Elsa Sinuhaji
RABBIT
Enhancing communication and connection for older adults
Rabbit is a tablet-based app for older adults, simplifying communication with loved ones while addressing challenges like hearing loss and memory lapses.
THE TEAM
MY ROLE
Experience design
Interface design
UX Research
TOOLS USED
Protopie
Figma
Adobe Creative Suite
TIMELINE + CONTEXT
2023 — 3 Weeks
Academic
1. FRAMING THE PROBLEM
✲ Project Context
A couple of years ago, my grandmother traded her trusty Nokia flip phone for a shiny Samsung smartphone. My family was thrilled— finally, we thought, she could video call us with WhatsApp, show us her newly built garden, and feel closer despite the miles between us. But our excitement quickly turned to disappointment. The app's confusing design, overwhelming features, and lack of guidance left her frustrated and struggling to connect. Instead of bringing her closer, the new technology became an unexpected obstacle.
She's not alone. A 2022 study by Sixsmith et al. found that while older adults are increasingly adopting smart devices to stay connected, many face significant challenges with complex communication apps. Overwhelming interfaces, confusing onboarding processes, and difficulty choosing the right platform often hinder their ability to embrace digital tools fully. These struggles highlight an urgent need for more intuitive, accessible solutions that help older adults connect with their loved ones without frustration.
✲ Narrowing Down The User
Building on this finding, we conducted interviews with older adults (70+) in an independent living community to delve deeper into the issue and uncovered three distinct technology user segments. Some older adults integrated technology easily, others were motivated to overcome barriers, while a third group felt intimidated and avoided it. We saw an opportunity to empower this last group by designing a targeted intervention to overcome these barriers and improve their experience. These users are motivated by social interaction, independence, and tech familiarity but struggle with hearing on calls, unclear support, changing features, and feeling overwhelmed by communication apps.
✲ Problem Insights
From further discussion with this user group, we uncovered 3 main insights that shaped our design narrative:
INSIGHT 1
For older adults, using communication apps for the first time can be overwhelming, especially without in-person support.
INSIGHT 2
The onboarding and troubleshooting processes of many communication apps are often unclear and frustrating for older users.
INSIGHT 3
With many communication apps offering similar functions, older adults struggle to choose the right one and understand how to navigate it effectively.
✲ The Driving Question
How might we support older adults, who often feel intimidated by technology, in building confidence and gaining digital skills when communicating online, in order to help them feel more connected and capable in the digital world?
2. HOW WE BUILT THIS
✲ Key Challenges
At times, designing for an unfamiliar demographic of older adults proved quite a challenge. We had to invest considerable time and effort in outreach to engage with participants. We also had to stay conscious of our own assumptions throughout the process, ensuring they didn’t influence the design in ways that could overlook the users' true needs. To keep the design as objective as possible, we relied on secondary research to guide my decisions, which were then validated through primary research.
✲ Experience Design Principles
I introduced core design principles that informed both the user experience and visual design. To ensure a robust and user-centred solution, we conducted usability tests with our target audience at every iteration.
OFFER GUIDANCE
For older adults, using communication apps for the first time can be overwhelming, especially without in-person support.
ENGAGE MULTIPLE SENSES
By stimulating multiple senses, we help improve communication for older adults with challenges in hearing, sight, or memory
CREATE MOMENTS OF JOY
With many communication apps offering similar functions, older adults struggle to choose the right one and understand how to navigate it effectively.
3. INTRODUCING RABBIT
✲ Core Interaction Patterns
As lead experience designer, I recognized the importance of Jakob's Law in helping users navigate our interface effortlessly by using simple, familiar interaction patterns and user managing expectations.
TAP TO DIG DEEPER
Rabbit simplifies navigation with tap-to-reveal interactions, presenting one piece of information at a time to prevent overwhelm. These intuitive interaction patterns guide users step-by-step, fostering confidence and encouraging exploration.
SWIPE TO REVEAL CONTENT
By incorporating swipe-to-preview interactions, the design simplifies navigation and reduces cognitive load. This intuitive interaction pattern prioritizes imagery over text, making content easier to understand and improving accessibility.
✲ Starting a video call
✲ In-call support
✲ Tips + RabbitChat
✲ Visual Design System
As Rabbit's interface designer, I rooted the visuals with research by Farage et al. (2012) on designing for older adults. To enhance legibility, I selected the sans-serif fonts Apfel Grotezk and Satoshi, chosen for their balance of rounded shapes for warmth and sharp angles for clarity. High-contrast colours and distinct shapes were systematically applied to address visual impairments and ensure intuitive navigation. These research-driven principles formed the foundation of a consistent and inclusive design system, tailored to meet the needs of aging users.
4. REFLECTION
✲ Moving Forward
This project was supported through strong secondary and primary research. However, as the interface designer, I feel I could have made more educated choices on Rabbit's visual branding. Some elements, such as the colour or illustration, were influenced by my own motivations rather than our user's. Despite this, I’m proud of the final solution, especially the depth of research and the effectiveness of our prototype in addressing the challenges faced.