This project supports Night Owl Support Systems (NOSS) in developing an internal system to care for their customers with IDD. NOSS offers remote support services aimed at helping individuals with disabilities achieve greater independence. The new design system facilitates video calls with clients and enables quick, customized message check-ins.
I was responsible for designing the UI of the new internal system, understanding the needs of NOSS staff, and creating a prototype for the NOSS-side user interface. I also collaborated with developers to refine the design and created a presentation to introduce the prototype
NOSS aimed to develop its own remote care system with features like video calls and customizable check-in messages. Previously, they relied on external tools like Zoom, but as a healthcare provider, they needed a dedicated system to manage and document client interactions securely. I joined the project midway, working with an initial prototype provided by the developers
To better understand their needs, I reviewed their website to observe how they interact with customers in videos and had meetings with them to learn their stories. Here are the key requirements for the design:
Take Notes During Calling
Staff needs a space to take notes during calls or edit them afterward.
Customized Message
Staff wants to send messages with 4 pre-set reply options to make it easier for clients to respond.
Message Library
Messages should be reusable, like sending a daily "How are you?" check-in.
Photo Feature
The app will be user-friendly for residents or family members, allowing them to tap on a family member's photo or the NOSS logo to contact.
Block Users
A feature to block clients is necessary for cases where calls are too frequent, though this is a rare occurrence.
When designing the user interface, I focused on three key aspects. First, I explored common UI patterns for video calls in healthcare to ensure familiarity and usability. Second, I analyzed possible scenarios in staff workflows, such as sending messages and making video calls, to align the design with their needs. Lastly, I identified the essential personal information staff require during calls or when reporting to a client’s family, ensuring that critical details are easily accessible.
To improve usability and ensure a consistent user experience, I designed the interface with a familiar layout inspired by industry standards, such as Zoom. This included a top menu bar, a left contact list, and right-side notifications, allowing users to navigate the system with ease. Additionally, I replaced jargon with simpler, more intuitive terms to enhance clarity and accessibility.
I designed custom icons for specific functions. While these icons may be uncommon, I believe they are the right fit to help users recognize and operate the system more efficiently.
