Digital visits
Complete redesign of the user interface whilst adding new features and functionalities to enhance the user experience.
Role
UX/UI designer
Industry
Welfare tech
Duration
6 months
Introduction
Digital Visit is a service from Salus Mea that enables caregivers to perform home visits and daily checkups digitally through video calls. The service is designed for municipalities and care centers that provide home care or housing support. Digital Visit offers great flexibility, allowing it to be used either as a supplementary digital check-in or to fully replace in-person home visits, depending on the care receiver's needs.
To connect, the care receiver must accept the incoming call on their tablet, which can be stationary or handheld within their home. Once the call is accepted, the caregiver and care receiver can communicate face-to-face, allowing the caregiver to check on the care recipient’s well-being.
Strategy
To collect viable information and to understand what future challenges the home care is facing, we started a collaboration with a municipality that used the service. The goal of the collaboration was to create a Swedish standard for "Digital home visits" and develop solutions that would make an impact to both caregivers and care receivers. The collaboration allowed us in the UX-team to gather and collect valuable insights during the redesign phase and to truly understand the challenges the industry is facing.
Wireframing and prototyping
Based on the customer’s vision and challenges, I began by mapping out various user scenarios and creating flowcharts to define the scope of each new feature and solution. From there, I developed wireframes and sketches, which were reviewed internally to determine the best technical approach.
During digital meetings with the client, we showcased interactive Figma prototypes, allowing them to provide feedback, approve designs, or request improvements to ensure the final solution aligned with their needs.
Start call flow chart
Updating personell portal
To enhance the usability of the service, a new homepage was designed to simplify workflows for personnel initiating calls. This redesign not only made it easier to start calls but also provided real-time information on ongoing calls, giving staff a clearer overview. A key feature introduced was the ability for personnel to request permission to join ongoing calls, making it easy to provide secondary opinions when needed.
Redesign video call interface
Initially, the Digital Visit platform supported only one-on-one video calls. But after several brainstorming sessions and discussions with the client on how to future-proof the service and increase its value, we expanded the functionality to support group calls. This opened up new use cases, allowing municipalities and clients to host group activities for the elderly, such as seminars, group exercise sessions, or casual social gatherings. This feature would significantly improve the social engagement for elderly users who may not be able to participate in such activities outside their homes.
To ensure a seamless experience for group calls, we developed features like user spotlighting, screen sharing, and co-hosting capabilities. These tools enabled moderators to effectively manage and control the calls, ensuring an engaging and organized meeting experience for all participants.
Invite to call participant
Redesign care receiver apps
The target audience for the app required strict compliance with WCAG accessibility guidelines. The client emphasized that interactions with menus, options, or settings should be minimized to create a more accessible and user-friendly experience. To meet these needs, we focused on simplifying the user interface. Buttons and text sizes were adjusted for readability and ease of use, ensuring that all interactive elements were easily clickable.
Additionally, we redesigned the call interface to support group calls while also maintaining simplicity, ensuring a seamless experience for users with minimal technical expertise. These changes were critical in making the app both accessible and intuitive for the care receivers, aligning with the customer’s goals and improving the overall user experience.
Outcomes
Our goal was to develop the new Swedish standard for digital home care visits, showcasing and demonstrating the potential impact digital services could have for other municipalities. The updated solutions and UI enhancements were designed in close collaboration with the client, ensuring that all changes benefited both care personnel and recipients, and could be easily adopted by others.
Benefits for personells:
Less travel: Replacing some home visits with Digital visits will reduce the amount of travel, which not only saves time but also benefits the environment.
More flexibility: With the ability to conduct calls from a computer, personnel can now work from home during night shifts, offering greater freedom for their personal life.
Reduced stress: Digital visits eliminate the need to plan for travel time between appointments, creating a more relaxed and efficient workflow.
Increased efficiency: Staff can conduct multiple shorter calls and check-ins as needed, ensuring that all care recipients are monitored and supported regularly.
Benefits for care receivers:
Integrity: Digital visits allow care receivers to maintain their privacy by avoiding the need to invite personnel into their homes. If they prefer not to engage, they can simply decline the call.
Technological inclusion: Digital meetings help care receivers feel more connected to the technological advancements happening today, promoting a sense of inclusion.
Simplified tasks: Features like screen sharing enable care receivers to collaborate with personnel on tasks like filling out forms or placing grocery orders, ensuring they remain involved in decision-making.
Social engagement: Group calls offer opportunities for elderly individuals to socialize and participate in activities from the comfort of their homes.
Watch the clip below from TV4 if you are interested to see how digital services are used in Lunds municipality.
