Value of Design Award
Journey 20 Resident App | Design Solutions that Enhance Lives
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Pou Rautaki / Strategic Leads
Amanda Stonex, Steven Christie, Dane Tatana, Mikey Milne
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Ringatoi Matua / Design Directors
Johan Wepener (Journey), Emily Underwood (Ryman Healthcare), Eilish Out-O'Reilly (Journey)
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Ngā Kaimahi / Team Members
Rowhan Kelly, Emily Underwood, Juliana Serafim, Dov Tombs, David Huai, Zihan He, Joe Miao, Naveen , Drishty Chopra, Naval Kaur, Lena Masena, Andy Robilliard, Jade Bowes -
Kaitautoko / Contributors
Rick Davies, Rachel Garrard, Cheyne Chalmers -
Client
Ryman Healthcare
Description:
The Ryman Resident App and Admin Portal is a testament to Ryman Healthcare’s commitment to enhancing the lifestyle of its elderly residents and improving operational efficiency for village staff. Designed with inclusivity and accessibility at its core, the app offers features like real-time village updates, an event calendar, PillDrop for medication deliveries, HomeCare assessments, feature onboarding, intuitive input modes, and an admin portal for village staff. This comprehensive approach ensures that residents can enjoy their golden years with ease, while staff can efficiently manage operations. The app's success is reflected in its high adoption and satisfaction rates, with 76% of independent households actively using it, 98% weekly active users, a CSAT score of 88%, and an NPS score of 57. The in-app promotions have also generated over $6,000,000 in sales, demonstrating its value to both residents and the organization. By focusing on user-centered design and extensive research, the Ryman Resident App and Admin Portal have become shining examples of digital innovation and user-centered design in aged care.
Judge's comments:
The Ryman Resident App and Admin Portal is a comprehensive digital solution designed to enhance the lives of residents in Ryman retirement villages across New Zealand and Australia. This is a really well rounded design story with impact that goes well beyond a bottom line. In a challenging category this is an example of well executed service design programme over a number of years and iterations, with some delightful user experience moments baked in. A magic trick of making the complex simple and working hard to engage customers in a topic - technology - that no doubt has its difficult moments, has ultimately succeeded in making residents lives better with stunning uptake, engagement and satisfaction metrics.