CASE STUDY: CareFlow Restoring the Human Touch to Geriatric Care

The Context & Problem: The "Paperwork Prison" 

Hong Kong is facing an impending "Silver Wave." Frontline social workers handle staggering caseloads of 40 to 80 families, leading to a 14.7% turnover rate. Through deep user research, we identified a haunting reality: caregivers like our persona, 56-year-old "Mrs. Chan," are trapped in a "Paperwork Prison." Information is scattered across WhatsApp, Google Forms, and physical folders, resulting in administrative overload and severe digital barriers.

Research: Evidence-Based UX 

As Lead R&D and UX Designer, I executed a rigorous research framework to ground our solution in professional needs:

• Modified-Delphi Method: Achieved professional consensus on design priorities.
• Strategic Interviewing: Established a formal "Questioning Route" (Krueger’s principles) and utilized "Five-Second Pauses" to encourage authentic self-disclosure.
• Segmentation: Grouped participants by technology familiarity for comparative analysis.

Process: Designing for Empathy 

I translated qualitative findings into specific UX affordances tailored for middle-aged frontline workers:

• Accessibility: Implemented 26pt minimum fonts, high-contrast palettes, and 72px touch targets (Fitts’ Law) to reduce physical strain and accommodate declining vision.
• Input Innovation: Shifted from "Writing-First" to "Speaking-First" workflows.
• Cognitive Load: Designed linear navigation paths and flat menus to prevent users from "getting lost."

The Solution: The CareFlow Ecosystem 

CareFlow is an AI-native operating system featuring:

• Wide-Spectrum Summary: Converts Cantonese speech into structured care records.
• All-in-One Workspace: Centralizes case information to eliminate tool-switching.
• Smart Follow-Up: AI-driven reminders for critical care tasks.

Impact & Reflection 

We transformed documentation from hours into minutes and enabled the scientific retention of client histories. Ultimately, this project proved that technology in social work should be a "silent partner." Our goal is to rebuild the workflow so caregivers can finally focus on the hands they are holding, rather than the folders they are carrying.