Project Vision
Creating a value proposition for the Elderly population, making it part of the brand image for Samsung.
Samsung care is an inbuilt app in the Samsung phones that help Elderly population to troubleshoot with any phone feature related concerns. The help is resolved by an Avatar who simulates their kids/grandkids. It works in all languages, adding an emotional connect with their kids.
Kickoff
In Samsung Care design process, we gave first priority to our Qualitative research methods where we could interview a group of elders from varied demographic and physiographic groups.
Interview Questions Asked?
How is phone adding a value to you & your lifestyle?
An affinity clustering research model was followed to cluster the responses which was further understood from the value types.
How do you relate with the happy world?
An alternate worlds research model was followed to visualize and simulate the end user's happy world.
Preliminary Ideation & Research
We used affinity mapping to identify not only the general scope , but to decide which direction we wanted to take the product. This was a form of brainstorming during our kickoff period that proved to be very helpful in setting up the foundation for the rest of our process.
Affinity Clustering
Moving ahead with 2 selected clusters keeping the values in mind
User Personas and User Stories
2 of the extreme User personas were detailed. One who finds it extremely difficult to use the smart phone. And the other one was one who was open enough to use the technology / phone as far as it is serving their needs.
User Journey
Identifying the gaps in the user experience and finding opportunities to make it better.
Problem Statement
Elderly population needs an easy, adaptable technology to use the smartphone whilst connecting them with their family and friends with ease.
" How can Samsung cater to elderly needs to experience the happy world"
Value Addition - SAMSUNG
Customer Delight - An App that help elders connect with their kids
Elders often call their kids to get educated about multiple features in their phone. Unfortunately, Google Assistant could only let them know the steps to perform an action and does not tell them where they are currently located and how can they navigate/ reroute to the desired path.
Thus, introducing a new app/feature specially designed for elder needs and requirements, ensuring Customer Delight at its peak, a system introduced for daily assistance through the custom illustrations of their sons/daughters/grandsons /granddaughters.
The app could be built in such a way that it is able to extract the contact image and the voice from the given directory for the given person. It works in all language, adding an emotional connect with their kids.
