Supporting carers in
a dementia-friendly community

Launch Site

VerilyConnect is a digital research platform aimed at assisting people who care for loved ones living with dementia, with the goal in mind of creating dementia-friendly communities throughout rural townships in Australia.

How might we reduce the sense of burden for carers and improve their personal health and wellbeing through a digital platform?

Challenge

Caring for a loved one living with dementia can be an emotional rollercoaster. Feelings of uncertainty, helplessness, frustration and isolation are prevalent factors leading to mental illness issues amongst carers such as anxiety and depression.

And, whilst the amount of quality information about dementia has dramatically increased in the past number of years, access to this information is often delivered through poor user experiences and contingent on efficient internet and mobile network access as which often excludes rural parts of Australia. Even in smaller townships, the availability of medical facilities and mental health support services is also more widely dispersed when compared to urban centres.

“I feel exhausted supporting my loved one and find it difficult to access information and services to make important health decisions for them”

— Phase One Participant Carer

Change

Verily Connect is a research project running in rural communities in Victoria, New South Wales and South Australia. It has been co-designed as part of a research project led by La Trobe University, in partnership with Swinburne University, Flinders University, University of Newcastle, and University of Saskatchewan (Canada).

Based on our work with health organisations focused on dementia research and education, Plural was appointed to partner with various research teams at the team at the John Richards Centre for Rural Ageing Research at La Trobe and Swinburne University.

Plural engaged in a user experience process to determine what kind of content, functionality and interactivity would best suit the objectives of the project. Co-design sessions included a series of research interviews and comprehensive workshops with carers and health support workers in sample communities to effectively map, analyse and prioritise a wide range of potential opportunities.

Top: The development and group validation of key user personas helped to clarify what user journeys might look like for carers, and what tools might support their needs. Right: Empathy maps that were created across the carer journey directly informed the development of interactive prototypes that could be tested with the group.
 
“Ongoing and “drip feeding” information – not just “dumping” at diagnosis.”

— Carer Insight

Accessing appropriate information at the right time was critically important for participants. The nature of initial advice or response participants received at the time of mounting signs of dementia with their spouse or relative either helped or hindered their search for information. Many family carers described feelings of helplessness and/or confusion in these early stages and then often withdrew when their first attempts at seeking help were rebuffed.



 


Our research and ideation formed recommendations for what content and functionality for the design and development of a multi-platform mobile and web application.


The app provides functions focused on improving the lives of carers such as a series of curated knowledge guides, a category based chat area, geo-targeted directories of local support services and guidance on where to find further information and social connection to other carers.

Mentoring Hubs

Volunteer-led peer support and mentoring “hubs” to assist older people in using and understanding online information and technology

Information Guides

Short guides containing specialised information about dementia and memory loss, about keeping well as a carer, and about services available to carers

Local Services

Geo-targeted directories to help users navigate health and aged care services as well as increase support and connectivity to providers

Chat System

Sometimes, the best support comes from others in the same situation. Users can share experiences, tips and more while caring

Video Conferencing

Carer peer support groups that meet and connect through video conference software for carers to swap stories and support other carers

User Analytics

Captures web and mobile interactions across cohort studies to gain further insight and optimise more engaging and relevant user experiences

 

A contemporary and accessible visual identity was developed concurrently for the purposes of giving the app its visual form, but also for marketing and communications materials with which to promote the app and the Verily Connect project as a whole to carers throughout the chosen project townships.

A thorough prototyping process, in consultation with project stakeholders, was conducted within 12 rural parts of Australia.

Impact

Software analytics and user feedback have been divided into rural cohort studies that are collated and reported on each month. By reviewing where users are located, what sections of the app they are visiting and engaging with, and what devices are being used for these interactions, the team is developing insights into how these sample groups are benefitting from access to quality information and peer support in order to determine how future formats may be improved.

Cohort townships

12

Client NPS evaluation

80%

User uptake since launch

+32%

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