Type:
App (Mobile + Tablet iOS)
Company:
Music Health
Year:
2023
Role:
Managing the research & design process
UI design and prototyping, testing
Design documentation, handover to Dev
Tools:
Figma & Plugins, Notion
Adobe Suite (Photoshop and Premiere)
This project centered on a SaaS migration effort, transforming two separate products—Vera, designed for families, and VeraPro, tailored for enterprises with multiple listeners and caregivers—into a single unified platform. While the product held great potential, it was facing usability challenges that hindered its effectiveness.
By managing diverse stakeholders and leading an extensive design process, we focused on enhancing the user experience, simplifying workflows, and reimagining the product to better meet the needs of everyone involved in dementia care.
Research
We started by analyzing the existing product, identifying frictions, bugs, and areas for improvement. On-site testing allowed us to observe how users interacted with the product in real-world settings. We then conducted user interviews to dig deeper into their experiences and identify key pain points.
Alongside user research, we focused on learning about dementia, caregiving routines, and different care environments. Secondary research examined the seven stages of dementia and its effects on the brain, providing insights into the journey of those living with the condition. To understand caregiver responsibilities and care routines, we studied "Activities of Daily Living" and their role in dementia care.
Product Analysis
As part of the product analysis, we conducted a detailed investigation of the product and its flows, identifying frictions and bugs that impacted usability. This thorough review also allowed us to prepare a foundational flow for the SaaS migration, setting the stage for a more seamless transition.
Product Testing
We conducted product testing with nine participants based in Australia and the USA, focusing on both Vera and Vera Pro. The sessions were carried out on mobile and tablet devices to observe the onboarding experience. Participants included a mix of direct-to-consumer (D2C) and business-to-business (B2B) users, allowing us to assess the product’s performance across different user types and contexts.
User Quotes
“...so who is the listener?”
“Got to know what it’s all about, how’s it different?”
“Refresh to me means the whole screen as if you’ve made a mistake or if you’ve been not using it for a while”
“I always find that very painful that you have to go to some other window to get the code”
User Interviews
Interview 08
Caregiver
Setting: Care Facility
Interview 07
Caregiver
Setting: Care Facility
Interview 06
Dementia Care Advisor
Setting: Care Facility
Interview 05
Caregiver
Setting: Care Facility
Interview 04
Music Therapist
Setting: Care Facility
Interview 03
Digital Health Pro. Manager
Setting: Hospital
Interview 02
Occupational Therapist
Setting: Hospital
Interview 01
Caregiver
Setting: Care Facility
Key Findings
There is a need for continual education and training of staff
-
There is very little profile calibration happening
-
Login and forgetting passwords is a barrier
-
Suitability of the music is a barrier for ADL’s - eg calm is too high tempo, need for instrumental only
-
If the app does not work they do not persist, they will use another music source
-
Devices are limited
-
Vera is currently being used more for recreation, meals and lounge activities, less for personal care
Ecosystem Mapping
Disconnections in the Ecosystem
-
Hospital/facility rules
Nurses/caregivers can’t use personal emails, devices
This results in “fake” email creation - difficulty for resetting passwords
Login issues
-
Music Health - Account setup
Music Health team - setting up and creating accounts
Increased workload
Multiple password reset requests
-
Licenses (Music - such as UMG)
Music licenses - inability to play music with one account on different devices simultaneously
-
Technical Issues
WIFI Connection interrupts VERA experience
Bluetooth speakers - not being within the range
Not enough devices or charging issues
App updates scheduled by the IT department
Music Health’s Employee Involvement
We created an ecosystem map to visualize how the product functioned and outlined our team’s involvement in the process. One key issue users faced was login difficulties, as every user, regardless of their care setting, needed an email and password. Many users either didn’t have email addresses or couldn’t remember their passwords. To address this, the Music Health team had to manually create dummy emails for users who forgot their login details. This diagram illustrates the manual effort required to manage these login issues in one care setting.
Understanding Dementia
Define
Drawing from our research, we considered the different care settings and a wide range of user types, from caregivers to executives. Based on these insights, we developed five personas with diverse needs. To deepen our understanding, we mapped out user journeys and relationship dynamics within the ecosystem.
Personas
Problem Statements
Malia needs a more user-friendly authentication process so that she can access and utilize VERA effectively when caring for elderly residents with dementia.
Sophia needs an intuitive and consistent process so that she can have an empowered team that can carry out their care routines autonomously.
Catherine needs a quick way to access easily digestible data so that she can understand VERA’s effectiveness and improve patient care strategies.
Mark needs an easy way to navigate through diverse care settings so that he can provide personalized therapy.
Jason needs to find the right music so that he can better connect with his father and share moments together.
How might we...
provide a single self-administered product that meets the diverse needs of health professionals and family members in different care settings?
Ideate
We began by outlining key design considerations and brainstorming during whiteboarding sessions with stakeholders. After defining user tiers, we established the foundation for the information architecture. With key features identified, we conducted a competitive analysis to gather additional insights. Finally, we created a detailed user flow that accounted for the needs and permissions of all user types.
Listener Profiles and Groups
User Groups & Tiers
Information Architecture
Key Features & Functionality
Easy login - List of profiles and quick tap
Profile Calibration
Create Carespace - Setup/manage group & Joining a Carespace
Invite other users and managing permissions / Shared admin rights
Outcome focused listening
Analytics - track progress
Competitive Analysis
User Flows
Design & Prototype
Building on insights from the Ideate stage, we began creating wireframes and testing various options. Our first priority was enhancing the user experience by offering tips and providing feedback to the user after completing actions. We then redesigned the onboarding process and simplified the navigation menu. The most critical issue, the login process, was addressed with support from the Dev team. Additionally, we focused on improving the UI by incorporating illustrations, color schemes, and consistent UI elements.
Onboarding
Home Tab - Team Performance
Caregivers
Listener Profiles
Test & Iterate
After completing the UI design, we created an interactive prototype for usability testing. Testing was conducted with two groups: family members and professionals. The feedback highlighted significant improvements in usability and interface design. However, critical feedback regarding caregiver profiles prompted us to reimagine ways to simplify the product further.
Testing Participants
Name: Sh.
Age Group: 51 - 60
Setting: Live-in volunteer carer for 92 year old with mild dementia
Location: VIC, Australia
Name: J.
Age Group: 70+
Setting: At home carer for 101 year old mother
Location: VIC, Australia
Family
Name: R.
Age Group: 70+
Setting: Previously at home carer of 75 yr old partner with Alzheimer's and dementia
Location: VIC, Australia
Name: B.W.
Role: Music Therapist
Setting: At home carer for 101 year old mother
Location: SA, Australia
Enterprise / Admin
Name: A.L.
Role: House Manager
Setting: RACF
Location: NSW, Australia
Name: C.
Role: Lifestyle Manager
Setting: RACF (Nursing home)
Location: VIC, Australia
Usability Testing Snapshot
Critical Feedback
“I think it’s a good point of having separate profiles, like I would not be here for 2 days. If another staff is looking after the resident there will be things they notice about the resident’s preferences of a song that I haven’t seen. It’s good they have their own account as well so they can provide feedback of the residents’ likes. Would you check this on the residents profile? Yes, to see what they have played for the week”
“I know you’ve got other places you’re designing for as well, but here we wouldn’t put the caregiver profiles in. We would setup admin profile to own the listener profiles, but wouldn’t want to the staff in. Because it’s going to be just too much admin. The nurses want to grab it and put it on. There isn’t time to change who is playing what. They would just be ignored within about 5 seconds - but only in this setting, I’m not sure about other settings. The staff change over so much, there is so many of them. In this setting listener-based works really well because the clients are long-term.”
Review of Research Findings
Usability Testing
Interviews
Site Visit / Cont. Inquiry
Webinar
“(Carers) have to document the care and for the activities part they have to document what they have done and it’s not happening at the moment, and even though they have had the training they’re not doing it”
C., Lifestyle Manager
RACF (Nursing home)
They are expected to cook, do personal care. They are expected to do a lot. We need to reduce barriers.
E.,B. Music Therapist
RACF
Carer/patient and device/carer ratios are the biggest issue.
A., Clinical Consultant
Hospital
Wonder whether the usage data per unit (ward/cottage) would be more useful as apposed to just individual carer - like when the units are using it, is it more during meal times, what the response is and things like that. There are multiple nurses in the ward, if you individualise the data it might not be as useful but if you look at it as a whole and see a trend.
Q: Would your staff be interested in seeing that data for themselves?
If they had more time they would be interested.
S., Nurse
Hospital
Can we have something easy to use, easy to navigate?
M., Caregiver
RACF
“When do I play it, what do I play” - The first time it feels like too many choices to make when the reality it’s just who and the mood.
T., Account Manager - Observations
Music Health
“(Carers) have to document the care and for the activities part they have to document what they have done and it’s not happening at the moment, and even though they have had the training they’re not doing it”
B.W., Music Therapist
Hospital
Carer profiles, are you a carer or a nurse? How does that factor? Does that change anything? Why do you have that option?
C.F., Project Manager
Hospital
Those who are hand held get it, if you don’t hand hold...they get lost in the weeds. Carers, even people we have shown it to in the last few years, don’t get it.
T., Account Manager - Observations
Music Health
If another staff is looking after the resident there will be things they notice about the resident’s preferences of a song that I haven’t seen.
A.L., House Manager
RACF
I have data on the listener side but as to who is putting on the music I’m wondering how I could use that information.
B.W., Music Therapist
Hospital
In Care task there is a fine line between things going well and not well. A patient might need 5 carers to complete an ADL. This is a big change for them. Getting in and setting up VERA can be difficult. We need to do that early, otherwise someone else might play Spotify.
S.L., Occupational Therapist
Hospital
Outcomes
Following usability testing, we carefully reviewed all the findings from our research. This reflection inspired us to reimagine the product, focusing on how it could be simplified to meet the essential needs of everyone involved in dementia care. This marked the beginning of an exciting new phase, as the product started coming together in meaningful ways.
simplify the product to meet the essential needs of everyone involved in dementia care?
How might we...
Self Reflection
This project was a transformative learning experience. Leading an extensive research process, driving UI improvements, and managing multiple stakeholders were invaluable opportunities for growth. Collaborating with a creative team during whiteboarding sessions brought energy and inspiration to the process.