Dispatch
Online platform to empower elderlies with digital fraud
Digital scams, particularly phishing and smashing, have surged in prevalence, with the elderly population emerging as a particularly susceptible demographic. The consequences of senior scams are severe, with median financial losses often significantly higher than those experienced by younger victims. The damage of digital fraud is particularly impactful because most older adults rely on their retirement savings rather than continuous income from employment.
However, most digital fraud prevention leans on the individual because the trend is rapidly changing, and they are hard to investigate since criminals are usually outside of the US. That leads to the prevention lean into individual’s efforts. This project is committed to developing a user-centric platform that eases personal struggles in the system in response to these challenges. Dispatch is a platform where elderly users are at its core, prioritizing their unique needs, preferences, and limitations to create a digital environment where they can feel secure and comfortable with feeling empowerments.
Time frame
Sep 2023 - Nov 2023 (10 weeks)
Tools
Figma, Figma jam, Illustration, Photoshop, Google form
Project role
Individual Project
Deliverables
Interaction Design: High-fi interactive prototype
UX/UI design: User Research, System design
Brand design: Logo, Brand identity
outcome
Research
Background Context
In today's dynamic digital landscape, elderlies are increasingly becoming vulnerable to various forms of digital fraud. The implications of financial loss, particularly for seniors living off their savings in retirement, pose profound challenges. Yet, beyond reported losses, a significant concern arises from their reluctance to report such incidents, obscuring the true magnitude of the issue.
My involvement in this case stemmed from witnessing my grandparents' experiences with digital fraud. It was a profound moment when my grandmother admitted her fear of not knowing how to protect herself from these cybercrimes. Victims of digital fraud often endure the aftermath alone, lacking essential institutional support, a predicament acutely felt among the elderly.
Motivated by this firsthand encounter, I created a platform to educate seniors about digital fraud prevention. This initiative is designed to prevent such incidents and empower seniors through knowledge and proactive measures, providing them with a renewed sense of control and security.
Problem Overview
Problem
Reluctance to Report Incidents: Many elderly users are hesitant to report incidents of fraud or scams, often out of fear, embarrassment, or a lack of understanding about the reporting process.
Lack of Understanding About Fraud: Elderly users often lack the knowledge to recognize and protect themselves from common scams.
Limited Access to Resources:Elderly struggle accessing scattered resources.
Proposed Solutions
Simplified Reporting Form: Create an anonymous incident reporting form for elderly users to report scams and fraud.
Interactive Simulator: Create an interactive tool with real-life scam examples to educate and empower elderly users to protect themselves.
Quick Access to Support Resources: Create a shortcut function for elderly users to access helplines, support groups, and legal aid services easily.
Research Method
To gain a comprehensive understanding of the target audience and market challenges, I conducted an online survey and individual interviews and analyzed the needs and connections of stakeholders.
Interview
Conducted 3 interviews with various types of stakeholders for identifying current problems and areas of opportunity
Survey
Gathered 16 participants to gain deeper understanding of their frustration and fears
Stakeholders map
Identified different types of stakeholders involved in this type of problem space and mapped out their needs
Research Highlight
Interview Highlights
Survey Highlights
When I started the project, I needed a deeper understanding of the problem space I was investigating because the focus of
empowering the elderly to fight against digital fraud deals with crime above all else. Due to this reason, I surveyed the target group
( Elderly adults aged 65+ who lived in the US) accordingly.
Stakeholders Map
As part of research, I strived to identify and map the unique needs and perspectives of diverse stakeholders affected by digital scams targeting older adults. Solutions often overlap, benefiting multiple stakeholders simultaneously.
From investigating into possible stakeholders of this platform, I realized the need for this intervention to serve as a central hub that provides accessible educational resources for seniors and caregivers. It aims to facilitate collaboration among financial institutions, law enforcement, and community organizations, empowering seniors with knowledge and proactive measures to combat digital fraud.
Research Findings
The primary objective is to design an effective platform that not only educates and informs the elderly but also empowers individuals to safeguard themselves.
Research Insights
Vulnerability Despite Education: Even educated, healthy, and socially active seniors remain highly susceptible to digital fraud, highlighting the need for targeted protective measures.
The Limitation of Standard Approaches: Traditional standardized phrases and approaches often prove insufficient in preventing actual harm in cases of digital fraud targeting the elderly.
Dramatic Representation for Effective Support: Using a format resembling a dramatic representation of real cases can be a more effective way to address issues and assist victims, fostering a better understanding of the risks.
Balancing Independence and Safety: Striking a balance between respecting an elderly person's independence and ensuring their safety is a significant challenge when addressing digital fraud prevention.
Development
Developing Solutions
Design Principle
In crafting these design principles, I delved deep into the research findings, identifying key insights that drove in finding potential design approach in this project. I carefully considered the connections between the experts' insights gathered from interviews, stakeholder needs, and survey findings to develop a holistic set of design principles.
Quote
Insights
Principle
“Elderly victims often hesitate to receive investigation status notices at their homes. The reasons behind this reluctance can be multifaceted, but it's not uncommon for victims to refrain from worrying their families.”
We need a space where crime victims can feel less alone - support and a sense of community
Also, we need to consider how we can Balance Independence.
Empathy and Support
“ I use multiple services, including paid ones, but what I dislike is the overwhelming amount of information they send, making me feel vulnerable and exhausted.”
This service in the context of 'crime,'
we should pay close attention to the choice of words.
Also, we need to consider the frequency of communication
Intuitive and Non-Threatening Design
Quote
Insights
Principle
“Who would have thought that this includes banks, securities firms, and loan counselors after being warned about voice phishing scams impersonating financial institutions in advertisements?”
Most people don’t get proper education to prevent themselves from digital fraud
Users and Stakeholders are seeking adequate education
Expansion and substantialization of preventive education
“Standardized phrases are insufficient to prevent real harm. It would be beneficial if we could address these actual cases in a format resembling a drama and assist the victims more effectively.”
Currently, most learning methods are ineffective because they are not actual crimes.
This problem also affects why seniors do not Recognize Scams easily
Real-World Relevance
Persona & User journey
Structuring Framework
Site Map
Before diving into the screen design, my initial step involved mapping out all the features on a single page. A primary focus was on creating a user-friendly structure that prevents users from feeling overwhelmed and ensures they can easily access all the resources they need.
Rapid Prototyping
to Wireframe
Once I had determined the features, I began brainstorming the screen's user interface (UI) structure through rapid prototyping.
Multiple rounds of quick sketches on paper helped me to identify the challenge of creating a smooth user flow while ensuring a personalized experience for elderly users.
I moved from the chosen rapid sketches to low-fidelity wireframes in Figma to create a seamless user experience.
Final Design
Final App Design
Working prototype
Clarifying Brand Visual identity
Future steps
Improving Reporting Format with User Testing: In our ongoing commitment to enhancing user experience, I want to simplify the reporting format further. I wish to conduct rigorous user testing to ensure the process is straightforward and optimized for elderly users. This step involves refining the "Dispatch" feature to make it more user-friendly and efficient.
Develop a Business Model for Dispatch Points: As I refine the "Dispatch" feature, I also see the potential for innovative opportunities. I want to explore how to develop a business model for "Dispatch Points." Users can earn these points when they submit reports, and we plan to offer tangible life-related benefits in exchange for these points, such as coupons or discounts. "Dispatch Points" can encourage user engagement and participation and create a rewarding ecosystem for those actively contributing to the fight against digital fraud.