Overview

Building a Holistic Platform to Enhance Caregivers' Well-Being, Support, and Sense of Community

2024
User Research
Co-creation Workshops
UI/UX Design
Web Development

Client
Jockey Club Design Institute for Social Innovation

Program Beneficiaries
Baptist Oi Kwan Social Service & Other NGOs

CarerEPS is a groundbreaking platform, supported by 13 NGOs (and growing), dedicated to enhancing the well-being of caregivers across Hong Kong. We provide an all-in-one solution tailored to their needs, offering essential information, educational resources, exclusive merchant discounts, and access to community events organized by local NGOs. Through this comprehensive approach, CarerEPS fosters a sense of belonging, encouraging caregivers to share experiences and build a supportive, close-knit community.

A key feature of the platform is the "CarerEPS" card, introduced in partnership with participating NGOs. This card not only formally recognizes caregivers but also serves as a critical resource in emergencies. In urgent situations, paramedics can quickly contact the relevant NGOs, ensuring fast and effective support for caregivers and their families.

CarerEPS aims to raise awareness and recognition for the vital role caregivers play within the community. By creating a caregiver-friendly environment, we provide the tools, resources, and connections needed to help them thrive.

Partnering NGOs

Partnering with NGOs to create a platform that truly meets the diverse needs of caregivers

To ensure the CarerEPS platform serves the broad spectrum of caregivers in our community, 13 NGOs joined the initiative from its inception. Their involvement was critical in shaping a solution that truly addresses the diverse challenges and needs of caregivers.

Throughout the platform’s development, we conducted in-depth interviews and participated in numerous workshops with these NGOs to gain valuable insights. This collaborative approach helped us understand the unique objectives and requirements of each organization, ensuring that every feature we implemented was purposeful and beneficial to the entire caregiver community.

By aligning with the goals of our NGO partners, we’ve created a platform that not only offers practical solutions but also fosters a sense of unity and shared purpose within the caregiving community.

The Challenge

Empowering caregivers: breaking isolation and building a support network

Currently, no single platform unites the diverse expertise of various NGOs to address the specific needs of caregivers. This gap leaves many carers feeling unsupported and overwhelmed.

Through multiple workshops with caregivers, a recurring challenge emerged: the difficulty in finding the right resources, compounded by the constant struggle to prioritize self-care. This ongoing issue often leads to feelings of isolation and unhappiness, leaving caregivers without the support they need.

Our challenge was clear: how can we create a solution that not only provides easy access to resources but also fosters a sense of community and well-being for caregivers? CarerEPS aims to be that solution—a beacon of support and empowerment for every caregiver.

Key features

Carer Quiz

CarerEPS Website

A quick and simple quiz to identify caregiver types

The platform offers an intuitive quiz that helps caregivers better understand their caregiving role. Based on the results, users are directed to tailored content specific to their caregiver type, ensuring they receive the most relevant information, resources, and support for their unique situation.

View Customized Contents

CarerEPS Website

Access to personalized content tailored for each caregiver

Caregivers receive curated content based on their specific profile, ensuring they gain access to the most relevant information, resources, and opportunities. This personalized approach helps caregivers find valuable content that directly addresses their needs, from practical advice to specialized support.

Special Offers & Discounts

CarerEPS Website

Showcasing offers and discounts effectively

The offers and discounts section of the website is designed to be clear and visually appealing. Each offer is presented with concise descriptions, detailing the discount amount, terms and conditions, expiration dates, and any restrictions. A map view highlights all participating establishments, making it easy for caregivers to locate nearby offers.

Live Preview

Admin Backend

Empowering staff with a flexible design block system

The platform’s backend is built around a modular design block system, giving staff the flexibility to create and customize content with ease. This system allows users to assemble content using pre-defined design blocks, ensuring consistency in layout and style. With this approach, staff can quickly build visually engaging pages without needing to start from scratch, maintaining design integrity and saving time on repetitive tasks.

User Workshops

Understanding the pain points of all stakeholders

The insights gathered from our user engagement workshops provided us with a comprehensive understanding of the challenges faced by all stakeholders. These workshops were essential in evaluating how each feature of the platform can be designed to optimize the user journey, ensuring it remains intuitive, efficient, and easy to maintain with ongoing updates.

Merchant

We identified the need to simplify the process for merchants to offer exclusive discounts to members. The platform was designed to facilitate smooth information updates, making it easier for NGOs to manage merchant offers and keep them relevant for caregivers.

Carer

For caregivers, the focus was on streamlining the search and registration process for relevant events and discounts. The platform ensures a seamless experience, allowing caregivers to quickly access the resources they need without unnecessary complexity.

NGO

NGOs needed a straightforward system to post events and manage caregiver registrations efficiently. The platform’s tools allow NGOs to update event information, track participation, and manage registrations with ease.

Site Architecture

Creating a coherent and intuitive structure, enabling users to locate and process information efficiently

The design of the CarerEPS site architecture was guided by one core principle: simplicity with purpose. We aimed to build a structure that allows users—whether caregivers, or NGOs,—to easily find and process information with minimal friction.

The process of defining the architecture involved understanding the needs of each stakeholder, from caregivers looking for quick access to resources and events, to NGOs managing offers and caregiver registration.

User Flow & Wireframes

Designing an intuitive user flow for seamless navigation

For CarerEPS, we developed multiple iterations of wireframes for both the frontend and backend, focusing on creating a user experience that feels effortless and intuitive. Each wireframe was designed to guide users—whether caregivers, or NGOs—through their interactions on the platform in a logical sequence, ensuring that every action, from discovering resources to managing content, was smooth and straightforward.

By refining these wireframes based on stakeholder feedback, we ensured that users can move efficiently through the platform, minimizing friction and enhancing usability. Each step of the journey was carefully considered, whether users are browsing content, registering for events, or updating offers, allowing them to reach their goals with minimal effort.

Platform Manuals

Providing step-by-step guides and intuitive instructions to ensure seamless navigation and full platform utilization

We developed a thorough and detailed operation manual for each user role—Super Admins, Organization Admins, and Organization Staff. These role-specific guides provide clear, step-by-step instructions on how to leverage the platform’s full potential. From setting up accounts and managing users to creating events and navigating the approval system, each manual is designed to minimize learning curves and streamline platform interactions.

By tailoring these guides to the unique responsibilities and workflows of each role, we’ve ensured that users can navigate the platform with confidence and efficiency, regardless of their technical proficiency. The manuals cover every aspect of platform operations, from the most basic tasks to more complex administrative functions, acting as a reliable resource that empowers users to fully utilize the platform’s features.

Documenting the journey

A comprehensive research report from concept to execution

As part of the CarerEPS project, we compiled a detailed research report that captures the entire process, from initial research and stakeholder engagement to final execution. This publication serves as both a retrospective and a valuable resource for others looking to understand the methodologies and decisions behind the platform's development.

The report provides an in-depth look at each phase of the project, including user research, design iterations, development strategies, and key learnings.

READ REPORT →

Note on the usage of AI

Some images on this website and our Instagram account are generated using AI technologies. We use these advanced technologies to support our existing services, enhance narrative and storytelling, and improve the client experience. We believe that generative AI has a valuable place in modern creativity, but it is crucial to ensure that these technologies do not exploit artists' work without explicit permission. We are committed to ethical practices in all aspects of our business, including the use of AI.