Background:
Digital products often face challenges in helping users understand their full functionality. Many users end up discovering only about 20% of an app’s features due to navigation issues and lack of discoverability. Ensuring that users can easily navigate and fully utilize an app is crucial, especially in healthcare, where accessibility and ease of use are important. Creating tutorials is an excellent opportunity to enhance the usability of a digital product.
This role in the CareMobi team allows me to contribute to making the app more intuitive and user-friendly, while also providing a valuable learning experience in improving digital product accessibility and user experience.
Design Process(SAM model)
Preparation Phase
From the beginning of the Caremobi app tutorial project, I engaged closely with Dr. Tina, the founder, and David, the product manager. These discussions were crucial for understanding the app’s unique features and the caregiving needs it addresses. Due to time constraints and confidentiality, direct user feedback was not available. Instead, I analyzed existing feedback provided by Dr. Tina, identifying key needs and challenges of our users, ranging from social workers to tech-averse seniors. This analysis guided our tutorial development, ensuring they were both informative and highly relevant to real-world user challenges.
Learner Analysis
Demographic:
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Caregivers, including social workers and senior individuals, some of whom may not be familiar with technology.
Challenges:
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Limited technological literacy among some user groups, especially senior caregivers.
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Need simple, concise learning materials
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Often busy with caregiving duties, have limited time and energy to invest in learning.
Learning Goals:
Goal:
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Ensure that learners can navigate the functionality of the Caremobi app confidently and efficiently.
Objective:
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By the end of the module, users should be able to create the care team, invite new members, navigate to different sections, and input the data, etc according to their needs.
Iterative Design Phase
After conducting the need assessment, I integrated the adult learning principle and decided to create short and effective series of tutorials for the product.
Strategic Content Organization:
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Content Division: Recognizing the diverse technological proficiency among users, I divided the app’s functionality into three distinct sections, each focusing on a specific aspect of the app. This organization helps users easily locate and digest information relevant to their needs.
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Modular Tutorials: Within each section, I created multiple short tutorials. Each tutorial is designed to be standalone, with specific, achievable objectives clearly stated at the beginning. This modular approach helps prevent cognitive overload and allows users to learn at their own pace(Cognitivism theory).
Detailed Development Process:
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Visual Instructional Design: To enhance user understanding and retention, I took detailed screenshots as I navigated through each app feature. These screenshots serve as the foundation for the visual aids used in the tutorials.
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Visual Markers: To guide users effectively and ensure they do not get lost, I incorporated visual cues such as circles and arrows into the screenshots according to the multimedia learning principle. These markers highlight critical steps and navigation paths within the app.
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Video Editing: While editing the video tutorials, I consistently focused on the users' pain points to ensure the tutorials are straightforward and engaging. This involved adjusting pacing, emphasizing key features through zoom and highlight techniques, and ensuring that each step is clear and easy to follow.
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Scriptwriting for Voiceovers: For each tutorial, I wrote a concise and informative script. These scripts were crafted to align with the visual content, providing clear and direct narration that enhances the learning experience without overwhelming the viewer. Also, it provide an option for different learning preference and accessibility according to UDL guidline.
Feedback Loops
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Engaging with Stakeholders and Users: During the development of our Caremobi app tutorials, it was crucial for me to ensure that what we were creating truly met the needs of our users. To achieve this, I established a continuous loop of feedback with both stakeholders and potential users right from the early stages of our prototypes via Check-in meetings and interviews.
Implementation & Evaluation
Launching the Tutorials:
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I coordinated the launch of our Caremobi app tutorials on the official product website, ensuring they were seamlessly integrated and easily accessible. I maintained close communication with Tina and David throughout this process.
Evaluation:
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We were pleased to receive a lot of positive feedback from our real users, which affirmed the value of our work. We also encouraged and looked forward to receiving constructive feedback for continuous improvement, demonstrating our commitment to refining and enhancing the tutorials based on user experiences.