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Enhancing Emotional Connection in Telehealth Therapy

At the beginning of the school year I struggled with massive life changes including moving continents & leaving behind my support systems. So I decided to seek help with my therapist back home through Zoom. However, the whole experience fell short of the benefits derived from my in-person sessions, leading to a curiosity about how to enhance this new, inevitable way of life. I took my curiosity to my class of Qualitative Research and found fellow classmates who had similar interests and we began our explorations."

Work

Experience

Blog

FAQ

Start a Project

Enhancing Emotional Connection in Telehealth Therapy

At the beginning of the school year I struggled with massive life changes including moving continents & leaving behind my support systems. So I decided to seek help with my therapist back home through Zoom. However, the whole experience fell short of the benefits derived from my in-person sessions, leading to a curiosity about how to enhance this new, inevitable way of life. I took my curiosity to my class of Qualitative Research and found fellow classmates who had similar interests and we began our explorations."

3D Render
3D Render
3D Render

My Role

Researcher

Time Frame

3 months

Team

Tammy, Natalie & Katrina

Funded By

Indeed

Project Type

Qualitative Research

Research Question

So how does online mental therapy impact the overall feeling of connectedness and emotional disclosure ?

Goal

Cone dystrophy leading to macular degeneration, diagnosed 10 years ago. Rami's condition affects the area of the retina with the highest concentration of rod and cone cells, significantly impacting his ability to navigate and interact with his environment.

Current Status: Recently declared legally blind

In this digital, post-pandemic age, conversations, including therapeutic ones, have migrated to screens for convenience. Yet, numerous factors undermine the online therapy experience. Through this research we explore the intricacies between emotional revelation and the uncertainties of the online realm.

35%

35%

35%

Improved onboarding process

Improved onboarding process

Improved onboarding process

25%

25%

25%

Increase in user retention

Increase in user retention

Increase in user retention

84%

84%

84%

Increase in time spent on website

Increase in time spent on website

Increase in time spent on website

Problem Statment

Individuals with visual impairments, particularly those with conditions like Rami's, face significant challenges when navigating public transit. Current apps lack the necessary features for detailed, accessible guidance, forcing users to rely on cumbersome workarounds or sacrifice independence. By following this structured process and closely collaborating with Rami, we ensured that our project would address a genuine, high-impact need in the visually impaired community.

Goal

We aimed to empower visually impaired individuals by:

  • Enhancing existing navigation apps with inclusive design features

  • Prioritizing intuitive, retention-based interfaces

  • Providing customizable, detailed guidance for various levels of visual impairment

  • Seamlessly integrating accessibility features into familiar tools

Uncovering Critical Pain Points

To gain deeper insights into Ravi's transit experience, we conducted a comprehensive journey mapping exercise. We focused on a typical scenario: "Getting from home in Kirkland to the University of Washington on a Sunday afternoon with 1-hour notice."


This process revealed three critical pain points:

  1. Flagging down the correct bus

  2. Identifying the right bus stop to disembark

  3. Accessing real-time and accurate bus information


Rami highlighted the critical need for effortless identification of incoming buses, real-time location tracking, and clear bus number displays. Aligning with our objective to improve existing navigation tools, we prioritized developing an enhanced transit app.This methodical process guaranteed our project tackled authentic, significant challenges faced by the visually impaired, while adhering to our mission of user empowerment through accessible design and adaptable, user-friendly interface

To gain deeper insights into Ravi's transit experience, we conducted a comprehensive journey mapping exercise. We focused on a typical scenario: "Getting from home in Kirkland to the University of Washington on a Sunday afternoon with 1-hour notice."


This process revealed three critical pain points:

  1. Flagging down the correct bus

  2. Identifying the right bus stop to disembark

  3. Accessing real-time and accurate bus information


Rami highlighted the critical need for effortless identification of incoming buses, real-time location tracking, and clear bus number displays. Aligning with our objective to improve existing navigation tools, we prioritized developing an enhanced transit app.This methodical process guaranteed our project tackled authentic, significant challenges faced by the visually impaired, while adhering to our mission of user empowerment through accessible design and adaptable, user-friendly interface

To gain deeper insights into Ravi's transit experience, we conducted a comprehensive journey mapping exercise. We focused on a typical scenario: "Getting from home in Kirkland to the University of Washington on a Sunday afternoon with 1-hour notice."


This process revealed three critical pain points:

  1. Flagging down the correct bus

  2. Identifying the right bus stop to disembark

  3. Accessing real-time and accurate bus information


Rami highlighted the critical need for effortless identification of incoming buses, real-time location tracking, and clear bus number displays. Aligning with our objective to improve existing navigation tools, we prioritized developing an enhanced transit app.This methodical process guaranteed our project tackled authentic, significant challenges faced by the visually impaired, while adhering to our mission of user empowerment through accessible design and adaptable, user-friendly interface

“Getting around on my own is huge for me! It's not just about going from A to B. Being able to use public transit easily means I can keep my job, meet up with friends, and just live my life without always relying on others. That's why I picked Seattle - the transit system here gives me a shot at real independence ”

“Getting around on my own is huge for me! It's not just about going from A to B. Being able to use public transit easily means I can keep my job, meet up with friends, and just live my life without always relying on others. That's why I picked Seattle - the transit system here gives me a shot at real independence ”

“Getting around on my own is huge for me! It's not just about going from A to B. Being able to use public transit easily means I can keep my job, meet up with friends, and just live my life without always relying on others. That's why I picked Seattle - the transit system here gives me a shot at real independence ”

Tobias Lütke

Tobias Lütke

Tobias Lütke

CEO, Co-founder | Shopify

CEO, Co-founder | Shopify

CEO, Co-founder | Shopify

Introducing BusBuddy: Enhancing Familiar Tools for Accessible Transit

After careful consideration of Rami's needs and existing habits, our team decided to develop BusBuddy, an innovative enhancement to Google Maps tailored specifically for visually impaired users. Rather than reinventing the wheel, we chose to build upon a platform Rami already relies on for his daily commute. This strategic decision accomplishes two crucial goals:

  1. It leverages Rami's existing familiarity with Google Maps, ensuring a minimal learning curve and increasing the likelihood of adoption.

  2. It allows us to focus on addressing Rami's primary pain points directly, using data collected during our co-design sessions.


After careful consideration of Rami's needs and existing habits, our team decided to develop BusBuddy, an innovative enhancement to Google Maps tailored specifically for visually impaired users. Rather than reinventing the wheel, we chose to build upon a platform Rami already relies on for his daily commute. This strategic decision accomplishes two crucial goals:

  1. It leverages Rami's existing familiarity with Google Maps, ensuring a minimal learning curve and increasing the likelihood of adoption.

  2. It allows us to focus on addressing Rami's primary pain points directly, using data collected during our co-design sessions.


After careful consideration of Rami's needs and existing habits, our team decided to develop BusBuddy, an innovative enhancement to Google Maps tailored specifically for visually impaired users. Rather than reinventing the wheel, we chose to build upon a platform Rami already relies on for his daily commute. This strategic decision accomplishes two crucial goals:

  1. It leverages Rami's existing familiarity with Google Maps, ensuring a minimal learning curve and increasing the likelihood of adoption.

  2. It allows us to focus on addressing Rami's primary pain points directly, using data collected during our co-design sessions.


BusBuddy seamlessly integrates new accessibility features into the Google Maps framework, creating a powerful tool that assists visually impaired individuals in navigating public transportation, with a particular focus on bus travel. By enhancing a familiar interface rather than creating an entirely new app, we've developed a solution that's both innovative and immediately usable for our target users.


Key features :

  • Easy-to-read interface with customizable text size

  • Haptic and audio feedback for bus arrivals and stops

  • NFC integration for quick information retrieval at bus stops

  • Real-time location tracking with clear progress indicators

  • Route confirmation to ensure correct bus boarding.


Evolution of Design

Customizing App Settings for Enhanced Usability

  • Evolution: Initially, the design included haptic feedback and auditory alerts but lacked text enlargement options. Following feedback from Rami, text enlargement was added to cater to his needs.

  • After: The settings menu now includes an option for text enlargement, allowing users to adjust the font size according to their preferences (Fig. 1).

  • Support for Task: This enhancement ensures that visually impaired users like Rami can easily read text on the app interface, improving overall accessibility and usability.


Customizing App Settings for Enhanced Usability

  • Evolution: Initially, the design included haptic feedback and auditory alerts but lacked text enlargement options. Following feedback from Rami, text enlargement was added to cater to his needs.

  • After: The settings menu now includes an option for text enlargement, allowing users to adjust the font size according to their preferences (Fig. 1).

  • Support for Task: This enhancement ensures that visually impaired users like Rami can easily read text on the app interface, improving overall accessibility and usability.


Customizing App Settings for Enhanced Usability

  • Evolution: Initially, the design included haptic feedback and auditory alerts but lacked text enlargement options. Following feedback from Rami, text enlargement was added to cater to his needs.

  • After: The settings menu now includes an option for text enlargement, allowing users to adjust the font size according to their preferences (Fig. 1).

  • Support for Task: This enhancement ensures that visually impaired users like Rami can easily read text on the app interface, improving overall accessibility and usability.


Ensure User Gets into the Right Bus

  • Evolution: Initially, the design assumed users would rely solely on auditory cues. However, Rami's engineering background prompted us to explore NFC technology for enhanced accuracy.

  • After: NFC integration allows users to tap their phone to NFC tags at bus stops, triggering real-time auditory and visual bus information. (Fig. 2)

  • Support for Task: This feature ensures that users confidently identify and board the correct bus, reducing errors and enhancing their travel experience.


Getting Off at the Right Stop

  • Evolution: Evolution: While the initial design included a color-dependent progress bar for visual cues, feedback revealed Rami's color blindness. However, further testing confirmed that he could perceive changes in intensity.

  • After: The design retained the intensity-based progress bar, as it proved effective for users like Rami. 

  • Support for Task: By incorporating audio instructions on landmarks and a zoomed-in progress bar, the design assists users like Rami in identifying the correct stop and disembarking with confidence, promoting independence and safety during travel.


User Testing

We conducted extensive user testing with Rami and 10 additional participants with various forms of visual impairment:

  • 3 participants with age-related macular degeneration (AMD)

  • 2 participants with glaucoma

  • 2 participants with diabetic retinopathy

  • 1 participant with retinitis pigmentosa (RP)

  • 1 participant with Stargardt disease

  • 1 participant with albinism


This diverse group allowed us to evaluate BusBuddy's effectiveness across a spectrum of visual challengest


We conducted extensive user testing with Rami and 10 additional participants with various forms of visual impairment:

  • 3 participants with age-related macular degeneration (AMD)

  • 2 participants with glaucoma

  • 2 participants with diabetic retinopathy

  • 1 participant with retinitis pigmentosa (RP)

  • 1 participant with Stargardt disease

  • 1 participant with albinism


This diverse group allowed us to evaluate BusBuddy's effectiveness across a spectrum of visual challengest


We conducted extensive user testing with Rami and 10 additional participants with various forms of visual impairment:

  • 3 participants with age-related macular degeneration (AMD)

  • 2 participants with glaucoma

  • 2 participants with diabetic retinopathy

  • 1 participant with retinitis pigmentosa (RP)

  • 1 participant with Stargardt disease

  • 1 participant with albinism


This diverse group allowed us to evaluate BusBuddy's effectiveness across a spectrum of visual challengest


Results & Impact

Users with AMD and Stargardt disease particularly appreciated the enhanced contrast and text enlargement features.

  • Participants with glaucoma and RP found the audio cues and haptic feedback especially helpful for peripheral awareness

  • The customizable settings allowed each user to tailor the app to their unique visual needs.

  • 95% of users found the interface intuitive, regardless of their specific visual impairment

  • 89% of participants reported lower anxiety levels when using Bus Buddy as compared to Google Maps


Users with AMD and Stargardt disease particularly appreciated the enhanced contrast and text enlargement features.

  • Participants with glaucoma and RP found the audio cues and haptic feedback especially helpful for peripheral awareness

  • The customizable settings allowed each user to tailor the app to their unique visual needs.

  • 95% of users found the interface intuitive, regardless of their specific visual impairment

  • 89% of participants reported lower anxiety levels when using Bus Buddy as compared to Google Maps


Users with AMD and Stargardt disease particularly appreciated the enhanced contrast and text enlargement features.

  • Participants with glaucoma and RP found the audio cues and haptic feedback especially helpful for peripheral awareness

  • The customizable settings allowed each user to tailor the app to their unique visual needs.

  • 95% of users found the interface intuitive, regardless of their specific visual impairment

  • 89% of participants reported lower anxiety levels when using Bus Buddy as compared to Google Maps


Reflections

The co-design approach with Rami was crucial in identifying nuanced needs we might have otherwise overlooked. We learned the importance of adaptability, especially when discovering Rami's color blindness mid-project. Incorporating NFC technology highlighted the potential of leveraging existing infrastructure for accessibility. Balancing feature-rich design with an intuitive interface proved challenging but essential. Remote sessions presented communication hurdles that would be easier to overcome in person.

Future Considerations

  1. Explore partnerships with transit authorities for seamless integration.

  2. Investigate the potential for adapting BusBuddy for other modes of public transportation.

  3. Expand testing to a larger, more diverse group of visually impaired users.


This project reinforced the importance of inclusive design in everyday technology and demonstrated how targeted solutions can significantly improve quality of life for individuals with disabilities. Our co-design journey with Rami not only resulted in a practical solution but also deepened our understanding of accessibility in everyday technology.

Let's create exceptional experiences together!

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