Overview
Gecko Traxx tyres are a portable and affordable wheelchair accessory that enable people to get off the beaten track, allowing them to explore the beach and other off-road terrain that standard wheelchairs previously had no access to.
Branching out and launching their own customisable wheelchair line, they enlisted our help to improve the user experience of the scripting (measuring) process of a person before the custom wheelchair is built.
Our goal was to have a better understanding of both the customer's and scripter's experience and journey, and deliver an end to end solution, including branding and website accessibility.Problem Statement
Wheelchair users feel uncertain during the scripting (measuring) process and want better control and transparency through their journey of getting a custom wheelchair. Current technology and practices do not cater for this experience.
Deep Dive
Originally the client had identified that both users and scripters felt uncomfortable scripting for a wheelchair, and wanted to make this easier by using an online medium. However, we wanted to get a broader scope of both the industry and users hence we conducted interviews and surveys on online shopping experiences and the individual's experience acquiring a wheelchair. Additionally we conducted a SWOT analysis on their competitors, to identify any unique opportunities.
40
Google Surveys
3
User Interviews
&
Online Research
The Takeaways
We found that wheelchair users are far more concerned with how daunting the process of getting a chair is as a first time user. It’s hard to find succinct and helpful information, and users felt left out and powerless through the experience. This included things like waiting on therapists, waiting on funding approvals, and how to choose a wheelchair, etc.
Our team also interviewed Occupational Therapists (scripters) on what they currently experience and what thoughts they have on how the system could be improved. Findings showed good therapists are a large part of reducing measurement errors and fighting for sufficient funding. They voiced that collaborating with the wheelchair user was a key factor during the journey of a wheelchair build but it still needed serious improvement.