Safe at Home
Municipal program to prevent falls of senior citizens
INTRO
This service was designed to better the lives of senior citizens in Jerusalem so they could live a great quality of life while feeling safe in their homes and community.
As people are getting older, fear and actual falling are increasing, 1 in 3 seniors from the age of 65 is likely to fall once a year and as time progresses they probably fall more and harm themselves. Falling in old age can cause: Physical and mental deterioration, long rehabilitation, and loss of independence can completely change the quality of life, 55% of all injuries occur at home and could be prevented with small adjustments.
CHALLENGE
How might we prevent falls of elderly residents in their homes?
DESIGN PROCESS
USER RESEARCH
20 interviews with senior citizens
1 Focus group
8 interviews with stakeholders (health services, NGO, nursing companies, social services)
Designed 4 archetypes of potential personas according to a matrix of active-passive and independent-dependent.
INSIGHTS
1# There is no place like a safe home-
as the sense of security and mobility inside homes increase, the quality of life in old age becomes better, and a sense of safety can make people live longer in the community.
2# Don’t look under me-
Senior citizens don’t want to ask for assistance and prefer to consume services that improve the quality of their lives but get scared of getting help or acknowledgment for their need for assistance, especially if they think of themselves as independent.
3# I don’t wanna hear about prevention-
sadly, People tend to wait for an emergency, and then it’s too late. Senior citizens know that prevention can increase their quality of life, but many don't take the time to invest in preventive actions such as exercising, cognitive activity, and making their home safe.
4# No strangers, please-
People are anxious for their personal space and self-security, and in old age, those feelings get stronger as people sometimes feel more fragile and afraid they will be exposed to exploitation and vulnerability by the unknown. Forming trust between the service and the senior citizen can be achieved by looking for common ground between the service providers and the users.
5# One meeting, multiple opportunities-
One on one meetings can encourage people to take action and be active outside, in the community, and for the community.
Those 5 key insights were the principles that guide the design of the new service.
CONCEPT
A free service that provides basic products, their installation, and guidance on home safety for senior citizens in Jerusalem.
PROTOTYPE
We decided to test all aspects of the suggested new service so we formed a prototype of the service for one month in one neighborhood in Jerusalem.
We were able to shape the experience we gain through observations and interactions with different users into a real service.
Prototype Components
PROTOTYPE INSIGHTS
1# Not just for myself:
Potential users that have high confidence in their independence, are active, feel healthy are willing to participate for others, family (“I’m doing it for them”), or community (“I’m fine but my feedback will be useful for others”). They will often highlight their advantage compared to others and will look to demonstrate how they are not yet affected by old age.
"...there is now a smoke detector, so it's good that it was found. The other products, like the (antislip) carpet, are an improvement. I think that for others it will be an improvement. I already made sure I’m safe before, so it's good that they came and emphasized the need for safety at home. It's good for those who know." Y.K, 73
2# I’m not alone so it’s not for me:
We had problems conveying the message mostly for people who felt secure because they were not alone, part of a couple, or surrounded and close to family.
"My son lives one floor below me, and he comes up all day to see how I'm doing" M.B, 78
"We are fine (me and my husband) maybe it will be relevant in another six months" S.T, 72
3# Horror stories:
Stories about falling of oneself or others, close or not, accompany potential users. In the initial conversation or home visits, we discover that it’s important for people to tell what scares them and where they are afraid the most. People gain confidence through the empathy and solution offered in the conclusion to their story.
"I'm very afraid of falling, I really have anxiety about it. I also hear every time from friends that this one fell and that one fell, I'm very careful when I'm at home and outside." Z.C, 75
4# Show off:
Some users were proud to be a part of the service and were happy by the value they got in such a short time (an hour visit at their home) as a result they became ambassadors to serve the service and its message around. They didn't feel needy but empowered and lucky.
"I spread it. First of all, I am a member of the "Amha" club (a club for Holocaust survivors) that meets once a week, so I told them. And I tell whoever I can that they did me this favor" E.T, 80
5# Empathy by the proximity of age:
The installation man who came to people's homes was successful because he was older and could connect and show empathy for the situations that occur in old age. Use his age as an advantage and a convincing card for changes at home and beyond.
"We old people sometimes forget the fire is lit, so I put a smoke detector so you don't forget" A.Y, 71 (Installer at the prototype)
"We're dragging our feet and can fall off the carpet, maybe we'll move somewhere else that won't bother you?" A.Y, 71 (Installer at the prototype)
6# Act of attention and kindness:
People felt they were seen and taken care of in the long run, sometimes it was the first time they got any attention from any social service of the municipality. It opens a window for further connections.
-"...want to get to know the neighborhood more, to study and perhaps return to work - to preserve its quality of life, the direction was carried out with the help of the community manager." J.L, 63