Service Design
Physical Kiosk Design To Empower The Elderly Digitally
Created a community-driven service that reimagines how seniors access digital support through physical kiosks, intuitive interfaces, and social connection with volunteers.
Year :
2025
Client :
University Project
Project Duration :
10 weeks
My Role :
UX Designer
Problem :
Many seniors experience digital exclusion, facing:
Social isolation from technology replacing in-person services
Cultural and language barriers
Low confidence and anxiety in seeking help
Insight: The real barrier is confidence, not competence. Seniors want friendly, approachable support - not technical manuals.
Solution :
We designed Your Tech Buddy, a kiosk-based service that pairs seniors with volunteers for 20-minute weekly sessions in familiar community spaces (libraries, cafés).
Kiosk Interface – Simple, legible, tap-to-select flows for seniors to sign up independently.
Volunteer App – Guides volunteers with conversation prompts, reminders, and support resources.
Physical Integration – Partner cafés and printed Tech Buddy cards make the service tangible and rewarding.
Challenge :
Communicating value clearly at the kiosk (early users didn’t understand the service purpose).
Designing dual user flows (seniors needed warmth and guidance, volunteers needed speed and efficiency).
Balancing simplicity vs engagement while keeping accessibility at the forefront.
User Testing :
5 participants tested both senior and volunteer flows.
Methods: Think-Aloud protocol, SUS survey, interviews.
Key feedback:
Seniors preferred larger buttons, step-by-step flows, friendlier visuals.
Volunteers wanted a faster, more streamlined experience.
Messaging had to emphasise support and connection, not “lessons”.
Result: SUS score of 73.5 (above average) with clear paths for iteration.
Iteration :
Refined kiosk onboarding with clearer language and icons.
Created separate apps for seniors and volunteers.
Added printed Tech Buddy cards for tangibility.
Improved communication with simple buttons (“On the way”, “I’ve arrived”).
Summary :
Your Tech Buddy blends digital, physical, and social touchpoints to make tech support accessible, human, and community-driven. By focusing on confidence, connection, and care, the project reimagines digital inclusion as an act of empathy, not just information delivery.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
More Projects
Service Design
Physical Kiosk Design To Empower The Elderly Digitally
Created a community-driven service that reimagines how seniors access digital support through physical kiosks, intuitive interfaces, and social connection with volunteers.
Year :
2025
Client :
University Project
Project Duration :
10 weeks
My Role :
UX Designer
Problem :
Many seniors experience digital exclusion, facing:
Social isolation from technology replacing in-person services
Cultural and language barriers
Low confidence and anxiety in seeking help
Insight: The real barrier is confidence, not competence. Seniors want friendly, approachable support - not technical manuals.
Solution :
We designed Your Tech Buddy, a kiosk-based service that pairs seniors with volunteers for 20-minute weekly sessions in familiar community spaces (libraries, cafés).
Kiosk Interface – Simple, legible, tap-to-select flows for seniors to sign up independently.
Volunteer App – Guides volunteers with conversation prompts, reminders, and support resources.
Physical Integration – Partner cafés and printed Tech Buddy cards make the service tangible and rewarding.
Challenge :
Communicating value clearly at the kiosk (early users didn’t understand the service purpose).
Designing dual user flows (seniors needed warmth and guidance, volunteers needed speed and efficiency).
Balancing simplicity vs engagement while keeping accessibility at the forefront.
User Testing :
5 participants tested both senior and volunteer flows.
Methods: Think-Aloud protocol, SUS survey, interviews.
Key feedback:
Seniors preferred larger buttons, step-by-step flows, friendlier visuals.
Volunteers wanted a faster, more streamlined experience.
Messaging had to emphasise support and connection, not “lessons”.
Result: SUS score of 73.5 (above average) with clear paths for iteration.
Iteration :
Refined kiosk onboarding with clearer language and icons.
Created separate apps for seniors and volunteers.
Added printed Tech Buddy cards for tangibility.
Improved communication with simple buttons (“On the way”, “I’ve arrived”).
Summary :
Your Tech Buddy blends digital, physical, and social touchpoints to make tech support accessible, human, and community-driven. By focusing on confidence, connection, and care, the project reimagines digital inclusion as an act of empathy, not just information delivery.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
More Projects
Service Design
Physical Kiosk Design To Empower The Elderly Digitally
Created a community-driven service that reimagines how seniors access digital support through physical kiosks, intuitive interfaces, and social connection with volunteers.
Year :
2025
Client :
University Project
Project Duration :
10 weeks
My Role :
UX Designer
Problem :
Many seniors experience digital exclusion, facing:
Social isolation from technology replacing in-person services
Cultural and language barriers
Low confidence and anxiety in seeking help
Insight: The real barrier is confidence, not competence. Seniors want friendly, approachable support - not technical manuals.
Solution :
We designed Your Tech Buddy, a kiosk-based service that pairs seniors with volunteers for 20-minute weekly sessions in familiar community spaces (libraries, cafés).
Kiosk Interface – Simple, legible, tap-to-select flows for seniors to sign up independently.
Volunteer App – Guides volunteers with conversation prompts, reminders, and support resources.
Physical Integration – Partner cafés and printed Tech Buddy cards make the service tangible and rewarding.
Challenge :
Communicating value clearly at the kiosk (early users didn’t understand the service purpose).
Designing dual user flows (seniors needed warmth and guidance, volunteers needed speed and efficiency).
Balancing simplicity vs engagement while keeping accessibility at the forefront.
User Testing :
5 participants tested both senior and volunteer flows.
Methods: Think-Aloud protocol, SUS survey, interviews.
Key feedback:
Seniors preferred larger buttons, step-by-step flows, friendlier visuals.
Volunteers wanted a faster, more streamlined experience.
Messaging had to emphasise support and connection, not “lessons”.
Result: SUS score of 73.5 (above average) with clear paths for iteration.
Iteration :
Refined kiosk onboarding with clearer language and icons.
Created separate apps for seniors and volunteers.
Added printed Tech Buddy cards for tangibility.
Improved communication with simple buttons (“On the way”, “I’ve arrived”).
Summary :
Your Tech Buddy blends digital, physical, and social touchpoints to make tech support accessible, human, and community-driven. By focusing on confidence, connection, and care, the project reimagines digital inclusion as an act of empathy, not just information delivery.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.
Key Takeaways
Organisation is critical: I learned how important it is to stay on top of tasks. In a team project, complacency quickly creates setbacks that affect everyone, so clear communication and accountability are essential.
Teamwork takes effort: Coordinating with others taught me that collaboration isn’t just about dividing tasks, but actively supporting each other to keep momentum.
Iteration is never wasted: Going through multiple rounds of testing and refinement showed me the value of feedback—even when it meant rethinking big parts of the design.
Care means empathy: Beyond usability, I realised that designing for care is about understanding emotional needs and making people feel supported, not just delivering a functional interface.