Case Study | GeckoTraxx by Shufan Ash, Masoudeh Esmaeilikia, Srishti Jain and Petra Symond

CASE STUDY GECKO TRAXX CUSTOM WHEELCHAIRS

UX / UI DESIGN Presented by Shufan Ash, Masoudeh Esmaeilikia, Srishti Jain and Petra Symond (team lead) 1

PROBLEM STATEMENT

Wheelchair users feel that the scripting process doesn’t offer enough personalisation or product information

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often resulting in an incorrect end product.

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HOW MIGHT WE…

1.

How might we create a system for the wheelchair company

2.

How might we give users a clear idea of the end product?

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and user to personalise the service?

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RESEARCH INSIGHTS

The want to know

The client brief included an assumption that users found the measuring process uncomfortable.

every detail and get a

Our research showed that the users were frustrated

Scripting process needs

visual on what

with the process and lack of information and

to be more indepth to

wheelchair they are

personalisation and didn’t mind the measuring part.

understand users needs

ordering

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The most frustrating The measuring

Users want more a

part is waiting for the

process is easy and

more personalised

wheelchair and not

is not frustrating

service and to be told

being kept up to date

of all options available

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PERSONA’S

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KEY PERSONA Our key persona, Claire, has been central to our journey. We ask ourselves ‘what would benefit Claire’?

About Claire feels let down by the system who seems to take a long time to do anything and not listen to her needs. She finds it is hard to arrange a visit to be measured due to COVID-19 as well as her remote location. The process of getting a new wheelchair should be exciting but she finds her situation is not really understood and the lengthy process makes it all so much worse.

Caring, family-focussed, dependable

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Claire Burrows 42, Dubbo 8 years Wheelchair user Claire suffers from MS and has been in a wheelchair for 8 years. She lives with her husband Dave and their teenage kids.

"Being in a wheelchair as long as I have means I know my body and situation the best. I am frustrated at the system and people not taking the time to listen to me."

Needs Wants her needs to be heard and prioritised over that of the measurer, OT or NDIS To get a personalized wheelchair that actually works for HER and what she does in her day to day life, and not get injuries from her new wheelchair To be kept informed and updated on her scripting process, appointments and wheelchair production For her location not to determine her level of care or outcome

Mobility

Personal needs

Experienced user

Painpoints Her unique medical and personal needs are not being heard and considered Her remote location seems to work against her wheelchair ordering and servicing experience Claire has got injuries as a result to a wrongly scripted wheelchair Her condition is deteriorating so often her condition has changed since she first ordered the chair to when she receives it usually around a year later She wishes they would take longer to measure me to and do a follow up measurement just to be sure

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SECONDARY PERSONAS Our secondary persona’s, Nick (wheelchair user) and John (business owner) have unique perspectives that need to be considered.

About Nick was born with spinal disease, and is a lifelong wheelchair user, he have two sets of chairs, one for daily use, one for sports. He has found a very reliable wheelchair company, which he will go back every 4-5 years. He thinks keeping a record of his last purchase making things easy for him. And he is happy to spend time in the scripting process to make thing right, and like to assure that he understands every details of his product.

Mobility

Personal needs

Experienced user

Needs

Positive, active, energetic

Needs Nick Anderson 35, Melbourne Life-long wheelchair user Nick is married and has a young family.

He enjoys his wheelchair sports.

Painpoints He can't try or visualise what the chair will look like so won't really know if it will work for him until receive it No instant feedback on what the wheelchair will look like after scripting process Not 100% sure if it is good reliable wheelchair and knowing if the parts can be adjusted and replaced easily

Empathy, Attentiveness, Patience, Very experienced & knowledgeable John Stafford 43, Melbourne Owner of wheelchair company Married with 2 primary school aged kids. Enjoys an active sports life as well ad advocating for wheelchair users.

"Being a wheelchair user myself means I try to find the best way to accommodate their unique needs. This needs to be done accurately and efficiently while meeting business goals."

Balancing the needs of the business and ensuring that profits as well as the customers needs are met.

Provide accurate measurements, and selecting the right features/making the right adjustments to fit individual needs.

Developing a system to reduce the input errors.

Providing more transparency for the user during the post scripting process, so the user has a clear idea of what sort of wheelchair they are getting.

Pain points Errors in the measurements especially during requested special features could occur, and there isn’t a double checking process for those errors.

No instant feedback/visual on what the wheelchair will look like for both the business and the customer.

Limited experience from the OT and user, could cause them to focus on a limited product range, not have the information of the variety products, and miss a better solution.

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"Buying a wheelchair like buying shoes, until you tried you wouldn't know if it fits you."

Having a good visualisation and physical try of the products before making a purchase.

Knowing if it is a reliable product, a good quality product, warranty of the parts, such as if the parts are easy to be maintained, replaced or fixed.

Wanting to know the framework for when the wheelchair will be ready Wanting to know what you have ordered and what the components are

About John started his wheelchair business 8 years ago because he felt like many improvements could be made in the local custom wheelchair market. He works with both wheelchair users and therapists, and gives advice from the manufacture point of view to help user to make the right purchasing. John is also a wheelchair user for over 20 years, and he can understand the user better and build the integrity with customer quickly, and from a non-clinical point of view explore better solutions for user.

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CUSTOMER JOURNEY MAP Our key secondary persona, John, joins the journey map to see what both users experience in the process.

"Being a wheelchair user myself means I try to find the best way to accommodate their unique needs. This needs to be done accurately and efficiently while meeting business goals."

"Being in a wheelchair as long as I have means I know my body and situation the best. I am frustrated at the system and people not taking the time to listen to me."

Claire Burrows - Primary persona 42, Dubbo, NSW Wheelchair user

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Making appointment

Traveling to the business location

John Stafford - Secondary persona 43, Melbourne Owner of wheelchair company

Providing info for John

Measuring Process

Ordering process (Decision making)

Claire has to travel to the business location for the measuring process to take place

Claire and her OT discuss Claire's medical history and personal needs with the business representative (John)

John starts to take Clair's exciting wheelchair's measurements

John discusses wheelchair options

John asks the manufacture company to provide a CAD sketch with the measurement details.

Claire wants to know where her wheelchair production process is at

Claire waits for her order to arrive and it usually takes about a year

Claire received the wheelchair and want to check out the maintenance and replacement information

Claire thinks the process is being rushed, and she didn't have chance to communicate all her conserns to John

John thinks Claire and her OT have limited experience and are not being open to all types of possibilities, Clair thinks if John could demonstrate better visually to make it clear to her.

John wants to double check if the measurements are correct before the production

Claire thinks there should be a way to track the procedure and know estimate dates of when she can get her new wheelchair

Claire hopes she doesn’t have to go through this process for another 5 years

Claire wants to know how to take care of the Wheelchair and the replacement for different parts.

Order placed

Production

Delivered

Q&A

DO

Claire has to book an appointment with the wheelchair company and make sure the appointment can also be attended by her OT

Think

She needs to have her personal OT cause the OT listen to her needs and makes sure the wheelchair is right for her

It would be amazing if she didn’t have to travel

If the business had kept Clair's medical history she wouldn’t have to explain everything from the beginning, only the new changes

Feel

Claire feels frustrated to reconcile everyone's calendars for her appointment

Frustrated that her remote location is working against her

Annoyed to explain everything all over again

Claire feels a bit anxious because she doesn’t want any measurements wrong

Claire feels a bit anxious because she is not too comfortable with experimenting too much, and she does not feel 100% sure about the recommended product

John is a bit worries if there are measurement input error

Claire feels a bit impatient to get her new wheelchair

She feels excited to try her new wheelchair but nervous about the travelling back to the business if something is not right

Claire feels she have to call the company again and ask those questions

Opportunity

Appointment alert /calendar remainder would help her

Online consultation appointment would help her here.

An profile record provided before discussion would help

Clearly listed concerns and solutions could be a good way to check all the missing points from the conversation

Show product visually, provide feature information and a demo try could be a good way to introduce the new products.

Double checking the measurements on the final production sketch is important.

Provide details of production process and timeline could help user to be informed.

Save this purchase record for next time use

Provide a summary of maintenance and a warranty details could help.

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IDEATION

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IDEATION / BRAINSTORMING Get users to upload photos and use AR software to measure on the image to provide an initial measurement info

Setting up a user profile with all the history records online

User can upload their OT reports online A 'snap and share' instant photo upload of paper records

How might we provide users to share their wheelchair and medical history?

OT measures with user on Zoom call with wheelchair measurer Get user to pre-fill in profile overview before appointment as some might get nervous or not have time to go through their thoughts properly in the appointment

Visual timeline their OT/medical/ordering/measuring history Having a reminder as follow up with users to complete their profile in case of any changes to their medical history

Double checking everything visually with the user to avoid mistakes How can we communicate remotely?

Having CHAT option with a specialist on the website Bold their needs and medical history profile in the website

Guided measuring system to do it yourself with the help of a family member

Online profile with real time updates for user, OT and business

Digitise discussion and sharing of medical history

History and prediction charts (data analytics)

The process can separate to three stages: 1. Initial consultation to get user upload photos, video, fill up questionnaire to identify existing problems; 2, Face to face consultation on Zoom or in person, double confirm the problems and communicate the solutions with user, re-measure some of the parts to double check if the initial measurement based on the image is accurate, this re-measurement can be done by user's familiar person, OT, or measurer; 3, provide CAD sketch to double check if the sizes and part are correct according to the measurement record.

How might we create a system for the wheelchair company and user to personalise the service?

Get users to fill up a questionaire first to identify their problems

To use a laser to accurately measure

How might we provide measurers more room to concentrate?

How might we ensure that the measurements being taken are communicated back and forth from the user and business accurately?

Measure in MM's rather than inches for extra accuracy

Have a voice activated smart device that records the measurer's input while they are doing it so they don't have to put their measuring device down to write an order

By giving them time frame for each action and every actions are required to be done in a time frame

Use a laser to measure (just like they do with house floor plans)

Using 3D scanner to scan the current chair Have profile 'time prompts' to remind the OT/measurer/user that something is due or they are waiting on a specific answer on something

Eliminating the paper process, all input done digitally.

The measuring process should be guided from one phase to another.

Use 3D scanner for accuracy, this device have to be conducted in person, can not use remotely

Animation on what to measure and how to guide accurately

Guided videos for the user

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link to videos to guide the measurement process

Our group participated in brainstorming sessions.

Our ‘How might we’ questions formed the basis of our investigations.

Measurer to write a user profile overview - outlining their particular medical condition and personal preferences including how they use the chair Explain all personalisation options available How can we communicate based on personal needs?

Having a more personalised questioner on the users profile that they fill out and make changes if needed.

Real-time updated on the progress of the scripting process, with ability to ask the user to remeasurer some components quickly

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IDEATION / BRAINSTORMING Providing a 3D CAD image online for user to view after scripting

Get user to try the VR demo chair, the VR chair which can setup as different angel, cushion, size adjustment, with a VR glass to see the mock-up of the wheelchair A Virtual Reality visual of the chair - along with specific measurements and notes for the measurer and client to both approve

How might we provide a realistic visualisation of the end product?

How might we communicate maintenance and warranty details of the wheelchair?

Hologram projector (cost isn't that much)

Provide the common maintenance and warranty information online

Include warranty notes specific to this chair including warranty / maintenance to the profile. Print and send to make sure they have a hard/soft/online copies.

Use 3D scanner, can collect a virtual image data to be able to provid a 3D image for adjustment and change, part of production can be linked with 3D printing as well with Manufacture.

How might we give users a clear idea of the product?

Provide the information. online on the website or to be sent to the user as if they need a hard copy

ide a detailed view of all options and the changes as they are implemented (e.g.the customised shampoo) Provide real customer feedback and photos

Having the CHAT option for users on the website to be able to answer any question they have online and efficient.

Downloadable online packs after user flow (ie. choose your own adventure based on questions about your ordered wheelchair)

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An information package with all the details about the wheelchair on users profile or send it to them

Once the order has been placed, the 'chair profile' along with the quality notes is saved and sent to wheelchair user

How might we provide information about the quality of the parts?

Have a summary of the parts information and maintenance, and warranty info online people can have their own question asked online regarding to maintenance and warranty On hove information of the parts in the visual

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IDEATION / RESEARCH

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Interestingly, our individual research and brainstorming formed similar outcomes.

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IDEATION V2 / MVP

High value CREATIVE: depends on input personal info, add in illustrations

Use a laser to measure (just like they do with house floor plans)

Get users to upload photos and use AR software to measure on the image to provide an initial measurement info

The process can separate to three stages: 1. Initial fill up questionnaire to identify existing problems; 2, Face to face consultation 3, provide CAD sketch and VR demo chair.

Provide a detailed view of all options and the changes as they are implemented (e.g.the customised shampoo) REAL TIME VISUAL REPRESENTATION

Use 3D scanner for accuracy, this device have to be conducted in person, can not use remotely

On hover information of the parts in the visual

Downloadable online packs after user flow (ie. choose your own adventure based on questions about your ordered wheelchair) USER FLOW OR ALGORYT

Highly personalised like 'Amazon'

Animation/picture s/ videos on what to measure and how to guide accurately

Use 3D scanner, can collect a virtual image data to be able to provid a 3D image for adjustment and change, part of production can be linked with 3D printing as well with Manufacture.

Providing a 3D CAD image online for user to view after scripting

Guided measuring system to do it yourself with the help of a family member

Questions/forms: Responsive tags Have profile 'time prompts' to remind the OT/measurer/user that something is due or they are waiting on a specific answer on something

info forms or contact us (if they are more comfortable) Chat symbol at all times

The measuring process should be guided from one phase to another.

GUIDED

User can upload their OT reports online

Visual timeline their OT/medical/or dering/measur ing history A 'snap and share' instant photo upload of paper records

Having CHAT option with a specialist on the website

Get user to try the VR demo chair, the VR chair which can setup as different angel, cushion, size adjustment, with a VR glass to see the mock-up of the wheelchair

Online profile with real time updates for user, OT and business

Game map with multiple bases which serve as different stations of the buying process

Scheduled ZOOM meetings for OT to collaborate remotely

Setting up a user profile with all the history records online

Advocate/summar ise their needs and medical history profile in the website

Get users to fill up a questionaire first to identify their problems

Double checking everything visually with the user to avoid mistakes

Eliminating the paper process, all input done digitally.

custom product builder Measurement overlays / pop ups or pops out and prompts. Colours differ when completed.

Explain all

personalisation options available

Measure in MM's rather than inches for extra accuracy

Difficult Easy

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History and prediction charts (data analytics)

Hologram projector (cost isn't that much)

A Virtual Reality visual of the chair - along with specific measurements and notes for the measurer and client to both approve

Provide real customer feedback and photos

Communication style gamification element to extract customer personality and lifestyle information. We can provide options of answers that the user has to select from

people can have their own question asked online regarding to maintenance and warranty

Have a voice activated smart device that records the measurer's input while they are doing it so they don't have to put their measuring device down to write an order

Low value

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USER TESTING

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USER TESTING / ROUND 1

Interviews

Online Platform Tests

• Asked questions in depth and received

• Received a good number of tests

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some qualitative feedbacks.

• Observed user’s body language and facial

• Received Heatmap, user flow and other types of reports for analysis

expression to catch dynamic response.

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USER TESTING / TASKS 1. On the Homepage, ask user to place an order, and book an appointment 2. On the Measurement page, ask user to find “Seat length” to input the measurement 3. On the Visualise page, ask user to create an “Everyday wheelchair” with red frame

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4. On the Confirmation and Delivery page, ask user to approve the CAD sketch with details, check the deliveries timeline and ask questions.

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USER TESTING / QUESTIONNAIRE QUESTIONS

RESULTS

How do you feel going through the steps to complete the order?

50% rated 4

Between 0 very difficult - 5 very easy

50% rated 5 very easy

How do you feel your personal needs are being met?

50% rated 4

Between 0 not met - 5 very well met

and 50% rated 5 very well met

How do you think the visualisation of your new wheelchair?

Between 0 unclear- 5 very clear

100% rated 5 very clear

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Other Feedback:

• Users loved that they could see all the wheelchair features and options • Users find the website easy to navigate • There are many parts can be chosen on the Visualiser, which users don’t have the chance to choose or see before.

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INSIGHTS & DESIGN ITERATION Design Amendments:

The landing page was confusing to users to know

• Reduce the numbers of buttons and rename them

where to start

• Make the “start order” to dominate colour

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Insight:

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Insight:

Design Amendments:

Measurement input field is not standing out

• Making the letters with glowing green circles

for user to see

• Changing the input box to white background to increase the contrast

GECKO GECKO TRAXX

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INSIGHTS & DESIGN ITERATION

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INSIGHTS & DESIGN ITERATION Design Amendments:

Business-side users like to know more about

• Changing the navigation bar “Medical History” to “Personal information”

lifestyle and not just medical info

• On measurement page, replace two buttons to “Check personal information”

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Feedback:

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USER TESTING / ROUND 2

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Tests via interviews •

Users easily found where to start the order from the landing page

•

Users found it is easy to navigate the journey

•

Users found the measurement page works well with a clear guide to input measurements

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PROTOTYPE

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CLAIRE’S USER FLOW

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PROTOTYPE

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CONCLUSION

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DID WE ANSWER THE PROBLEM STATEMENT?

Yes, we believe so! Our journey of research, discovery and insights led us to a solution that provides a more personalised service with more visibility of what exact product they are ordering. This answers the problem statement of finding a

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solution to the pain points of both the measurer and the user.

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NEXT STEPS

Our recommendations:

• Conduct further high-value user research to ensure a wider catchment of users are taken into account when building the website

• Conduct an Accessibility Report so that all users are considered in the creation of this website

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• Client should carry out their own due diligence to ensure our proposal is aligned with the business and it’s actual product offering

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THANK-YOU!

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