Dira Design Portfolio - Presentation Manor Senior Living Case Study

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WEBSITE REDESIGN

The 3-Week UX redesign that made this senior living website more accessible, intuitive and engaging

PROJECT OVERVIEW

Client

Presentation Manor for Senior Living is a non-profit toronto-based residence offering seniors personalized care, enriching programs, and a supportive community that fosters independence and belonging.

Problem

As the primary digital gateway, Presentation Manor’s website struggles to effectively showcase its offerings, from detailed amenities and services to transparent pricing and room availability. This lack of accessible information and clear navigation hinders its ability to attract prospective residents and their families, limiting bookings and engagement.

My role

I collaborated with two designers to conduct user research and deliver a prototype for Presentation Manor’s website, enhancing access to information and user engagement while addressing stakeholder goals.

Project Specs

User Research , Prototypes

Non profit , Accessibility
March 2024, 3 weeks timeline

HOW THIS PROJECT STARTED : UNDERSTANDING THE PROBLEM

Imagine you’re helping a loved one find a comfortable, caring home for their golden years. You search online, looking for clear info on services, availability, and pricing. But what if it’s hard to find?

That’s exactly what was happening at the senior home where I volunteered as a painting instructor for years. One day, while chatting with the director of recreation, she shared how they were struggling to book tours. People were wowed when they visited in person, but the website just didn’t show all that the home had to offer.

Seeing this as an opportunity, I jumped at the chance to help. We began to think about how we could make it easier for families to find everything they needed online, showcasing the home’s true value and creating a seamless connection between their wonderful in-person experience and the website.

INVESTIGATING THE GAP

To grasp the Presentation Manor community’s needs, we engaged with their experiences and uncovered what truly mattered to them.

We engaged with a diverse group of stakeholders—management, residents, and families exploring senior living options—conducting interviews remotely and gathering insights and answer some key questions:

- What do people looking for a senior home want?
- What are their specific needs and their previous experiences?
- How do they prefer to engage with the website?

What We Learned

After our interviews, we created an affinity diagram to organize insights and identify common themes. and pieced together a clearer picture of users’ needs and experiences.

seeing is believing

Users heavily depend on online research and personal recommendations to make informed decisions when looking for a senior home especially after the pandemic. The website’s inadequate images of common areas and outdated testimonials hindered a positive user experience.

missing essential information

Key details, such as pricing and suite availability, are often buried or absent altogether, leaving families searching for answers without a clear understanding of their options.

visual disconnect

The website lacked 3D walkthroughs and preview of individual suite options. Lengthy video tours and outdated images hindered users’ connection with the living experience, while separate PDFs for essential info like activity calendars and floor plans added to the confusion.

“ The journey of finding a place to care for our loved ones is deeply emotional, filled with the struggle of letting go and entrusting their well-being to others. So we were more picky“

- Quote from User Interview

During our user interviews, we stumbled upon an unexpected treasure trove of insights that felt like a live heuristic evaluation unfolding before our eyes.

too many styles for links and buttons

The website’s design was had too many styles for links and buttons, making it hard for users to spot what they needed. Some text links got lost among regular text, leading to confusion and missed opportunities for users to engage with the site.

struggles with visual hierarchy

While the website incorporated various button styles, it struggled with establishing a clear visual hierarchy. Important calls to action (CTAs) were not prominently highlighted, as they lacked the necessary emphasis through primary button styles.

color contrast concerns

The website did not meet accessibility standards for color contrast, particularly in the buttons, footer and navigation bar which had grey text, making it hard for visually impaired users to see important elements. They were difficult to read and look disabled.

Understanding Our User

This process allowed us to create a user persona that encapsulated the needs and preferences of our target audience, guiding us as we moved forward in our design journey.

Zoey McMurter

52yo, Interior Designer
Scarborough, Ontario

goals

Find a senior residence that offers essential amenities, clear communication with staff and stay updated on her parent's well-being.
Prioritizes finding a senior home with universal design for inclusivity, accessibility, and diverse needs.

needs

Interested in learning about social activities, cultural outings, community events, and resident engagement opportunities.
Needs detailed information on healthcare services and specialized care programs.

pain points

Frustrated by limited senior homes that meet care standards, along with concerns about costs and insurance coverage.
Experiencing communication delays with senior home representatives.

Bridging Perspectives: Uniting Stakeholder Insights with User Needs for an Impactful MVP

The insights I gathered from our stakeholder interviews served as the guiding compass for our redesign journey.

Every conversation revealed their vision for addressing the complexities of user experience, shining a light on key areas in need of enhancement. As we delved into their stories, it became clear where meaningful improvements could truly make a difference.

showcase community vibe

Utilize videos showcasing social activities and resident testimonials to communicate the living experience effectively.

immersive visual experience

Incorporate diverse and immersive videos to offer visitors a realistic experience of the community.

modernizing website design

Address the outdated blog- style website layout and enhance user-friendliness for better navigation.

streamlined navigation

Minimize scrolling and optimize navigation to accommodate users with fine motor skills or poor vision

comply accessibility standards

Ensure the website meets accessibility standards to provide equal access to individuals with disabilities.

“ We offer a lifestyle not just a home. What sets us apart from other senior living communities is our unique lifestyle and the sense of community we offer and we want our website to be a reflection of just that.“

- Quote from Stakeholder

SKETCHING THE EXPERIENCE

After analyzing competitors’ strengths, conducting a closed card sorting exercise to refine the information architecture, and developing a mood board, I set out to sketch the prototype.

While my teammates concentrated on the mobile version, I poured my energy into creating detailed, user-friendly designs for the desktop experience. Through our visual journey, a clear workflow emerged, highlighting several key steps:

Finding Information in Fewer Clicks

Picture this: you’re exploring a website, but instead of clicking through several pages to find what you need, you can get there in just one or two clicks.

By adding a secondary navigation bar, we simplified the process, allowing users to complete tasks or find content in far fewer steps.

Finding the Right Care, Made Simple

We understood that many families felt overwhelmed when trying to choose the right type of care for their loved ones.

To ease that burden, we propose introduction of service cards along with a care type quiz. These simple, interactive tools would guide users through the process, helping them understand the different care options available.

A Glimpse into Home Life

We recognized that families wanted a clear view of where their loved ones would call home. To address this, it was crucial to have a carousel showcasing vibrant photos of the recreational areas and facilities and 3D walkthroughs of the state-of-the-art amenities, allowing families to virtually explore the community and gain peace of mind.

Explore Floor Plans with Ease

To simplify the search for the ideal living space, we proposed a quick preview of various floor plans and room options, complete with key details on availability and pricing. Families could easily compare choices, and an additional option of a 360 virtual tour of each option.

making neighbourhood discoverable

Finding the perfect home for loved ones involves considering the neighborhood, so we introduced an interactive map highlighting the area surrounding the senior living community.

BUILDING THE EXPERIENCE

"It’s overwhelming to find the right information, everything feels disorganized, and I don’t know where to begin."

Solution 1 : Finding Information in Fewer Clicks

We redesigned the landing page to create a more welcoming, user-friendly experience, updating the UI to foster warmth and connection, especially for those exploring senior care options.

🧭 Optimized navigation and clearer CTA's : Removed redundancies for smoother access to key information.
ℹ️ Secondary navigation bar : Added for quicker access to content with fewer clicks.
👐 Accessibility compliance: Ensured usability for users of all abilities.
📋 Brief questionnaire : Helps users quickly identify the right type of care, simplifying decision-making.

Improvements Made to Home Screen

"It’s hard to imagine what the spaces are like with just text—I wish I could see more."

Solution 2 : Adding Visuals and Virtual Tours for an Engaging User Experience

Before, the website simply listed common areas in a plain, text-only format, which made it harder for users to visualize the spaces. To improve this, we added relevant icons next to each area and introduced virtual tours. This not only made the information clearer but also gave visitors a more engaging way to explore the features of the common areas, helping them feel more connected to the spaces.

Better Readability With Icons

"Where can I preview the floor plans—I just want a clear view of the options and layouts. "

Solution 3 : Side-by-Side Comparisons and Floorplan Previews for Better Suite Selection

We completely reimagined how suite options are presented, making the process of comparing and selecting a suite much simpler. Now, users can see the different suites side by side, allowing for quick, easy comparisons without any confusion or hassle.
To further enhance the experience, we introduced floorplan previews—giving users a clear, instant overview of the room layouts. These previews help users visualize the space and layout before diving deeper.

Exploring Floorplans With Ease

" Is it possible to see what daily life is like at the manor, the meals or activities for residents in the home?"

Solution 4 : Interactive Menus and Activity Calendars for a Vibrant Experience

🗂️ Dedicated section: Featuring sample menus and an interactive activity calendar for the current month.
🏡 Engaging glimpse: Offers a lively insight into daily life at Presentation Manor.
📋 Replaced lengthy PDF lists : making it easier to see meals and planned activities.

Improved Activity Calendar Access

" I’d love a calendar to book a visit—I’ve seen it on other senior home sites and thought it was a great feature."

Solution 5 : Simplify Booking and Inquiry Form for Effortless Engagement

We made it easier for potential visitors to connect with the home by introducing a new booking form.

This form provides two simple options:

one for those looking to schedule a tour
another labeled “Contact Us” for any general questions.

Whether you’re ready to set up a visit or just want to learn more, the new form ensures that reaching out was quicker and straightforward.

Improved Contact/ Tour Scheduling Form

MOVING FORWARD

What’s Next: Enhancing the Presentation Manor Experience

As we envision the future of the Presentation Manor Senior Living website, the opportunities ahead are as promising as they are vital.

Imagine integrating essential accessibility features that make the site user-friendly for everyone, ensuring no one feels left out in their quest for information.

We also see the introduction of an interactive chat feature, allowing visitors to ask questions and receive real-time guidance. This would create a supportive presence, helping users navigate the website with confidence and ease.

Lastly, we plan to enhance the activity calendar with interactive options, enabling users to view events in both traditional and list formats. This streamlined approach will make it easier for residents and their families to stay connected with community happenings.

Lessons Learned and Reflections

From collaborating with stakeholders to engaging with a diverse array of age groups and varying levels of computer literacy, I gathered a wealth of insights during this project. Here are some of the key takeaways:

empathy is a superpower

By truly understanding users’ emotions and challenges, we can simplify complex information to create a smoother, more enjoyable experience. Thoughtful touches, like interactive features, build trust and elevate how users perceive a website, turning it into a space that feels both accessible and engaging.

power of communication

During this project, I learned that effective communication and teamwork were crucial. As we navigated through various design elements, I realized that what made sense to me didn’t always resonate with everyone else. Regular check-ins and open discussions became our lifeline, helping us sidestep potential obstacles and keep the momentum going.

accessibility matters

Designing with accessibility in mind not only benefits users with disabilities but also enhances the experience for everyone. It taught us that inclusivity should be a foundational principle in design.

Want to know more? Let’s discuss!

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