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Luminary

Luminary, part of the family of products at Asurion

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Luminary

As a lead designer on Luminary I was responsible for the end-to-end design of custom OS tablet experiences designed for seniors as well as conversational UI designs on Facebook messenger.

Luminary is an experience designed to connect seniors and their family members digitally. Differences in how these age groups communicate leave a gap in how they share their lives with each other. The tablet experience is designed specifically for seniors, with large buttons, loud notifications, and speech-to-text capabilities. Other features include video calls, access to take photos, and the ability to listen to audiobooks and music. 

The other side of Luminary is designed for family members to send messages with a Facebook Messenger bot to increase communication with their senior. We also built an analytics platform to give family members insight into how their senior was using the tablet and to encourage other family members to interact with their senior.

 

Project 01 - Family Member Onboarding

 

QUOTES FROM USERS

I want to send him photos but I don’t understand what this messaging thing is.
— Family Member
I need help with this.
— Family Member
What’s Luminary?
— Family Member
 

01 Situation

The way new family members were being invited to connect with Luminary was confusing. The family admin could invite new family members to Luminary, but the new family members would only receive a text with a link to connect to our Luminary bot on Facebook Messenger, with no explanation about what Luminary is, what the bot does or how their senior was going to receive their messages.

02 Obstacles

Facebook Messenger provides prebuilt templates, which makes development fast but allows for less customization. Not everyone has Facebook or uses Facebook Messenger so not everyone invited could easily connect to the Facebook Messenger bot.

03 Action

I first did a competitive analysis of other onboarding bots on Facebook Messenger. Some of my favorites included Poncho and Apple Music. I then created deck to outline my research and included a quick user flow diagram and wireframe to explain my ideas with my team. From there I got feedback from my peers and did a few iterations on the copy. My KPI was to increase the number of users sending a photo within the first day of connecting from 60% to 90%.

04 Results

When we launched the new onboarding we had an increase  from 59.18% to 76.47% of users sending a photo within the first day of connecting. The next steps for this project were to follow up with our newly onboarded family members to see how their experience was and iterate based on their feedback.

 

What did I learn?

I learned how to brand a new product, build a custom tablet experience, and grow a pilot from 0 beta users to 50. I learned how to work in a journey team model that was KPI driven and agile. I also learned better ways to work alongside other designers on related projects, organize files and set up naming conventions. One of the biggest ways I grew during this project was learning how to build trust with my teammates to better give and receive feedback.

 
 

User flow

Wireframes

Mockup

The final scope of the project was minimized due to a week long time constraint between design and engineering.

 
 

Project 02 - Audiobooks

QUOTES FROM USERS

I think my Mom would love listening to audiobooks. She reads all the time but her eyesight is terrible.
— Family Member
I prefer reading a paperback book from my local library but I’ll give it a shot. Thanks!
— Senior
 

01 Situation

Our users started to ask for features for seniors to use while they weren't sending and receiving photos. One of the first projects was to test out audiobooks with a small cohort of our seniors. 

02 Obstacles

A large portion of our seniors still had great vision, so we weren't sure if audiobooks was the right test. The company we were doing the integration also with had specific content we needed to show including book information that was required by publishers. It was challenging trying to keep the UI clean and limited while meeting the publishers needs. The company also provided a huge list of books, but it was challenging finding books we thought seniors would like.

03 Action

I first did a competitive analysis of other audiobooks for seniors. There was one on the Google Play Store but someone had to load the books onto the app. I then created a basic user flow and wireframe to share with my team, iterated based on their feedback as well as my peers, and ran usability testing with a small cohort of seniors at a nearby senior home. 

04 Results

A lot of the initial feedback we received was that seniors really loved reading physical books even when their eyesight started to waver. The project is still going to be released to our small cohort of seniors for further testing. 

User Flow

Wireframes and UI Exploration

Mockups