Refining the Intake Experience for Aging Services

Council on Aging of Southwestern Ohio (COA)

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This project aimed to support the Council on Aging of Southwestern Ohio (COA) in accelerating its digital transformation in preparation for the coming aging boom. It focused on refining the service intake process through strategic planning, a service-level audit, and touchpoint-level improvements to the website.

In my role as a Design Research Fellow, I structured the overall design research plan, led a team of three Co-op designers in conducting service audits, user interviews, and field observations, and developed the website prototype.
Category

Service Design

Client
Team

Live Well Collaborative

Timeline

2022.05-2023.04

Objectives

Intake service refinement

Through the previous collaboration with Live Well, COA leadership has already identified the coming aging trend. To prepare for this, COA decided to start with its front-door department to streamline its intake service and explore online intake options. The project includes 3 objectives:

Understand how COA clients (Older Adults) navigate its website
Audit COA's current intake experience
Website refinement plan for online navigation

Outcome

A Comprehensive Service Audit + Strategic Planning

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