We found that many elderly users struggle with complex app interfaces, small touch targets, and unclear navigation, which often leads to frustration and avoidance. Safety concerns were also common, particularly anxiety about unfamiliar drivers and uncertainty around whether vehicles could accommodate medical or accessibility needs. While assistance is often necessary, many elderly users expressed a strong desire to maintain independence. On the other hand, caregivers highlighted the time and stress involved in coordinating rides.
These insights led to a design direction in which driver selection prioritizes clarity, personalization, and ease of use.
Based on insights gathered from user research, we developed five distinct task flows to support key moments in the ride experience. We conducted mid-fidelity usability testing with ten participants, which provided critical feedback on clarity, accessibility, and decision-making. Usability testing revealed challenges related to text readability, unclear system states, and pressure to make decisions too early, particularly around driver visibility and return rides. Based on these findings, we implemented targeted design changes to improve visual clarity, and introduce more flexible and supportive user flows.
The design focused on supporting independence for baby boomer users by making the ride-booking experience simple, accessible, and reassuring. AI assistance was integrated to guide users through key steps, reducing cognitive effort and helping those less familiar with digital interfaces. In addition, filtering allowed both users and caregivers to find drivers who matched specific accessibility and personal needs. A return-ride option was also introduced to provide reassurance by allowing users to secure a trusted driver for the journey home, improving comfort and confidence throughout the experience.
One of the main challenges was maintaining visual and interaction consistency across multiple task flows, as each team member was responsible for designing a separate flow. To address this, we established a shared color palette and brand guide to align typography, UI components, and visual hierarchy. This ensured design cohesion across all screens and resulted in a more unified and consistent user experience.
