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Help Seniors Go Anywhere, Anytime

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3 months (Oct - Dec 2022)


Angela Chan
Luka Liu
Michelle Wu
Paxon Wallace


Usability testing 
Video editing


Adobe Suite




Senior centers, recognized by the Older Americans Act (OAA) as a community focal point, are one of the most widely used services among America’s older adults. Compared with their peers, older adults who participate in senior center activities have higher health, social interaction, and life satisfaction levels

However, according to the U.S. Census Bureau, approximately one-third of all seniors live by themselves. Seniors do not always have access to private transportation and are not always able to utilize public transportation to get to the senior center. At the same time, many senior centers have reported having fewer resources and manpower to serve seniors due to labor shortages


How might we meet the transportation needs of seniors so that we may ease the logistics and resource burden on senior center staff?  


With the aim of solving this problem, we came up with DriveMe - a call-based service that allows seniors to independently arrange rides to and from the senior center without having to directly interface with a ride-share app

Product Launch Video


Before we could arrive at our solution, we first had to get an understanding of our users and who we were designing for.

As part of our research we used three research methods to drive and scope our project:

Secondary Research

Easily accessible and helped us to gain a high-level understanding of seniors, their goals and surrounding environment

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Our team was researching studies and articles about seniors 

Fly On The Wall Observation

Observed how seniors behaved at senior center and interacted with the staff and organization 


Observed seniors' daily activities in Central Area Senior Center

User Interview

Conducted one-on-one semi-structured and unstructured interview to gain an understanding of seniors' preferences, needs, motivations and issues senior center staff are faced with


Conversed with a 98-year old senior

Key Insights - 

01     The majority of seniors would visit the center to participate in specific

         pre-planned activities

02     Some seniors struggle to visit the center when their families are unable

         to provide transportation

03     Seniors who rely on public transportation face significant travel times,

         especially if they live far from the center 

Key Insights - 
Senior Center Staff

01     Senior center has an inadequate staffing issue

02     The staff have to arrange carpools in order to provide an alternative for

         seniors who have difficulties commuting to the center

03     Senior center staff need more support for transportation to

         accommodate seniors with commute assistance



Using the findings from our research, we generated two personas that helped us better orient our design goals and guide our design decision.
User Personas


Firstly, we created a set of design requirements as guidelines for the ideation process. Then we used  the Crazy 8's method to come up with multiple ideas. Next, we evaluated the strengths, weaknesses, feasibility and originality of each idea before refining our three most promising ideas.
DriveMe - Automated Phone System
After thorough evaluation, we decided to combine the two ideas of "AI-based Shuttle Service" and "Ride-share Program for Seniors" to create our solution - "DriveMe". This initiative will integrate an AI-powered shuttle service, automating ride scheduling for seniors. It will optimize routes and assign rides to drivers participating in "Ride-share Program for Seniors", with funding sourced from drivers, charities, corporations or governments.


01  Minimum technological literacy from seniors

02  Optimal route would shorten ride duration

03  Allow seniors to access the same transportation services as everyone else does

04  Reduce the burden of commute planning on senior center staff

05  Eliminate workload on senior center staff  



Firstly, we created a user flow accordingly because it could help us to know what actions a user has to take and also informed us of the interactions that we would need to consider during the prototyping stage. 
User Flow Diagram
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Information Architecture
We started building out DriveMe into a medium-fidelity prototype to proceed with usability testing. To aid the design process of our prototype, we created the information architecture of DriveMe to get a sense of the scale and structure
The information architecture of the automated phone system.png
There are three levels to our information architecture which support key interactions:
  • Arranging rides to and from the center

  • Ride confirmation calls

  • Ride notification calls

* There are other interactions documented in our

   information architecture but we will only be focusing

   on the three mentioned above for the scope of this project

Final Prototype
With the information architecture established, we identified key flows for testing during our usability sessions. I then crafted dialogue for these interactions, focusing on simplicity and brevity to avoid overwhelming users. Additionally, I ensured that the system would repeat user responses to confirm accuracy. Then using voice recordings and ProtoPie, I created a clickable prototype to facilitate our usability testing
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VUI dialogue between the system and user

Clickable prototype to demonstrate the experience of interacting with DriveMe



We held our usability testing sessions at the Central Area Senior Center with four participants and the recruitment was through snowball sampling with the help of senior center staff. Testing was aimed at finding out if DriveMe was desirable and if it was easy to use for seniors

Conducted usability testing with a senior

Key Findings

01     Participants were very receptive to DriveMe and found it easy to use

02     While seniors were receptive to DriveMe and felt it easy enough to

         use, they conveyed their apprehension with technology

03     Participants were pleased to have more transportation options

         which would give them more flexibility

04     DriveMe can be extended to be accessible to seniors who are

         visually impaired with voice command


01     Sample size of participants was not sufficient for a qualitative study

02     Participants were not savvy with digital prototypes

03     Required more testings by using devices that seniors are familiar with



Onboarding Program

In order to reduce seniors’ apprehension with technology, we also developed a preliminary onboarding program which could help reduce cognitive load on seniors when being introduced to new service and help build their trust towards the service

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Product Launch Video

Illustrate how DriveMe empowers seniors to move around independently



01 Focus on the process and not the solution 
Discovering the right solution only happens once you reach a reasonable level of understanding of the problems and users
02 Engage in active listening and probe
Paying attention to the conversations and probing participants would help exploring side conversations that you don't anticipate
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