CONNECTED
Senior Care
UX Research
Service Design
Overview
Cities
03
Participants
145
Completion Time
4 Weeks
For
Antara
IN
CARE
01
02
03
Discover & Prioritise
- Conducted 1:1 in-depth interviews with seniors to explore daily routines, pain points, coping mechanisms, and unmet needs.
- Used 15 initial propositions as conversation starters, allowing seniors to organically identify their top three concern areas.
- Collaborated with business teams to shortlist seven scalable and high-impact propositions.
Deep Dive Research
- In-depth interviews on the 7 refined propositions.
- Open-ended questionnaire + flashcards to discuss problems, hypotheses, and possible solutions.
- Explored caregiver perspectives on feasibility, trust, and integration into daily routines.
Condition Based FGDs
- Focus on specific health conditions (e.g., diabetes, hypertension, arthritis).
- Investigated how seniors currently manage these conditions (self, caregiver, medical support).
- Tested propositions around best modes of external support, WhatsApp guidance, home visits, hospital escorts, and missing market products.
01.
UX Research
Key Insights
Customer Quotes
Proposition 01 (Companion for daily activities): "This would be a win-win because the super seniors would get the freedom to get out of the house and visit places/relatives whenever they wished, instead of having to relying on us."
Proposition 02 (Groups & Communities):"Our experience should be utilised. Maybe we dont know technology like you younger people but we have expertise to share.”
- Preference for flexible, condition-specific careSeniors want tailored solutions that fit into existing habits
- Trust is relationship-basedRecommendations from peers, known doctors, or trusted caregivers outweigh advertising
- Phygital support beats purely digitalMany prefer a mix of virtual check-ins and occasional in-person visits.
- Guidance + product pairing drives adoptionEducation on why/how to use a product is as important as the product itself
- Family reassurance is a major driverServices that keep family members informed increase willingness to try
02.
Persona Design & Journey Mapping
To move ahead, we designed a persona that reflected a large segment of our target audience. We mapped Vidya’s journey, illustrating each step of her experience, from the ideal happy flow to potential friction points to guide service improvements.
Vidya
60Yrs
Profile: Retired teacher, lives with husband, managing osteoarthritis
Goals: Stay active, avoid hospital visits, maintain independence
Challenges: Flare-ups, complex medication schedule, social isolation
Tech Comfort: Uses WhatsApp daily, avoids complex apps
Vidya’s Purchase Journey
03.
Service Blueprint
04.
Impact & Deliverables
The project turned insights into a service design framework that powered Antara’s phygital care model: supporting seniors with empathy, accessibility, and trust.
IN
CARE
Service Design
UX Research
Senior Care
CONNECTED
Overview
A connected care platform supporting seniors’ health and independence with empathy and ease.
Cities
03
Participants
145
For
Antara
01.
UX Research
01
02
03
Discover& Prioritise
- Conducted 1:1 in-depth interviews with seniors to explore daily routines, pain points, coping mechanisms, and unmet needs.
- Used 15 initial propositions as conversation starters, allowing seniors to organically identify their top three concern areas.
- Collaborated with business teams to shortlist seven scalable and high-impact propositions.
Deep DiveResearch
- In-depth interviews on the 7 refined propositions.
- Open-ended questionnaire + flashcards to discuss problems, hypotheses, and possible solutions.
- Explored caregiver perspectives on feasibility, trust, and integration into daily routines.
Conditionbased FGDs
- Focus on specific health conditions (e.g., diabetes, hypertension, arthritis).
- Investigated how seniors currently manage these conditions (self, caregiver, medical support).
- Tested propositions around best modes of external support, WhatsApp guidance, home visits, hospital escorts, and missing market products.
Key Insights
Proposition 01 (Companion for daily activities): "This would be a win-win because the super seniors would get the freedom to get out of the house and visit places/relatives whenever they wished, instead of having to relying on us."
Proposition 02 (Groups & Communities):"Our experience should be utilised. Maybe we dont know technology like you younger people but we have expertise to share.”
Customer Quotes
02.
Persona Design & Journey Mapping
To move ahead, we designed a persona that reflected a large segment of our target audience. We mapped Vidya’s journey, illustrating each step of her experience, from the ideal happy flow to potential friction points to guide service improvements.
60Yrs
Vidya
Profile: Retired teacher, lives with husband, managing osteoarthritis
Goals: Stay active, avoid hospital visits, maintain independence
Challenges: Flare-ups, complex medication schedule, social isolation
Tech Comfort: Uses WhatsApp daily, avoids complex apps
Vidya’s Purchase Journey
03.
Service Blueprint
04.
Impact & Deliverables
The project turned insights into a service design framework that powered Antara’s phygital care model: supporting seniors with empathy, accessibility, and trust.
IN
CARE
UX Research
Senior Care
Service Design
CONNECTED
Overview
A connected care platform supporting seniors’ health and independence with empathy and ease.
Cities
03
Participants
145
Completion Time
4
weeks
For
Antara
01.
UX Research
01
02
03
Discover& Prioritise
- Conducted 1:1 in-depth interviews with seniors to explore daily routines, pain points, coping mechanisms, and unmet needs.
- Used 15 initial propositions as conversation starters, allowing seniors to organically identify their top three concern areas.
- Collaborated with business teams to shortlist seven scalable and high-impact propositions.
Deep DiveResearch
- In-depth interviews on the 7 refined propositions.
- Open-ended questionnaire + flashcards to discuss problems, hypotheses, and possible solutions.
- Explored caregiver perspectives on feasibility, trust, and integration into daily routines.
Conditionbased FGDs
- Focus on specific health conditions (e.g., diabetes, hypertension, arthritis).
- Investigated how seniors currently manage these conditions (self, caregiver, medical support).
- Tested propositions around best modes of external support, WhatsApp guidance, home visits, hospital escorts, and missing market products.
Key Insights
- Family reassurance is a major driverServices that keep family members informed increase willingness to try
- Trust is relationship-basedRecommendations from peers, known doctors, or trusted caregivers outweigh advertising
- Preference for flexible, condition-specific careSeniors want tailored solutions that fit into existing habits
- Guidance + product pairing drives adoptionEducation on why/how to use a product is as important as the product itself
- Family reassurance is a major driverServices that keep family members informed increase willingness to try
Customer Quotes
Proposition 01 (Companion for daily activities): "This would be a win-win because the super seniors would get the freedom to get out of the house and visit places/relatives whenever they wished, instead of having to relying on us."
Proposition 02 (Groups & Communities):"Our experience should be utilised. Maybe we dont know technology like you younger people but we have expertise to share.”
02.
Persona Design & Journey Mapping
To move ahead, we designed a persona that reflected a large segment of our target audience. We mapped Vidya’s journey, illustrating each step of her experience, from the ideal happy flow to potential friction points to guide service improvements.
Vidya
60Yrs
Profile: Retired teacher, lives with husband, managing osteoarthritis
Goals: Stay active, avoid hospital visits, maintain independence
Challenges: Flare-ups, complex medication schedule, social isolation
Tech Comfort: Uses WhatsApp daily, avoids complex apps
Vidya’s Purchase Journey
03.
Service Blueprint
04.
Impact & Deliverables
The project turned insights into a service design framework that powered Antara’s phygital care model: supporting seniors with empathy, accessibility, and trust.
