Crann Centre

Challenge

Crann Centre participated as a client in the 12-week MTU Innovation Challenge 2025, where I worked on their presented challenge: Design a mobile application that seamlessly helps their patients book sessions and connect with support staff.

My Role

I led the UX research and design process; conducted user interviews, mapped pain points, identified opportunities for digital service improvements, delivered a high-fidelity interactive prototype, and worked closely with key stakeholders throughout the process.

Solution

The solution address the client engagement challenges by implementing a centralised scheduling system. A mobile app with accessibility features streamlines bookings, reduces staff workload, and enhances the experience for individuals with neuro-physical disabilities.

Secondary Research

The research focused on understanding users’ disabilities, challenges, and support needs. References were gathered from research articles, journals, and books, sourced through Google Scholar, library archives, and third-party databases.

Key Research Findings

• People with Spina bifida tended to have a lower IQ
• Reduced Mobility
• Difficulties with planning complex tasks
• Families and caregivers face stress, burden, due to unmet needs

Service Blueprint

The service blueprint mapped the entire user journey, identifying pain points and opportunities for digital improvement across scheduling, communication, and support services; directly informing the mobile app design and highlighting areas for broader system optimization.

User Interviews

The interview was conducted to gather into user behaviour, needs, and their pain points.

Participant profile

• 4 participants (Included Crann Staff)
• Profile: Caregivers, People with Disabilities, Families
• Format: Semi-structured interview

User Interview Findings

• Scheduling appointments is time-consuming, takes around 28 minutes per user
• Missed event and session updates due to ineffective notifications
• Difficulty accessing computers due to physical limitations
• Frustration when staff members are unavailable

User Persona

Persona represent individuals with neuro-physical disabilities. Highlighting their frustrations, needs, and habits to shape a more accessible scheduling solution.

Define Problem

Based on the findings, the brainstorming process led to the formulation of the following HMW question:

How might we help individuals with neuro-physical disabilities easily book appointments and feel supported?

This question guided the design process, focusing on accessibility and reducing the burden on both users and staff.

Ideation Process

To generate potential solutions, two ideation methods were applied:


• Six Thinking Hats: 
Used to assess the feasibility, risks, and potential impact of ideas.

• How/Wow/Now Matrix: 
Categorized ideas based on ease of implementation and impact.

Storyboard

Emma enrolls in the Mobility Service at Crann Centre, books a session through the app, and attends her appointment. The storyboard maps her key actions and emotions throughout the journey.

User Flow

The session booking flow differentiates between paid and unpaid services, ensuring a seamless experience. Paid sessions guide users through the payment process, while unpaid services bypass it, simplifying the journey for better accessibility and efficiency.

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Low-Fidelity Wireframes

Low-fidelity sketches were created for key screens to focuses on simplifying the user flow to reduce cognitive load, making scheduling easier for individuals with neuro-physical disabilities. Tasks were broken down into clear, step-by-step actions to support their mental processing needs.

High-Fidelity Wireframes

The high-fidelity designed were adhering to Crann’s brand guidelines to maintain a consistent look and feel. The design follows WCAG 2.0 accessibility standards, ensuring usability for individuals with neuro-physical disabilities. Key considerations included minimizing interaction costs, optimizing touch targets (48pt–56pt).