PROBLEM
Uncertain explorers make up a good portion of first time visitors to the AARP Caregiving channel. When these types of Caregivers come to AARP Caregiving for the first time, they may feel overwhelmed with the burden of being a caregiver and unsure where what resources they need.
RESEARCH
One segment of our visitors are considered uncertain explorers. We asked ourselves how can we personalize an uncertain explorer's experience so that they can receive the most relevant information to suit their needs.
Utilizing our testing platform Alpha, we performed a usability test with uncertain explorers (new to caregiving, unsure where to start) and asked them to search for certain content based on their specific caregiving needs and to tell us any frustrations they experience in finding the various content. For instance if some one cared for their parent who had alzheimer's, we asked them to find as much content as they could based on that search criteria. The majority of users found a good amount of content but it was clear there wasn't an easy way for them to get back to all the content they found unless they bookmarked it.
PLANNING
Our user testing provided us with the insight we needed to delve into solutioning. We knew we needed a way for the system to learn what the specific needs of the caregiver has and provide them with targeted, relevant content and resources to help them care for their loved one. We want this content to be accessed all in one place and easily accessed at a later date.
COLLABORATIONS
Caregiving Leader - Communication of business goals.
Strategic Business Analyst - With testing platform Alpha.
Content Strategist - Determining content per taxonomy on results page
Product Owner - Owner of new component builds and sprint orchestrator
Third Party Produce Manager - Lithium API point person
Developers - Front end and back end developers.
Creative Director - Approvals on visual styles.
DESIGN & USER TESTING
WIREFRAMES
WIREFRAMES
PROTOTYPE
USER TESTING
We performed a usability test using the prototype in Alpha. Our primary learning objective was to evaluate that the Getting Started experience guides uncertain explorers to targeted, relevant content and resources to help them care for their loved one.
Our secondary learning objectives were to validate the usability of the questionnaire and results, including
• Ease of use of the user interface and interaction models
• Comprehension of questions and categories of results
• Presentation of resulting content
• Gauge the utility of the experience in meeting caregivers’ expectations and needs, including the breadth and relevance of questions and results
• Identify any barriers to use, credibility, and trust
VISUAL DESIGN
The visual design needs responsive to various screen sizes, to abide by AARP's existing digital style guide, and the component itself needs to be able to work within the existing CMS platform
ENTRY POINTS
QUIZ
RESULTS PAGE
SUCCESSFUL SAVE SCREENS
