CaptureLive
Overview
CaptureLive AI is a medical startup that seeks to combine surveillance technology with artificial intelligence for the purpose of falls detection in primarily healthcare or aged-care residential settings.
Elderly patients or those physically impaired are at greater risk of falls. The use of camera technology is a new avenue being explored to assist with personnel or resource shortages to help monitor those individuals. However, some patients and customers have given feedback around privacy and comfort concerns. We were to explore how we could help them feel more comfortable with the product and to reassure them of safety, privacy and security.
Problem Statement
Professional carers and guardians of elderly or physically impaired individuals are unable to monitor them due to lack of resources and need assistance to prevent them from fatal injury.
My Role
Delivery Lead, User Research, Primary Interviewer
My role was to lead client interactions including interviewing, research, client liaison for project deliverables and setting the scope for the project. I was part of the team helping research and better understand monitoring and warning solutions to inform the creation of copy-writing for the updated website. The intentionality behind the tone and use of certain language was aimed to educate and assuage the variety of stakeholders involved.
Research
From the beginning, we worked off the clients main assumption that people were hesitant and even resistant to this system and sought to challenge this through extensive research and interviews (10 one-to-one interviews, 16 client surveys and competitor anaylsis). We were able to not only understanding the existing misconceptions but also how to address user concerns and ease their anxieties.
Competitor Analysis
It was important to understand the existing competitive landscape in order to better position our clients product. We found that existing competitors were either too product focused and lacked emotional appeal or were very emotional in their language but showed less transparency in product details. In order for CaptureLive to stand out, we needed to find a suitable balance between these areas and be focused in highlighting the important product functions, as well as specific in the language to appeal emotionally.
Research Outcomes
Professionals and carers were wanting to protect patients best interests. Often they were uncomfortable on behalf of the patient who didn’t share the same concerns as the benefits outweighed the risks.
Carers were receptive to the idea but wanted assurances that data and privacy were protected. They were overall more concerned with compliance. 9 out of 10 carers were receptive with the revelation that it can influence life and death.
Patients want someone to be informed if they’re at risk. They are concerned about how their data and privacy is protected but would participate willingly if their safety was compromised or if it provided loved ones with peace of mind. Patients ultimately advocated for safety above all else.
How Might We…
Provide patients with more control over their privacy and how their data is used.
Help users build trust and confidence in the product.
Assure patients that their data and privacy is well protected.
Support healthcare professionals and carers as they look after our loved ones.
Result
We were able to summarise our findings from the in-depth research into several practical recommendations presented to the client could that could be applied to the website redesign and also to any product marketing material.
Some of these recommendations included:
Helping to build consumer trust and confidence in the brand and product through transparent data and privacy policies addressing how data is collected and stored.
To feature testimonials and user feedback from healthcare professionals of varying statuses and background.
Visible and accessible product information.
Live demonstrations, tutorials and education around using the product.
Some other findings guided by research and feedback:
Allowing patients greater control over who has access and what they have access to
Choice to opt in or out of unique product features (i.e. privacy mode, video recording, data collection, security protocols).
Liaising with nursing unions, associations and special interested groups through development process
Compliance and approvals from relevant health regulatory bodies.