Carepool iOS — Human-centered design for seniors and people with disabilities
Designing an accessible ridesharing app for seniors and people with disabilities. My Role: Led UX research and interaction design, focusing on accessibility standards (WCAG compliance). Impact: Increased adoption and trust among underserved users by reducing barriers to mobility. Scale: Rolled out regionally with a growing user base of riders and caregivers.
Problem
Elderly and disabled users faced challenges with existing ride-sharing services like Uber and Lyft, which did not provide drivers trained in healthcare protocols, door-to-door assistance, or reassurance for users with mobility needs. The app needed to allow users to book rides independently without relying on caregivers, while ensuring safety and accessibility.
Solution
Key features included: • First-time booking simplicity: users could easily schedule a ride without confusion. • Ride history: previous rides saved for repeat bookings, reducing friction for users who may struggle with memory or technology. • Driver transparency: users could see the driver’s profile, license plate, and estimated arrival time, providing trust and peace of mind. The app followed WCAG accessibility guidelines to ensure usability for elderly and disabled users.
Research
Conducted user interviews with elderly and disabled users to understand their pain points and experiences with ride sharing.
Performed competitive analysis on existing ride-share services and their accessibility features.
Key Findings
Users wanted drivers who understood their needs and could provide door-to-door assistance, including handling wheelchairs.
Users needed reassurance that drivers had healthcare experience and could be trusted.
Ease-of-use and simplicity were critical for first-time users.
Design Process
Began with sketches during research to explore screen layouts and flows.
Created wireframes for review with the CEO, CTO, PM, and developers.
Developed interactive prototypes for usability testing with users, gathering feedback on layout, readability, and ease of booking.
Conducted iterative testing to refine features, ensuring accessibility and simplicity.
Collaboration
Daily standups and weekly demos kept the small team aligned, addressed issues early, and maintained a smooth handoff from design to development.
Results & Impact
Upon launch, users who hadn’t seen prototypes were excited and grateful for a service they could trust.
Users expressed relief in knowing the driver had healthcare experience, could assist with mobility needs, and that the booking process was simple and reliable.
Qualitative feedback highlighted the app’s impact on independence, trust, and confidence in getting to appointments and daily activities.
Reflection
Gained deep empathy for elderly and disabled users, understanding their frustrations with technology and the importance of accessibility.
Learned about ride-share industry best practices and how to design for trust and transparency.
With more resources, additional user interviews could have further refined the experience, but the MVP successfully demonstrated the value of a direct-to-user ride-sharing solution.
