1. Empathy: Immerse yourself in the perspective of elderly users. Understand their specific challenges with technology, including visual and motor limitations, preferences for simplicity, and service expectations. If possible, conduct brief interviews or observe seniors interacting with similar apps to gather authentic insights. 2. Define: Craft a clear problem statement based on your empathy research. For example: "Senior citizens struggle to complete basic banking tasks independently because the current app features small text, complex menu hierarchies, and technical terminology, which creates anxiety and confusion." 3. Ideate: Generate diverse solutions addressing your problem statement. Use structured brainstorming techniques to expand possibilities. Consider solutions such as: Implement adjustable text size with high-contrast color options. Redesign navigation with simplified paths and prominent, descriptive buttons. Incorporate voice-guided assistance for common transactions. Create a simplified "essentials" mode that highlights frequently used features. 4. Prototype: Select your most promising ideas and transform them into tangible concepts. Develop a low-fidelity prototype using paper sketches, digital wireframes, or simple interactive mockups to visualize your proposed solution. 5. Test: Facilitate usability testing sessions with elderly users. Observe their interactions with your prototype, noting points of confusion, moments of delight, and opportunities for improvement. Gather both quantitative metrics and qualitative feedback. 6. Iterate: Refine your prototype based on testing insights. Make targeted adjustments to address pain points and incorporate suggestions that emerged during user testing. Consider conducting multiple iterations if time permits. 7. Reflection: Analyze your process and outcomes through the lens of Design Thinking principles: How did developing empathy transform your understanding of the challenge compared to initial assumptions? Which Design Thinking principles (user-centricity, experimentation, collaboration) proved most valuable in your process? In what ways did direct user feedback reshape your solution unexpectedly? What barriers or limitations did you encounter when applying these mindsets? Deliverable: Present your refined prototype alongside key insights from your process. Demonstrate how applying Design Thinking mindsets led to a more inclusive, accessible banking solution that empowers elderly users to manage their finances with confidence and independence.

SilverBank Mobile App Redesign Empathy Phase Findings After interviewing 12 seniors (ages 65-82) and observing their interactions with the existing app, our team identified key pain points: Small touch targets causing frequent mis-taps and frustration. Confusing banking terminology ("transfer" vs. "send money"). Fear of making irreversible financial mistakes. Difficulty remembering navigation paths to complete tasks. Problem Definition "Senior users need a banking application that builds confidence through clear guidance, simplified language, and forgiving design, because the current technical interface creates anxiety that prevents them from managing their finances independently." Solution Prototype Our team developed "SilverBank" – a redesigned interface focusing on three core principles: Clarity: Large, high-contrast text with simplified banking terminology. Confidence: Preview screens before all transactions with clear confirmation steps. Customization: Adjustable text size and a personalized "Quick Tasks" dashboard. Low-fidelity prototype showing the redesigned home screen Testing Insights Eight seniors tested our prototype with significant results: Task completion rate increased from 40% to 85%. Average time to complete basic transactions decreased by 62%. Self-reported confidence scores improved from 3.2/10 to 7.8/10. Unexpected finding: Seniors strongly preferred a "Talk to a Banker" button prominently placed on each screen, revealing their desire for human backup when needed. Iteration Highlights Voice Guidance Integration Based on testing feedback, we added optional voice instructions for each screen, activatable with a single tap, addressing both visual limitations and technology anxiety. Transaction Verification We implemented a "Review Before Sending" feature with large visual confirmations showing exactly where money is going and how much, reducing fear of mistakes. Simplified Navigation The app was restructured to require no more than 3 taps to complete any common banking task, with a persistent "Home" button to prevent users from feeling lost. Reflection on Design Thinking Process The most transformative aspect of applying Design Thinking was how our empathy research completely shifted our understanding of the core problem. We initially assumed seniors primarily needed larger text and simpler visuals, but discovered their deepest concerns were about confidence and the fear of making mistakes. User-centricity proved most valuable when we observed seniors struggling with our first prototype's "Quick Transfer" feature. We had thought it would simplify the process, but testing revealed it actually created anxiety by removing confirmation steps that users relied on for reassurance. This critical insight led to our "Preview & Confirm" approach in the final design. The greatest barrier we encountered was balancing simplicity with functionality. Each feature simplification risked removing capabilities some users needed. Our solution was the progressive disclosure design pattern, which presents essential functions first with optional "Show More Options" expansions. This example demonstrates how Design Thinking's human-centered approach leads to solutions that address not just functional needs, but also the emotional and psychological aspects of user experience.