CUSTOME-MADE WHEELCHAIRS
Gecko Traxx is a Melbourne-based wheelchair maker company that aims to provide users with wheelchairs made for their needs. In this project, we were asked to design a digital product that makes the whole process of ordering a new wheelchair more pleasurable for users.
Project OvervIew
CLIENT.
TIME.
Gecko Traxx is beginning a new project in the development of a new manual wheelchair to build on from the original Gecko Traxx product. They are currently looking at how they can improve the user experience of the scripting (measuring) process of the existing wheelchair before the new custom-made wheelchair is built. Improving the scripting wheelchair experience in terms of comfort to the user and accuracy and transparency of final outcome is the project overview.
Gecko Traxx
6 Weeks
MY ROLE.
TEAMMATES.
Petra Symond
Shufan Ash
Shristi Jain
User Research, Information Architecture, Interaction, Visual Design, Prototyping & testing.
The Problem
In the process of ordering a new custom-made wheelchair, users feel that the scripting (measuring) process doesn’t offer enough personalisation or product information often resulting in an incorrect end product.
Challenges
- Time (6 weeks)
- Lack of access or understanding of the ordering process (not having personally witnessed)
- Remote limitations due to COVID-19
CompetItor AnalysIs
It has been difficult to find statistics on the manual wheelchair market in Australia. It is worth noting all companies have the same mantra of an in-person fitting process to ensure a better fit and less chance of injury from wrong fitting’. It is a given that geography, user-illness and now COVID-19 has highlighted the need for safer and more remote/ virtual measuring processes.
Research
The client brief included an assumption that users found the measuring process uncomfortable. 
Our research showed that the users were frustrated with the ordering process, lack of information, and personalisation and didn’t mind the measuring part. The research outcomes are:
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- Users want to know every detail about their order and get a visual of what wheelchair they are ordering.
- The measuring process is easy and 
is not frustrating.
- Users want a more personalised service.
- Users get frustrated waiting for the new wheelchair and not being kept up to date about their order.
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How MIght We...
- How might we create a system for the wheelchair company and user to personalise the service?
- How might we give users a clear idea of the end product?
DEFINING The Problem
many different workshops were run with the participation of all team members to help defining of the problem.
AffInIty Map
In an affinity mapping workshop, we used the findings collected from research and grouped them, it helps us to form the initial insights into two individual affinity maps. Our users and also business owners criteria.
Personas
Our key persona, Claire, has been central to our journey. We ask ourselves what would benefit Claire?'
Our secondary personas, Nick (wheelchair user) and John (business owner) have unique perspectives that need to be considered.
Empathy And Customer Journey Map
In an Empathy Mapping workshop, we used the findings collected from research and formed some initial insights. By observing and listening to both users and business owners we created two individual empathy maps that led us to create the customer journey map. Our key secondary persona, John, joins the journey map to see what both users experience in the process.
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Card SortIng
We had five people used the open card sorting method to group the content. Then, we worked together to do a second round of open card sorting to regroup the categories collected from the first round and formed the initial IA structure.
IdeatIon - BraInstormIng / Crazy 8 / MVP OvervIew
With the attendance of all team members brainstorming and crazy 8 sessions were held online and the MVP Matrix was made out of the solutions.
DesIgn DecIsIons
To improve the users' experience of customising their wheelchair, our ideas after sessions of brainstorming has been created on the MVP Matrix. The main parts to cover our design solutions are:
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- Initial fill out questionnaire as a user profile to identify the user’s current needs.
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- Step by step 3D measuring process with the occupational therapist engagement.
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- Personalised product visualiser and 3D demo chair.
InformatIon ArchItecture
User Flow
We aimed to make every step of our user flow simple and clear for users to enhance their experience of personalising their wheelchair. We tried to avoid any complication along the way as the user needs to go through three essential steps of the flow. To make a profile first, to go through the measuring process with the help of an occupational therapist, and to personalise their wheelchair visually with a 3D visualiser.
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WIreframIng And Low-FI ProtorypIng
DesIgn System
For the purpose of this project, we created a generic brand for our client’s new business. The ‘Contempo Custom Wheelchair’ design system is contemporary, fresh, and clean with a personable feel to it. We have tried to be inclusive of all users for this website and have kept Accessibility Standards in mind when designing it. This brand can easily be swapped out for the Gecko Traxx branding.
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Contempo WHEELCHAIR
Contempo is a wheelchair brand that focuses on customising wheelchairs for users. Contempo website is designed based on users needs with the aim of simplifying the professional process of measuring wheelchairs and improving users experience with in the process of buying a new wheelchair.
ProfIle Setup
The profile feature is a crucial feature of Contempo. Wheelchair users are requested to provide many different clinical and personal information regarding to order a new wheelchair. All the user's data has been collected as hard copy or emails by the business owners and it had been caused some errors in the process.
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Users are also asked to tell us about their lifestyle habits that make it easier for professionals to provide advice on which wheelchair would fit them better.
By filling out a questionnaire online in their profile on the website, the user uploads all the needed information on the platform and keeps and saves them for the next orders. They can also edit their profile whenever they need to. The clinical information contains recommendations and tips from their occupational therapist as professional advice.
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Measurements
The measurement feature is designed based on the users' experience of the measuring process. It gives the power to the users to follow the measuring instruction of each part of the wheelchair on a 3D visualiser. On the measuring 3D visualiser, a wheelchair is available with all the measurements needed which makes the process clear and understandable for users.
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After inputting all the measurements of the wheelchair, users save the data on their profile and when the measurements are sent to the company they receive a CAD sketch of their new wheelchair with all details.
VIsualIser
The visualiser feature is our fun and pleasurable idea that is designed to help users to customise the look of their wheelchair. There are also some other features related to technical parts of the wheelchair such as seat angle. These features allow users to customise their new wheelchair to their best convenience.
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After choosing the wheelchair model, users customise it on a 3D modeling live visualiser. They choose a specific part from the right-hand side menu and make their desired changes such as color, type, angle, etc. They see all the changes lively appear on the 3D visualiser. The final product will be saved in their profile.
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Order TrackIng
We found out that users have some trouble with not being able to track their order via the wheelchairs company and to solve this problem, we designed a tracking page that is available on their profile page having a visual timeline of their order and the approximate delivery date.
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UsabIlIty TestIng
In the first round of user testing, two methods were used. Users were asked to complete 5 different tasks on Useberry online platform and were observed while completing the tasks. They also completed our questionnaire regarding the product usability.
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IntervIew And OnlIne Platform TestIng
We asked in-depth questions in order to collect qualitative feedback.
Also observed the user’s body language and facial expression to catch dynamic response. Users were asked to complete tasks including:
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- To place an order, and book an appointment on the Homepage.
- To find 
 “Seat length” to input the measurement on the Measurement page.
- To create an “Everyday wheelchair” with a red frame on the Visualiser page.
- To approve the CAD sketch with details, check the delivery timeline on the Confirmation and Delivery page.
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We used the Useberry user testing website to observe and analyse users' behavior. We received a good number of tests and also the heatmap, user flow, and other types of reports for analysis.
QuestIonnaIre
Users were asked to complete an online questionnaire. They were asked some questions about their experience of working with the product. Questions and answers such as:
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- How do you feel going through the steps to complete the order?
Between 0 very difficult - 5 very easy
50% rated 4 - 50% rated 5 very easy
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- How do you feel your personal needs are being met?
Between 0 not met - 5 very well met
50% rated 4 - 50% rated 5 very well met
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- How do you think about the visualisation of your new wheelchair?
Between 0 unclear- 5 very clear
100% rated 5 very clear
InsIghts And DesIgn IteratIons
The insights and design iterations based on user testings are:
InsIght:
DesIgn Amendments:
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The landing page was confusing to know the start point.
• Reduce the number of buttons and rename them.
• Make the “start order” a dominate colour.
InsIght:
DesIgn Amendments:
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Measurement input field is not standing out 
 for user to see.
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Business-side users like to know more about 
 lifestyle and not just medical info.
• Making the letters with glowing green circles.
• Changing the input box to white background to increase the contrast.
• Changing the navigation bar “Medical History” to “Personal information.”
• On the measurement page, replace two buttons to “Check personal information."
We conducted the second round of user testing via interview and the insights were:
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- Users easily found where to start the order from the landing page.
- Users found it is easy to navigate the journey
- Users found the measurement page works well with a clear guide to input measurements.
Areas of Improvement
Our recommendation for the next steps are:
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- Conduct further high-value user research to ensure a wider catchment of users are taken into account when building the website.
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- Conduct an Accessibility Report so that all users are considered in the creation of this website.
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- Client should carry out their own due diligence to ensure our 
 proposal is aligned with the business and its actual product offering.
What I Learned
From this case study, I learned how teamwork and consistent improvement lead to creating a better product. A diverse team gathers various abilities, skills, and points of view which results in more valuable solutions.