TEAM PROJECT – 2024
TEAM PROJECT – 2024
Designing an SOS ecosystem that adapts to aging needs and restores confidence in emergency response
Designing an SOS ecosystem that adapts to aging needs and restores confidence in emergency response
TIMELINE
TIMELINE
6 Weeks
6 Weeks
KEY SKILLS
KEY SKILLS
Service Design, Interaction Design, User Segmentation, Business Modeling, Value Proposition, Stakeholder Mapping
Service Design, Interaction Design, User Segmentation, Business Modeling, Value Proposition, Stakeholder Mapping
MENTOR
MENTOR
Probal Banerjee
Rachel Immanuel
Probal Banerjee
Rachel Immanuel
TOOLS
TOOLS
Figma
Strategy
Figma
Strategy
OVERVIEW
OVERVIEW
Traditional SOS systems often rely on single-button triggers or smartphone-based apps that don’t work in real moments of panic, especially for senior citizens with diverse needs and tech comfort levels. This project aimed to design a multi-layered SOS service that accounts for user autonomy, emergency context and system trust — moving beyond “one size fits all.”
Traditional SOS systems often rely on single-button triggers or smartphone-based apps that don’t work in real moments of panic, especially for senior citizens with diverse needs and tech comfort levels. This project aimed to design a multi-layered SOS service that accounts for user autonomy, emergency context and system trust — moving beyond “one size fits all.”
Create customizable SOS response routes based on the user’s health, location and independence
Create customizable SOS response routes based on the user’s health, location and independence
Integrate wearable-based triggers and AI verification to reduce false alarms
Integrate wearable-based triggers and AI verification to reduce false alarms
Offer manual and AI-triggered support for different user types
Offer manual and AI-triggered support for different user types
Design a service that works for both the user and their trusted circle
Design a service that works for both the user and their trusted circle
PROBLEM
PROBLEM
There’s no emergency response system designed specifically for the diverse needs of senior citizens. Most tools assume a single user type - but in reality, seniors differ in mobility, tech comfort, and how they want help to arrive.
There’s no emergency response system designed specifically for the diverse needs of senior citizens. Most tools assume a single user type - but in reality, seniors differ in mobility, tech comfort, and how they want help to arrive.
In every conversation with seniors, the same issue kept surfacing — they weren’t ignoring emergencies, but the systems weren’t designed for how they actually think, move and ask for help.
In every conversation with seniors, the same issue kept surfacing — they weren’t ignoring emergencies, but the systems weren’t designed for how they actually think, move and ask for help.
USER UNDERSTANDING
USER UNDERSTANDING
We identified three key user types based on their lifestyle, mobility and tech comfort — Independent, Interdependent and Dependent. These personas guided how we designed personalized SOS experiences
We identified three key user types based on their lifestyle, mobility and tech comfort — Independent, Interdependent and Dependent. These personas guided how we designed personalized SOS experiences
A tech-dependent senior who relies on his children for digital navigation but wants an easy-to-use SOS system that prioritizes family alerts before medical help.
A tech-dependent senior who relies on his children for digital navigation but wants an easy-to-use SOS system that prioritizes family alerts before medical help.
A privacy-conscious independent senior who dislikes relying on family for emergencies and prefers an AI-driven SOS system that directly notifies hospitals.
A privacy-conscious independent senior who dislikes relying on family for emergencies and prefers an AI-driven SOS system that directly notifies hospitals.
A mobility-challenged senior who struggles with touchscreens and depends entirely on AI-powered emergency detection and voice-activated SOS alerts for safety.
A mobility-challenged senior who struggles with touchscreens and depends entirely on AI-powered emergency detection and voice-activated SOS alerts for safety.
What causes hesitation when seniors need to ask for help?
Why don’t panic buttons or apps work for everyone?
How do different seniors define what’s an emergency?
What kinds of support do caregivers and family expect from a system like this?
What makes a response feel reassuring - not overwhelming?
What causes hesitation when seniors need to ask for help?
Why don’t panic buttons or apps work for everyone?
How do different seniors define what’s an emergency?
What kinds of support do caregivers and family expect from a system like this?
What makes a response feel reassuring - not overwhelming?
What causes hesitation when seniors need to ask for help?
Why don’t panic buttons or apps work for everyone?
How do different seniors define what’s an emergency?
What kinds of support do caregivers and family expect from a system like this?
What makes a response feel reassuring - not overwhelming?
PREFERENCES, NEEDS & PERCEPTIONS
PREFERENCES, NEEDS & PERCEPTIONS
I mapped the preferences, needs and perceptions of senior citizens to understand how they respond in emergencies and what kind of support feels appropriate to them
I mapped the preferences, needs and perceptions of senior citizens to understand how they respond in emergencies and what kind of support feels appropriate to them
Each need was drawn from real concerns raised during interviews. The focus was on reliable support, discreet tools and ways to request help without relying on phones or apps.
Each need was drawn from real concerns raised during interviews. The focus was on reliable support, discreet tools and ways to request help without relying on phones or apps.
Preferences revealed how seniors want systems that respect privacy, feel intuitive and don’t require constant supervision. Comfort with minimal input was a clear theme.
Preferences revealed how seniors want systems that respect privacy, feel intuitive and don’t require constant supervision. Comfort with minimal input was a clear theme.
Perception showed that while some trust tech, many worry about alerts misfiring or being tracked. A wearable button felt more acceptable than smartphone-based tools.
Perception showed that while some trust tech, many worry about alerts misfiring or being tracked. A wearable button felt more acceptable than smartphone-based tools.
VALUE PROPOSITION CANVAS
VALUE PROPOSITION CANVAS
I used the value proposition canvas to align the SOS system with real user goals, highlighting what seniors truly needs, want, and fear when it comes to emergency response
I used the value proposition canvas to align the SOS system with real user goals, highlighting what seniors truly needs, want, and fear when it comes to emergency response
This visual helped clarify what truly matters to seniors in emergencies—from immediate relief and low-effort alerts to the need for emotional reassurance and simple tech they can trust.
This visual helped clarify what truly matters to seniors in emergencies—from immediate relief and low-effort alerts to the need for emotional reassurance and simple tech they can trust.
CUSTOMER TOUCHPOINTS
CUSTOMER TOUCHPOINTS
I mapped out key SOS moments across the senior care journey - from onboarding and emergency triggers to hospital dispatch and family notification - to identify where friction can be reduced and response made seamless
I mapped out key SOS moments across the senior care journey - from onboarding and emergency triggers to hospital dispatch and family notification - to identify where friction can be reduced and response made seamless
These touchpoints helped uncover gaps in safety, access, and trust, guiding how I tailored the SOS experience for each user type.
These touchpoints helped uncover gaps in safety, access, and trust, guiding how I tailored the SOS experience for each user type.
BUISNESS MODEL CANVAS
BUISNESS MODEL CANVAS
This canvas helped align our solution with real-world needs - ensuring our SOS system is viable for users, valuable for partners, and sustainable as a service model
This canvas helped align our solution with real-world needs - ensuring our SOS system is viable for users, valuable for partners, and sustainable as a service model
Key Patners
Key Activities
Key Resources
Value Proposition
Customer Relationships
Channels
Cost Structure
Revenue Streams
Key Patners
Key Activities
Key Resources
Value Proposition
Customer Relationships
Channels
Cost Structure
Revenue Streams
Key Patners
Key Activities
Key Resources
Value Proposition
Customer Relationships
Channels
Cost Structure
Revenue Streams
SERVICE BLUEPRINT
SERVICE BLUEPRINT
I mapped out the frontstage and backstage interactions to understand how the SOS system would operate across user actions, support roles and technology.
I mapped out the frontstage and backstage interactions to understand how the SOS system would operate across user actions, support roles and technology.
The blueprint helped visualize how each stakeholder interacts with the SOS system, uncovering delays, gaps and opportunities across the entire service journey
The blueprint helped visualize how each stakeholder interacts with the SOS system, uncovering delays, gaps and opportunities across the entire service journey
CONCEPT SCREENS
CONCEPT SCREENS
These early concept screens explore how SOS assistance, guardian communication, and essential service access can be simplified for senior users in emergencies.
These early concept screens explore how SOS assistance, guardian communication, and essential service access can be simplified for senior users in emergencies.
SOS Trigger
One-tap emergency button with real-time vitals to assess urgency before help is dispatched.
SOS Trigger
One-tap emergency button with real-time vitals to assess urgency before help is dispatched.
Guardian Call & Ride
Connects to assigned guardian and auto-books a ride to the nearest hospital within seconds.
Guardian Call & Ride
Connects to assigned guardian and auto-books a ride to the nearest hospital within seconds.
Trusted Partner Access
Directs users to their linked hospital or caregiver for updates, directions and essential support.
Trusted Partner Access
Directs users to their linked hospital or caregiver for updates, directions and essential support.
Order Essentials
Allows users to order prescribed medication or health items straight from care providers.
Order Essentials
Allows users to order prescribed medication or health items straight from care providers.
REFLECTION
What I learned through building this, and how it shaped my perspective as a designer
What I learned through building this, and how it shaped my perspective as a designer
Could not understand my Handwritting ?
Could not understand my Handwritting ?
Could not understand my Handwritting ?