Research Overview
Transforming support for carers through collaboration and technology
2024
User Research
Co-creation Workshops
UI/UX Design
Web Development
Project
CarerEPS
In Hong Kong, over 1.12 million carers dedicate themselves to supporting elderly and disabled individuals, yet they face significant challenges such as isolation, burnout, and a lack of coordinated resources. This project documents the evolution of the CarerEPS platform from a basic information portal into a feature-rich digital hub that empowers carers and streamlines operations for NGOs.
Led by Baptist Oi Kwan Social Service (BOKSS) in collaboration with the PolyU Jockey Club Design Institute for Social Innovation’s “Operation SoInno” program, the initiative initially focused on creating a scalable and impactful platform. Over time, CarerEPS has grown to engage 15+ participating NGOs, which now actively contribute content, manage events, and provide resources. This transformation, documented between mid-2022 and 2024, highlights how collaborative design and technology can address critical caregiving gaps and build stronger support networks, fostering resilience within Hong Kong's caregiving ecosystem.
Introduction
Addressing the needs of Hong Kong’s unsung heroes
As Hong Kong’s population continues to age, carers face increasing pressures, including isolation, emotional exhaustion, and limited access to support. The new CarerEPS platform addresses these challenges by providing a centralized hub for carers to connect, access resources, and participate in events. Additionally, the platform offers a knowledge base of articles, serving as a repository for practical advice, mental health tips, and caregiving best practices.
Designed as a standalone solution, CarerEPS introduces advanced features like membership management, event coordination, and role-specific dashboards for NGOs to streamline operations. The platform fosters collaboration among 15+ participating NGOs, ensuring carers receive tailored support while facilitating knowledge sharing across organizations. Managed by a rotating secretariat, CarerEPS embodies how technology and collective effort can create a more inclusive and supportive caregiving ecosystem.
CarerEPS pLATFORM
Recognizing and supporting Hong Kong’s diverse carers
CarerEPS addresses the needs of more than seven distinct categories of carers including: Elderly Carers, Physically Disabled Carers, Intellectually Disabled Carers, Mental Disorder Persons Carers, Addiction Persons Carers, Special Educational Needs Carers, and Chronic Disease Persons Carers.
The platform aims to provide carers with a formal identity, raising public awareness about their vital contributions while helping to identify and support invisible carers within the community. By connecting carers to events, articles, discounts, and support networks, CarerEPS fosters a collaborative environment where carers and NGOs work together to build a more inclusive caregiving ecosystem.
DESIGN OBJECTIVES
Reimagining CarerEPS for a seamless and scalable experience
The redesign of CarerEPS focused on delivering a more personalized experience for carers, tailoring the platform to address the unique needs of distinct caregivers. By ensuring relevant resources and services are easily accessible, the platform enhances its value for users. It also simplifies user interfaces and incorporates role-specific dashboards for NGO staff, reducing administrative burdens and boosting operational efficiency.
A critical aim was fostering collaboration between carers, NGOs, and volunteers to improve service delivery and build a supportive community. These enhancements were designed with long-term scalability in mind, ensuring CarerEPS remains a sustainable and impactful resource for Hong Kong’s caregiving ecosystem.
The redesign of CarerEPS was deeply informed by insights gathered during collaborative workshops involving carers, and NGO representatives.
Conclusion
A model for community-centered innovation
The transformation of CarerEPS highlights the potential of digital platforms to enhance caregiving ecosystems. By integrating user-centered design and fostering collaboration among NGOs, the platform addresses gaps in carer support while building a sustainable, scalable model. This project demonstrates how technology can create meaningful connections, empower caregivers, and strengthen community resilience in Hong Kong and beyond.
Chapter List
Chapter 1
Project Background
Chapter 2
Stages of Product Development
Chapter 3
Project Development
Chapter 4
Design Principles
Chapter 5
Design Principles Implementation
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