01
Introduction
Client information
Project Overview
Who is CareWell Aged Services?
CareWell Aged Services has been a trusted name in aged care for over 15 years, delivering high-quality services across Brisbane, Queensland.
Company Name
CareWell Aged Services
Location
Ascot, Brisbane, Queensland
Number of Employees
250+
Duration
2 Weeks
With a strong commitment to compassionate and personalized care, the company offers a wide range of solutions, including in-home support, assisted living, and specialized health programs tailored to the needs of elderly individuals. By continuously innovating and adapting to the evolving healthcare landscape, CareWell aims to enhance the quality of life for seniors while providing peace of mind to their families and caregivers. Established over 15 years ago, the company has built a strong reputation for compassionate care, offering a range of services such as in-home care, assisted living, and specialized health programs tailored to the elderly population.
Muhammad
UI/UX Designer
Why is UX/UI Important for CareWell?
With an aging population and increasing demand for digital healthcare solutions, CareWell recognized the need to enhance its online platform to better serve its users. Their existing website and digital tools were outdated, making it difficult for seniors and their families to find information, book appointments, and trust the process. The company wanted a complete UX/UI overhaul to improve accessibility, streamline caregiver coordination, and build trust through a user-friendly digital experience.
02
Research & Strategy
Target Audience
User Persona
Decision Making
Caregiver Workload & Burnout Study
Digital Literacy & Tech Comfort for Elderly Users
Competitor Gap Analysis
Who is CareWell Aged Services?
Understanding
The Audience Was
critical to designing an intuitive
And effective platform.
I focused on their digital literacy, accessibility needs, and expectations to ensure the platform was user-friendly for seniors, transparent for caregivers, and efficient for administrators. CareWell’s services cater to a diverse group of users, each with unique needs and expectations.
Primary Users
Elderly individuals (65+) who rely on aged care services for daily support and independence.
Primary Users
Elderly individuals (65+) who rely on aged care services for daily support and independence.
Decision-Makers
Family members, caregivers, and healthcare professionals who oversee and manage care for elderly loved ones.
Business Users
Internal staff, administrators, and caregivers who coordinate care services, schedule visits, and ensure compliance with industry regulations.
Each audience required a tailored experience, so I ensured ease of use, transparency, and efficiency in managing aged care services. For elderly users, we prioritized clear navigation, large fonts, and voice-assisted options to enhance accessibility. For decision-makers like caregivers and family members, we implemented real-time updates, streamlined booking processes, and secure communication tools. Business users benefited from automated scheduling, performance tracking, and a centralized management dashboard to improve operational efficiency.
Business Users
- 1.482+ elderly individuals rely on CareWell’s services.
- 238+ caregivers and staff actively use the system daily.
- 15% annual growth in new patient enrollments, indicating rising demand.
Devices Used
- 55% Mobile (smartphones, tablets)
- 35% Desktop
- 10% Assistive devices (screen readers, voice assistants)
User Persona
To create a user-centric design, I developed three detailed user personas, representing the key groups interacting with the platform. Each persona highlights their background, technological familiarity, pain points, goals, and needs.
Goals
- Wants a streamlined way to arrange her father’s care with real-time updates.
- Needs an easy-to-use dashboard for managing multiple services in one place.
Primary User
Dianne
[76, Retired Teacher]
Dianne is a retired high school teacher who has lived in Brisbane his entire life. she enjoys reading and staying active, but she recently began experiencing mobility issues and mild memory loss. While she values his independence, she needs occasional assistance with daily activities and healthcare management.
Familiarity with Technology
Moderate
Uses a smartphone for emails and browsing but struggles with complex apps.
Pain Points
- Finds online booking systems confusing.
- Struggles with small text and cluttered layouts.
- Difficulty navigating information about available services.
Needs
- A website that is accessible and easy to use.
- Personalized recommendations for services based on his needs.
- A straightforward way to book and manage appointments.
Goals
- Wants a streamlined way to arrange her father’s care with real-time updates.
- Needs an easy-to-use dashboard for managing multiple services in one place.
Decision-Maker
Sarah Mitchell
[45, Daughter & Caregiver]
Sarah is a busy marketing manager and mother of two, juggling her career while ensuring her father receives proper care. She needs a digital platform that simplifies communication, scheduling, and trust-building.
Familiarity with Technology
Hight
Comfortable using online booking systems, mobile apps, and digital tools.
Pain Points
- Frustrated by a lack of transparency in caregiver availability.
- Slow responses when requesting updates or scheduling changes.
- Difficulty managing appointments across multiple platforms.
Needs
- A centralized platform for booking, tracking, and managing appointments.
- Secure and transparent communication with caregivers.
- A mobile-friendly interface for managing care on the go.
Goals
- Needs an intuitive dashboard for scheduling caregivers and managing patient care more effectively.
- Wants automated reporting and tracking features for compliance management.
Business User
Mark Stevens
[52, Aged Care Manager]
Mark is an experienced aged care manager overseeing multiple facilities. His role involves staff scheduling, compliance tracking, and ensuring efficient care delivery.
Familiarity with Technology
Moderate
Uses digital management systems but prefers user-friendly interfaces.
Pain Points
- Struggles with inefficient team coordination.
- Outdated software slowing down operations.
- Difficulty tracking caregiver performance and compliance.
Needs
- A centralized admin panel for scheduling and monitoring staff performance.
- Automated notifications for caregivers and patients.
- Performance analytics for data-driven decision-making.
Decision-Making Journey of Elderly Care Services
How do families and elderly individuals decide on aged care services?
Average
Decision-Making
Timeline
7
Weeks
- From Awareness
- Consideration
- Final Decision
47
%
of families experience guilt when choosing external care, fearing they are "abandoning" their elderly loved ones.
62
%
of elderly individuals initially refuse care, but 75% change their minds after the first trial visit.
Psychological Barriers & Motivators
- Factor
- Barriers
- Motivators
Hiden Insight
80
%
of care decisions are made by daughters or daughters-in-law, indicating a gender bias in caregiving responsibilities.
35
%
of families consult a doctor before finalizing their care decision.
Caregiver Workload & Burnout Study
What Are the working conditions and challenges faced by caregivers?
Workload Analysis
52
%
of caregivers work over 45 hours per week.
68
%
handle elderly individuals with complex medical conditions (dementia, Alzheimer’s, mobility limitations).
42
%
report being expected to perform additional household tasks beyond their official duties.
27
%
have experienced microaggressions from patients or their families.
Causes of Caregiver Burnout
63
%
Lack of Emotional Support
59
%
Inconsistent Working Hours
48
%
Inconsistent Working Hours
66
%
Salary Not Matching Workload
29
%
Fear of Harassment or Abuse from Patients
Digital Literacy & Tech Comfort for Elderly Users
How Prepared Are Elderly Individuals To Use A Digital Care Platform?
Elderly Users’ Ability to Use Technology
Competitor Gap Analysis
Why CareWell Stands Out?
CareWell
Competitor A
Competitor B
Personalized care
Choose your caregiver
Random assignment
Only for premium services
Transparent pricing
Costs clearly displayed
Must request consultation
Hidden fees
Family access to updates
Real-time tracking
Must call admin
But only via email
Response time
24/7 support
But only on weekdays
Limited working hours
03
UX Architectures
Key Features Implemented
Sitemap Overview
System Architecture
Wireframes
Key Features Implemented
To address these challenges , I introduced key features to improve the overall user experience.
01
Simplified Booking System
One-click appointment scheduling for ease of use.
02
Personalized Care Plans
A tailored dashboard with clear service details.
03
Live Chat & Emergency Support
Quick access to assistance for urgent needs.
04
Caregiver Tracking
Real-time updates on caregiver availability and visits.
05
Accessible UI Design
Large fonts, high contrast, and voice-assisted navigation.
Sitemap Overview
A structured sitemap ensured easy navigation across all essential pages.
System Architecture
how End Users (Elderly & Families), Caregivers, and Admins connect.
Wireframes
Low-fidelity of user interface for concept validation with super fast and low risk.
04
Design Systems
Typography
Colour systems
components
Typography
Typeface
Circular Std
ABCDEFGHIJKLMNOPQRSTUVWXYZ
abcdefghijklmnopqrstuvwxyz
0123456789
!@#$%^&*()
Light
a
Book
a
Bold
a
Colour Systems
The CareWell color system embodies warmth, trust, and accessibility. Coral Red serves as the primary brand color, conveying energy and care, while Sunset Orange adds a welcoming, uplifting touch. These two blend seamlessly into a dynamic gradient, symbolizing compassion and seamless support. Almost Black provides strong contrast for readability, ensuring clarity, while White maintains a clean, open feel. Together, these colors create a balanced, user-friendly experience tailored to elderly users and caregivers.
COLOR RED
HEX
RGB
CMYK
#FD3B3F
(253, 59, 63)
(0, 77, 75, 1)
ALMOST BLACK
HEX
RGB
CMYK
#222222
(34, 34, 34)
(0, 0, 0, 87)
SUNSET ORANGE
HEX
RGB
CMYK
#FDA268
(253, 162, 104)
(0, 36, 59, 1)
WHITE
HEX
RGB
CMYK
#FFFFFF
(255, 255, 255)
(0, 0, 0, 0)
Components
A structured, accessible,
and scalable design system
tailored for elderly-friendly
digital experiences.
CareWell’s design system components ensures consistency across all interfaces, with clear typography, high-contrast color schemes, and intuitive components. Built for clarity and ease of use, it enhances accessibility, fosters trust, and simplifies interactions for both seniors and caregivers.
05
Elderly Solutions
Solution We Provided
Hi-fi Mockup
Results & Impact
Solution We Provided
My UX/UI design approach focused on transforming the CareWell platform into a seamless , user-friendly experience.
I enhanced accessibility with large fonts, high-contrast visuals, and voice navigation for elderly users. Intuitive dashboards and real-time updates streamlined caregiver coordination, while performance tracking and automated scheduling improved efficiency for administrators.
User Research & UX Strategy
I conducted usability tests with elderly individuals to ensure accessibility best practices were met.
UI
Redesign
I implemented a clean, simple, and visually appealing design.
Mobile Optimization
I ensured full responsiveness for seamless use on phones & Tablets.
Performance Enhancements
I optimized speed and reliability for a smoother experience.
Trust-Building Features
I added detailed caregiver profiles, user testimonials, and live customer support.
Hi-Fi Mockup Design
End User Dashboard
Making Elderly Care Easy for Seniors & Their Loved Ones.
(Elderly & Decision Maker)
Business Users
Powerful Admin Solutions for Seamless Elderly Support
Results & Impact
Measuring the effectiveness of My redesign through key performance indicators
Based on Usability Testing.
30
%
increase in appointment bookings within three months.
49
%
decrease in missed appointments due to improved automated appointment reminders via SMS, email, and in-app notifications, ensuring users never miss their scheduled care sessions.
24
%
User satisfaction score rose from 68% to 92%.
76
%
Enhanced trust and engagement, leading to business growth.
Do you have any project?
Feel Free to Contact Me
Muhammad Al Mahdi
My journey began as a Front-End Developer after earning my degree in IT, where I had the opportunity to explore the world of graphics and animation with my team. That passion naturally led me to UI design, and soon after, I immersed myself in UX. To deepen my expertise, I pursued a Master’s in Interaction Design, focusing on UX/UI—shaping the career I love today.
- Brisbane, Australia
- Lombok, Indonesia
