At core of human-centered design is innovation inspired by people. This method and process is successful because it taps into creative capabilities we all have that usually get overlooked by traditional problem-solving practices. It is a process that helps teams transform difficult challenges into desirable solutions because it’s empathetic, collaborative, optimistic and experimental. As we progressed through the MasterCard Labs LaunchPad project, our team of developers, designers, experts on aging and business stakeholders moved beyond pure ideation to consider what value our ideas would bring to the aging population. On day three the LaunchPad team focused on extraordinary user experience, which has become the highest priority at both CO-OP Financial Services and MasterCard. Experience is big part of the culture. One important step toward creating an inspiring user experience was the creation of a storyboard that depicted the different steps various members would go through when using a new financial app designed for their specific needs. One role we wanted to explore further was that of the caregiver. Being a caregiver to a loved one is an undeniably tough job, one that many of us have already taken on or will take on in the future. Anyone who has been in that role can share stories about how emotionally overwhelming it is, how easily one gets overwhelmed with the amount of information needed to be an effective advocate, researcher and loved one. One area that often gets overlooked is learning when and how to help loved ones with their finances, and helping aging adults understand what may happen to their finances as their need for care progress. The goal was to create a solution that would satisfy the needs of elderly adults and their potential caregivers at the same time. We knew we needed a few key features:
- various access and authorization levels
- shared views, and
- dashboard with immediate insights.