<text-colour-orange>Pain points of the staff and senior users<text-colour-orange></text-colour-orange></text-colour-orange>

There was a preliminary version of the application available before me being one of the team. The statistic shows that the elderly still rely much on the old way of seeking help - ringing the staff; the staff remains using pen-and-paper for the management work.

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<text-colour-orange>Senior users' pain points<text-colour-orange></text-colour-orange></text-colour-orange>

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• <text-colour-orange>Vision impairment<text-colour-orange> </text-colour-orange></text-colour-orange>
  ‍The senior users often pull themselves too close or too far to the screen to read more clearly.
• <text-colour-orange>Learning difficulties<text-colour-orange></text-colour-orange></text-colour-orange>
  Few applications consider lowering the learning curve for the non-tech elderly users who are not their target users. The elderly often find the steps difficult to memorise and perform.
• <text-colour-orange>Cognitive difficulties<text-colour-orange> </text-colour-orange></text-colour-orange>
  ‍Comprehension towards same set of icons could be difficult for them.
• <text-colour-orange>Poor gesture performance <text-colour-orange></text-colour-orange></text-colour-orange>
  ‍Failure of performing specific hand gestures makes them feel confused and frustrated.

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<text-colour-orange>Staff's pain points<text-colour-orange></text-colour-orange></text-colour-orange>

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The existing application could only support simple request handling - posting, accepting and declining a request.

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The staff would still need to take care of:

• <text-colour-orange>Account management<text-colour-orange> </text-colour-orange></text-colour-orange>
  ‍Profile, scores, records...
• <text-colour-orange>Helper matching & prioritisation<text-colour-orange> </text-colour-orange></text-colour-orange>
  ‍Candidate's availability/ skill set/ age...
• <text-colour-orange>Requests management<text-colour-orange> </text-colour-orange></text-colour-orange>
  ‍Changes, deadlines, cancelation...
• <text-colour-orange>Follow-up actions<text-colour-orange></text-colour-orange></text-colour-orange>
  Settling dispute, changing scores...
• <text-colour-orange>Data analysis<text-colour-orange></text-colour-orange></text-colour-orange>
  Active users, use rate...

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While the existing products could not help much, the elderly prefer directly contacting the staff, making the staff handles almost every case manually with pen-and-paper. Not only the workload is huge, rigid and repetitive, the lack of a data management system also hinds the data accuracy for analysis in long-run.

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<text-colour-orange>Identifying the problems<text-colour-orange></text-colour-orange></text-colour-orange>

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• <text-colour-orange>The senior user reluctancy<text-colour-orange> </text-colour-orange></text-colour-orange>
  ‍Due to the frustration and pain points they encountered using the application, more than 96% their daily requests end up being handled by the staff manually.
• <text-colour-orange>Little support from existing products<text-colour-orange></text-colour-orange></text-colour-orange>
  These tools, which were gifts given by the companies, have their original purposes and target users and therefore not customisable and have 0 linkage to the NGO's database.
• <text-colour-orange>Insufficient manpower<text-colour-orange> </text-colour-orange></text-colour-orange>
  ‍More than 80% of the staff effort goes to manually inputting, cross-checking and managing repetitive data and the situation gets worse as the user community grows.
• <text-colour-orange>Lack of data management system<text-colour-orange> </text-colour-orange></text-colour-orange>
  ‍Over 60% of the workload can be possibly be automated, leaving more time and capability for the staff to handle non-routine incidents and hence to improve the service quality and user experience for the senior.