Discussing Deliverables

Discussions with the client team allowed us to agree upon a set of deliverables that were realistic, impactful, and suited to the available skillsets.

• Envision the Service: A proposed user journey or multiple user interactions that guide what the service or an aspect of the service could be. Wireframes/Hifi screens or a connected story detailing user touchpoints. A full Hifi Journey as a stretch goal
• Brand Inspirations: Define the general base aesthetic of the brand. Colours and Fonts as a base deliverable. Logo as a stretch goal.

Gathering and Analysing Research

The clients had already undertaken a lot of research, and though it was geared towards determining business viability, it proved to be a highly valuable resource that had answers for most questions that we had.

In the given timeframe, it seemed best to rely on that for most things and do just enough extra research to answer any important questions that we had that weren't covered in their documents.

Testing Assumptions

• Assumption: A digital interface may not be a good choice for the target age demographic.
  ‍
  False: The chinese market is a bit of an outlier in this, as they have a much higher than average percentage of senior smartphone users that are comfortable with complex interactions such as online shopping through their phone.
  ‍
• Assumption: People are not just isolated, they're lonely, ie. they are not happy with their social situation and would be better off with more social experiences
  ‍
  True: High suicide rates and increased reports of depression and other mental health issues in China have both been attributed to this problem.
  ‍
• Assumption: People are going to be comfortable in putting trust in a system such as this
  ‍
  True: Research performed by Aqua de Vida corroborated this, along with general pricing tolerance (around 800 RMB per month).

The Experience Vision Statement

Users should have a safe, secure place that allows them to meet their unfulfilled physical and mental wellbeing needs. This service will span from core healthcare tracking and maintenance to physical exercise, activity, and play to social and mental stimulation through meeting people, making friends, receiving counceling, and challenging their brains. The user should be put on an efficient path to achieving their own personal self actualisation goals.

The service should be tailored to the individual, while still allowing them to feel part of the collective group. Activites should deliver a social experience with a personal touch. Partaking in any one of the services should feel effortless, and should be eagerly anticipated by the user. Supporting maintenance sessions (such as health tracking) should be efficient and their benefits should be transparent, and where possible, opt-in.

Holistic Touchpoint Exploration

For this particular service to be effective, multiple stages of the experience had to not only work well, but also synergise and fit together.

For this reason, I decided that rather than immediately focusing on one part of the journey, it would be best to start by exploring the full lifecycle to really get into the mindset of designing the system rather than just the app.

• Entice: Trigger the user to take an interest in the service
• Enter: Encourage the user to complete the sign-up (ie close the sale)
• Engage: Make the main experience as useful and enjoyable as possible
• Exit: End the sessions with a smile on the user's face.
• Extend: Increase the chances of the user continuing the subscription.

Winning Twice!

We were fortunate enough to win not one but two first place awards for this project. We won the first place award for best client relationship, and the client team in Hong Kong won best project award.