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. PROJECT OVERVIEW
✲ 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 cluttered interface, small buttons, and lack of clear guidance left her struggling to navigate basic tasks. Between the tiny text, hard-to-press icons, and a flood of unfamiliar features, what was meant to bring her closer became an unexpected barrier.
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. Confusing interfaces, memory-demanding onboarding processes, and physical barriers — like difficulty handling touchscreens or hearing audio prompts — 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.
“And many seniors who are older, less affluent or with lower levels of educational attainment continue to have a distant relationship with digital technology”
2. FRAMING THE PROBLEM
✲ Narrowing Down The User: Technology-Averse Older adults
Through interviews with older adults (70+) in an independent living community, we identified three distinct technology user segments. While some adapted easily and others worked to overcome challenges, a third group — technology-averse older adults — felt intimidated and often avoided technology. These users value social connection, independence, and tech familiarity but struggle with hearing on calls, unclear support, frequent feature changes, and feeling overwhelmed by communication apps. We saw an opportunity to support technology-averse older adults with a targeted intervention to help them navigate these barriers and improve their experience.
✲ User Pain Points + Desires
Technology-averse older adults want to stay socially connected and independent but struggle with confusing features, unclear support, and feeling overwhelmed by communication apps. Hearing loss, memory lapses, and mobility issues make it even harder to navigate changing interfaces and complex settings. They need simpler, more consistent technology that helps them hear better on calls, remember key functions, and use devices with ease.
✲ 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 to account for vision, hearing, and mobility challenges.
INSIGHT 2
The onboarding and troubleshooting processes of many communication apps are often unclear and frustrating for older users, requiring precise gestures, small text reading, or memory recall that can be difficult.
INSIGHT 3
With many communication apps offering similar functions, older adults struggle to choose the right one and navigate it effectively, especially when interfaces aren’t designed with accessibility in mind.
✲ The Driving Question
How might we support older adults, who often feel intimidated by technology, in building confidence and gaining digital skills for online communication, while addressing the physical and cognitive barriers that can make technology harder to use?
3. 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.
✲ Guiding Interaction Patterns
As lead experience designer, I intentionally incorporated familiar interaction patterns that users could easily follow and repeat, in order to enhance usability and streamline navigation. These patterns help create a more intuitive experience for our target audience.
TAP TO DIG DEEPER
Rabbit’s tap-to-reveal interactions simplify content by presenting one piece of information at a time, reducing cognitive load in line with Fitts’s Law. By focusing on small, easily tappable targets, this approach minimizes the effort required to navigate the app.
SWIPE TO REVEAL CONTENT
Utilizing Hick's Law, Rabbit limits visible options at any time, simplifying decision-making by reducing the number of choices. This interaction reduces decision fatigue, allowing users to engage with the app more smoothly.
4. INTRODUCING RABBIT
✲ 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, also applied in the graphics I illustrated. These research-driven principles formed the foundation of a consistent and inclusive design system, tailored to meet the needs of aging users.
5. IMPACT AND REFLECTION
HAPPINESS
User satisfaction would be measured through NPS and qualitative feedback, aiming for high ratings that reflect confidence and minimal frustration.
ENGAGEMENT
Tracking daily and weekly active users, session length, and feature usage would show if users consistently interact with the app.
ADOPTION
User sign-ups and first-time use metrics would show how quickly the app integrates into users' routines, ensuring smooth onboarding.
RETENTION
The number of returning users after a set period, alongside churn rates, would signal how well the app maintains long-term engagement.
TASK SUCCESS
Completion rates, time to accomplish key tasks, and user errors would highlight the ease of navigation and the app's ability to reduce frustration.
✲ Here's What I Learned Most
During this project, I learned the importance of constantly checking my own biases and assumptions as a designer. Designing for older adults made me realize how easy it is to project my own experiences onto users, which can lead to overlooking their unique needs. By staying open to feedback and iterating based on real user insights, I was able to create a more inclusive solution that truly addressed the challenges faced by the target audience.
✲ My Reflection and Takeaways
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.