CASE STUDY:
WALTR APP
ROLE: |
SOLE UX/UI DESIGNER |
TIMELINE: |
~6 MONTHS |
DESIGN: |
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MARKETING: |
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Every product design on this site follows human-centered design and design thinking principles. While this and other case studies are abbreviated, those for the Harris Center for Mental Health and IDD and Kūbs (game development ecosystem) are more complete examples of my design process.
THE ORIGIN
During the COVID-19 pandemic, families faced unprecedented challenges as they were separated from their loved ones in retirement and nursing homes. With visitation restrictions in place, a profound sense of isolation and helplessness overwhelmed patients and their friends and families.
Mascouche, Quebec-based software development company, HiveHub’s, founder and CEO had an elderly relative so felt this frustration first hand, and he was in a position to do something about it. In a flash of inspiration, Waltr app was conceived.
THE CHALLENGE
As UX/UI Designer, I needed to learn as much about the retirement home industry, the likely user groups, their wants, needs, and probably pain points, and more to design an app that would bridge the physical and emotional separation so many were experiencing.
MVP features included basic texting, video calls, co-play games, and a picture album. In further iterations, we added communication with caregivers and facility management which required HIPAA-secure account managment, and much more.
THE OUTCOME
Waltr exceeded every stakeholder and user expectation. The app successfully connected families, improved patient care, and alleviated emotional distress. It served as a reliable and secure platform for communication, facilitated gameplay, photo sharing, and provided essential health tracking features. Representatives from each user group expressed their satisfaction with the final product and our responsiveness to incorporating their feedback into each development iteration.
THE PROCESS
DEFINE/UNDERSTAND
Throughout each phase of the project, I ensured a thorough understanding of the purpose and goals of the build. This involved conducting field studies to gain insights into the needs and preferences of the target user groups. Stakeholder interviews, and requirements analysis shape the project direction.
RESEARCH
To inform the design phase, we conducted research, including a competitive analysis, design reviews, persona building, task analysis, journey mapping, and human-centered design. I also crafted user stories.
Market Analysis
User Journeys
DESIGN/BUILD/DEVELOP
I created a comprehensive sitemap, planned accommodations for accessibility, ADA/508 compliance, and multiple languages. I developed wireframes and high-resolution mockups that kept branding other necessary design considerations in the forefront.
Though not in the original scope, I designed with responsiveness in mind, which paid off when a client later requested a mobile version!
DELIVERY
Seamless design-to-development handoff is the bridge between vision and reality. It ensures that your meticulously crafted app screens are brought to life with precision. Clear communication, detailed documentation, and a shared understanding between designers and developers are paramount. A smooth handoff accelerates development, minimizes errors, and ultimately results in a polished, user-friendly app. It’s where design transforms into a tangible experience.
Patient Flow Screens
Caregiver Flow Screens
Administration Flow Screens
TESTING
Launching your app is just the beginning. Prompt implementation of testing and iterative improvements post-launch are keys to long-term success. User feedback and real-world usage reveal insights that can refine your app, enhance its performance, and ensure it stays relevant.
To ensure the app’s quality and usability, extensive testing was conducted. This included qualitative usability testing, limited user group outreach and accessibility evaluation, and benchmark testing.
Regular updates and a commitment to excellence make your app a trusted, evolving companion for your users. The journey doesn’t end at launch; it continues with each enhancement, delivering a continually improving user experience.
LISTEN/ITERATE/APPLY
LESSONS LEARNED
Empathy-Driven Impact
Empathy-Driven Impact:
Developing Waltr reinforced the transformative power of empathy-driven design. Witnessing families reunite virtually and hearing caregivers’ heartfelt stories reminded us that technology can be a vital tool for connection and support during challenging times.
Scalability & Design Systems
Building with expandability in mind was crucial. By establishing a robust design system early on, we seamlessly transitioned Waltr from a tablet-only experience to a fully functional mobile app—ensuring that the platform could grow alongside increasing user demand.
User-Centered Evolution
he project underscored the importance of continuous adaptation. Listening to user feedback allowed us to modify and refine the app to meet evolving needs, proving that a flexible, user-centered approach is key to long-term success.
PLUS
ORIGINAL AND REVISED WALTR APP LOGOS
WALTER APP WHITE PAPER
(select pages)