This great image is made and owned by Christian
2018 // 20 weeks // 2 people
Master theses project in collaboration with Malmö call center & Transformator design
Guide Malmö Call Center to handle the ageing population of Sweden and the growing pressure on elderly care.
Use a Service design approach to envestigate the needs and behaviors of different parties within and outside of the service.
Designing a service to help people to create new relations when the old ones have faded.
THE SERVICE TODAY
As we did discover the ecosystem of the service one behaviour group was extra interesting. This was the kind of users who were using the alarm without any severe risk, users who mostly used the alarm in search of a human contact. At the time of the project, there were 25 users, of Malmö Call Centers 7250 users, who were responsible for 25% of the alarms which were a part of this group. This caused a drainage of energy for the operators who felt it was hard to stay concentrated when talking to the same person over and over again and a stress for the staff of home service when the operators had to alarm them in there work.
of al calls
The alarm was developed to take care of the elderly who experienced unforeseen situations. But it was clear for the operators at Malmö Call Center that a lot of elderly experience involuntarily loneliness. Understanding what loneliness is, how it affects us and what factors of ageing makes us more likely to experience involuntarily loneliness was a big part of the project.
Several elderly see their old relations fade, this can be because of friends getting dementia or passing away. In situations like this, the best treatment has shown to be a community one can belong to.
TECHNOLOGY AS A BARRIER
Getting older means new needs. A lot of the information needed to handle these needs are found on the internet and therefore requires some technological experience. Although the technological experience differs a lot for each user, meaning the help needed might be there just not found by the one in need.
The link between involuntary loneliness and a social community
The primary need for this need group was to find social community, meaning not only someone to talk to but also a community to belong to, people to be around. And all around in Malmö, these communities was found just not by the elderly in need, therefore the service was developed to make it easier for the elderly to find these communities. Furthermore, the service was designed to make the step between loneliness and the outside world smaller by designing the service with reference to John T. Cacioppo’s EASE model.