flows to 22% Faster Completion

Team

Vincent Vein (UX consultant)

Vincent Vein (UX consultant)

Role

I was responsible for the end-to-end design process, from UX research to UX design and UI.

Duration

28 Weeks 2023-2024

28 Weeks 2023-2024

Industry

E-Health, B2B, B2C

Duration

28 Weeks 2023-2024

Team

Vincent Vein (UX consultant)

Impact

⏱ 21% lower average Time on task
↑ 28% higher SUS score in post-pilot evaluation
🌍 3 Pilot studies conducted across Europe
✅ 43 Participants engaged and finnished the pilot

⏱ 21% lower average Time on task
↑ 28% higher SUS score in post-pilot evaluation
🌍 3 Pilot studies conducted across Europe
✅ 43 Participants engaged and finnished the pilot

Overview

This project supported a cross-country study led by the Digital Life research group, focused on using technology to improve health outcomes for people at retirement age.

This project supported a cross-country study led by the Digital Life research group, focused on using technology to improve health outcomes for people at retirement age.

Objectives

The main objective was to identify and to address usability issues to enhance user experience and satisfaction. The existing prototype had significant usability issues that threatened the viability of the research.

The main objective was to identify and to address usability issues to enhance user experience and satisfaction. The existing prototype had significant usability issues that threatened the viability of the research.

Methodes

  • Heuristic Evaluation

  • Usability Tests

  • User Feedback Sessions

  • Prototyping

  • User Flows

  • Design Library

  • UX Questionnaire

  • Focus Group

  • Heuristic Evaluation

  • Usability Tests

  • User Feedback Sessions

  • Prototyping

  • User Flows

  • Design Library

  • UX Questionnaire

  • Focus Group

Introduction

What kind of product is it?

SO-NUTS is a mobile app to collect data on innitiatives of building new health habits.
It is a critical tool, delivering behavior change programs and collecting health data.

social activists

Insurance companies

Rehab Centers

Hospitals

Suppliers

Media

Scholars

Indirect stakeholders

Indirect stakeholders

Doctors

Municipalities

The government

SCI Families

SCI patients

direct stakeholders

direct stakeholders

SCI Partners & Caregivers

core Stakeholders

core Stakeholders

Problem

When Confusion Turns Into Data Loss

Older adults found the app confusing, lengthy, and unmotivating. Many dropped off before completing key activities, leaving researchers with incomplete and unreliable data. Without a fix, the study risked losing credibility and undermining its mission.

"The partner had to cope with the shock, support the injured partner during the institutionalized rehabilitation, and struggle to make their relationship and life together function again."

"They were struck by the brutal fact that their partner had been seriously injured, and their own needs faded into the background."

"The partners experienced much distress and appreciated the support they got but felt that they were mainly left to manage the difficult process on their own."

(Johnson et al.)

Discovery

Finding the friction points that hurt data

I found 65+ violations of heuristics all over the screens. The screens were confusing because of unclear titles, poor layout, and missing guidance on what to do next. It also had inactive areas and unrelated wording that make it harder for users to set their goals smoothly.

Observing users' behaviour

They Didn’t Just Need an App, They Needed Peace of Mind in Every Step

We ran interviews and contextual inquiries to see how the issues mentioned in previous studies are stopping the users from liking their experience.

"I lost track a bit. If you set 2-3 goals, I have no idea what I already entered. I'm curious if I'll get an overview at some point."

Open

"I lost track a bit. If you set 2-3 goals, I have no idea what I already entered. I'm curious if I'll get an overview at some point."

Open

"I lost track a bit. If you set 2-3 goals, I have no idea what I already entered. I'm curious if I'll get an overview at some point."

Open

"I lost track a bit. If you set 2-3 goals, I have no idea what I already entered. I'm curious if I'll get an overview at some point."

Open

"Why the days are not in the running order? It is weird! I don’t trust the app."

"Why the days are not in the running order? It is weird! I don’t trust the app."

"Why the days are not in the running order? It is weird! I don’t trust the app."

"Why the days are not in the running order? It is weird! I don’t trust the app."

Open

Open

Open

Open

"I can't continue, I have to complete them all [sighs], I don't feel like I want to continue anymore. It forces you to do all."

Open

"I can't continue, I have to complete them all [sighs], I don't feel like I want to continue anymore. It forces you to do all."

Open

"I can't continue, I have to complete them all [sighs], I don't feel like I want to continue anymore. It forces you to do all."

Open

"I can't continue, I have to complete them all [sighs], I don't feel like I want to continue anymore. It forces you to do all."

Open

Navigation Confusion

😵‍💫

Participants felt “ lost ” within flows like goal setting and planning.

Navigation Confusion

😵‍💫

Participants felt “ lost ” within flows like goal setting and planning.

Navigation Confusion

Participants felt “ lost ” within flows like goal setting and planning.

Open

Navigation Confusion

😵‍💫

Participants felt “ lost ” within flows like goal setting and planning.

Rigid Reminders

⏰

Users disliked setting custom reminders tied to daily activities.

Rigid Reminders

⏰

Users disliked setting custom reminders tied to daily activities.

Rigid Reminders

Users disliked setting custom reminders tied to daily activities.

Open

Rigid Reminders

⏰

Users disliked setting custom reminders tied to daily activities.

Overwhelming Forms

🫠

Long, mandatory intake forms created high drop-off rates.

Overwhelming Forms

🫠

Long, mandatory intake forms created high drop-off rates.

Overwhelming Forms

Long, mandatory intake forms created high drop-off rates.

Open

Overwhelming Forms

🫠

Long, mandatory intake forms created high drop-off rates.

Lack of Visual Appeal

🖼️

Interface was described as “boring” or “government-like.”

Lack of Visual Appeal

🖼️

Interface was described as “boring” or “government-like.”

Lack of Visual Appeal

Interface was described as “boring” or “government-like.”

Open

Lack of Visual Appeal

🖼️

Interface was described as “boring” or “government-like.”

Prioritization

Prioritization

Where the App Was Failing Users

We ran interviews and contextual inquiries to see how the issues mentioned in previous studies are stopping the users from liking their experience.

STANDARDISATION

Displaying data with the medical industry’s current visual standards and conventions.

ACCESSIBILITY

Designing with an understanding of cognitive load, and glance-based legibility.

CO-EXISTENCE

Designing a system to co-exist with the current process in place to complement rather than replace.

Prioritization

Where the App Was Failing Users

We ran interviews and contextual inquiries to see how the issues mentioned in previous studies are stopping the users from liking their experience.

Legibility

Legibility

Legibility

Font size, colors, and text spacing have a significant effect on the rate of accuracy of a visual search and the reaction time during each search period.

When designing the information, on-glance legibility was an important thing to consider, as the surgeons, doctors, and nurses would use the screen as a fast means of retrieving information. Their attention is limited, so the cognitive load had to be minimal. High contrast was used to display quantitative physiology data such as HR and SpO₂ numbers.

The dark background is scientifically proven to have better results when paired with high-contrast colored numbers. Each physiology indicator was assigned a color based on conventions observed through patient monitoring systems. A proper font and size balance was also achieved by using a bold Helvetica weight commonly used with modern patient monitoring systems.

User Perception

User Perception

User Perception

The role of human and clinical judgment in our AI feature was heavily criticized.

User testing revealed how our product was perceived positively by medical personnel. Most claimed to understand what it does, and what it aims to solve. However, the AI prediction concept was underdeveloped, as many did not understand the need for it, let alone how it worked.

Accessibility first

Where Accessibility Passed and Where It Failed

I looked into the suggestions provided by literature in the context of elderly & readability. Choosing the right font for the screen, the proper colors for backgrounds and texts, and their sizes were defined through this step.

I looked into the suggestions provided by literature in the context of elderly & readability. Choosing the right font for the screen, the proper colors for backgrounds and texts, and their sizes were defined through this step.

The interface

The interface

Feedback sessions underscored the importance of designing with inclusivity in mind, ensuring the app was accessible and relevant across different cultural and linguistic backgrounds.

Feedback sessions underscored the importance of designing with inclusivity in mind, ensuring the app was accessible and relevant across different cultural and linguistic backgrounds.

Navigation Fix

Top bar navigation to switch between goals

A top bar navigation let them scroll through all activities, reducing confusion and keeping orientation clear throughout the flow.

Introducing an overview to activities screens

Flow Redesign

Cut redundant steps to speed up planning

I redesigned the goal-planning flow, removing repetitive and complex steps. The new streamlined structure reduced task time from 21 minutes to a faster, more flexible experience.

New Efficient Flow

Old Linear Flow

Visual Refresh

From outdated into vibrant, cohesive, and engaging

I introduced a fresh design system, playful patterns, and rich visuals to make the app feel modern, friendly, and easy to use.

  1. Design Library

I brought coherency and style to the interface by the use of components that I designed. To stick to the industrial conventions, I used Google Material Design 3.

Component Library

UI Kit

Developer Handoff

  1. Vibrant Patterns

Comparing different patterns and colors and picking the right vibe for the application was a must due to the feedback of the testers, who called the interface boring and government-like.

Brainstorming on the visual patterns

  1. Adding visuals

Lack of images or illustrations was one of the insights coming from our research phase. That made us believe we could benefit from communicating through images in a more pleasing way.

Introducing images to screens

Early Feedback

Users comments reflected improved aesthetics, readability, and usability

After preparing the figma prototype, I had it tested with more users and gathered insights and feedback.

"Soft, well-chosen colors. Colorful enough, stylish. Nice color coding in movement & diet planning."

Open

Open

Open

"Font is large enough. Light, open, well readable."

Open

Open

"Modern, light presentation. Looks pleasing and friendly. Spaced nicely. Great icon styles."

Open

Open

Color

Color

Layout & Style

"Modern, light presentation. Looks pleasing and friendly. Spaced nicely. Great icon styles."

Open

Open

"Font is large enough. Light, open, well readable."

Open

Typography

"Font is large enough. Light, open, well readable."

Open

Typography

"Soft, well-chosen colors. Colorful enough, stylish. Nice color coding in movement & diet planning."

Open

Open

"Font is large enough. Light, open, well readable."

Open

Open

"Modern, light presentation. Looks pleasing and friendly. Spaced nicely. Great icon styles."

Open

Open

Flexible Intake

Turned rigid intake forms into flexible, skippable steps

I redesigned the one-page, unpausable intake process into a progressive disclosure flow, giving users the freedom to skip, pause, and return later, reducing overwhelm and preventing drop-offs.


I redesigned the one-page, unpausable intake process into a progressive disclosure flow, giving users the freedom to skip, pause, and return later, reducing overwhelm and preventing drop-offs.


Old intake form

New diet intake form

Smarter Reminders

Made reminders intuitive with presets and full control.

I replaced the unconventional, confusing reminder setup with a more user-friendly design, offering pre-defined times for common daily events and the flexibility for users to fully customize their own schedules.


Old and new reminder screens

Refining my design

User feedback drove clearer, faster, more flexible planning

Insights from the second round of testing highlighted navigation friction, readability gaps, and limited editing freedom. In response, I grouped related data visually, improved contrast, added default day suggestions, and enabled quick switching between activities—turning feedback into a smoother, more intuitive setup flow.


Left: After feedback, Right: Before feedback

Missing the starting point

testing revealed a big shock, A homepage missing!

Testing the first prototype with target-age participants exposed a critical gap, the absence of a home page which could have been a starting point for users in any flow. Adding it created an intuitive entry point, giving new users immediate orientation and a clear path to begin their journey.


Testing the first prototype with target-age participants exposed a critical gap, the absence of a home page which could have been a starting point for users in any flow. Adding it created an intuitive entry point, giving new users immediate orientation and a clear path to begin their journey.

Adding a homepage

Pilot around Europe

Tool Successfully collected data on the health interventions

Real-world testing across multiple countries revealed how the app and the initiative itsself performed beyond controlled settings. Our clinicians team ran a pilot across Europe, continuously monitoring user behavior and gathering feedback. Ease of Use and Ease of Learning scored highest, confirming that users found the app simple to navigate. Usefulness received moderate scores, showing room for improvement, while Satisfaction scored lowest, highlighting opportunities to refine the overall experience.

Real-world testing across multiple countries revealed how the app and the initiative itsself performed beyond controlled settings. Our clinicians team ran a pilot across Europe, continuously monitoring user behavior and gathering feedback. Ease of Use and Ease of Learning scored highest, confirming that users found the app simple to navigate. Usefulness received moderate scores, showing room for improvement, while Satisfaction scored lowest, highlighting opportunities to refine the overall experience.

UX questionnaire average results

Lessons Learned

1) Words are as important visuals

Our early copy made people think “planning” was just about picking dates and times. We actually meant “go try new activities after setting your goals.” That small wording slip completely changed how they used the feature — a reminder that precise, unambiguous UX writing can make or break how people move through your flow.

2) Older Adult are more strict on their values

I learned that older adults value three things above all: a respectful tone, clear and straightforward wording, and designs that let them move at their own pace. They’ll take the time to read through content if it feels relevant and easy to follow.

Lessons Learned

1) Words are as important visuals

Our early copy made people think “planning” was just about picking dates and times. We actually meant “go try new activities after setting your goals.” That small wording slip completely changed how they used the featur, a reminder that precise, unambiguous UX writing can make or break how people move through your flow.

2) Older Adult are more strict on their values

I learned that older adults value three things above all: a respectful tone, clear and straightforward wording, and designs that let them move at their own pace. They’ll take the time to read through content if it feels relevant and easy to follow.

The interface

Feedback sessions underscored the importance of designing with inclusivity in mind, ensuring the app was accessible and relevant across different cultural and linguistic backgrounds.

Feedback sessions underscored the importance of designing with inclusivity in mind, ensuring the app was accessible and relevant across different cultural and linguistic backgrounds.

F

Case Studies

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Case Studies

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First solution

Providing users with Clarity and Control

The new homepage simplifies navigation by placing key financial actions Transfer, Exchange, and Add Money at the centre of the screen.

The new homepage simplifies navigation by placing key financial actions Transfer, Exchange, and Add Money at the centre of the screen.

Old Homepage

🏠

Open

Old Homepage

🏠

Open

Old Homepage

🏠

Open

❝ Some options feel buried inside menus I just want to send money quickly. ❞

❝ On PayPal, some options are not clear at all and are not easy to find at first, like adding to my balance or exchange rates when sending internationally. ❞

❝ I have ADHD and I have problems finding options on this app a lot. It takes too long to find what I need, especially when I’m in a hurry. ❞

New Homepage

🏠

Open

New Homepage

🏠

Open

New Homepage

🏠

Open

  1. Key payment actions (Transfer, Exchange, Add Money) are prominently displayed at the top, reducing friction.

  1. Alerts provide proactive notifications for users to manage their balance.

  1. The homepage is cleaner, with a focus on transactions rather than promotions.

Old Payment

💳

Open

Old Payment

💳

Open

Old Payment

💳

Open

❝ I wish I didn’t have to see the profile and photo of people I sent money to once a year ago—it makes it hard to focus on what I need to do.❞

❝ At first, I was really confused about how to do transactions, but after a while, it became easier. It shouldn’t take this long to figure out.❞

New Payment screen

💳

Open

New Payment screen

💳

Open

  1. We organized options more clearly. Payment actions like "Send," "Bill," "Give," and "Request" are tabbed at the top, making it easier for users to find and switch between different payment methods

  1. Icon colors are changed to reduce distractions, and layout changes help reduce cognitive load.

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