Esperi offers full-range care and housing services in 200 care homes across Finland. Their clients include elderly people, people with disabilities, and people in mental or substance abuse rehabilitation.
An inherent problem with home care facilities for their residents is the disruption it causes to their family bond. This is felt by both the patient and their families. Esperi challenged us to find ways to fill that communication gap and bring families closer together while not disrupting the workload of the care workers.
Project Highlights
Real-time communication across platforms
Comprehensive customer and user research
Native iOS and Android app solutions
Ongoing product evolutions and improvements
- Collaborative workshops to define project and business goals
Finding Rewarding Behaviors
We undertook research to form a deeper understanding of the customers' needs and wants. We homed in on what kind of worries they have regarding a loved one living in a care home, and what would make them worry less. Through workshops and customer interviews we found that sharing the good everyday moments not only pleased the residents and their loved ones, but it would also make the care work more rewarding for the caregiver. However, their current tools did not provide the ability to share these moments very well.
Building Constant Communication
We implemented new communication tools that include features like a resident news feed and instant messaging for both customers and care workers. The care workers mobile app enables them to easily share updates to keep relatives up to speed on the care home resident's daily life and care home events. By also building in the ability for relatives to react to the updates we also delivered a response that left the care workers feeling fulfilled and rewarded.
Speed to Market
In a roughly 6-month period, we had moved the project from concept to reality through a pathway of workshops and research to understand our problem and set our goals, to an in-market product with even more features than originally anticipated such as video sharing to further improve the depth of communication and the bond within families.
Tuomas Nissinen
Senior Product Designer at Finlabs
It was great to be working on a new product that has such a clear value proposition. Our team designed and validated rapidly with all stakeholders and delivered a solution that accurately addresses user needs
Developing and co-creating new tools and services is crucial in reaching our goal of being a forerunner in quality. Finlabs did a wonderful job of discovering the stakeholder needs and conveying them into a solid product that has a big impact on our customer experience.
Arne Köhler, Head of Elderly Care at Esperi Care
