TTRS - Relay Services for the Deaf

TTRS (2021)

My Role : User research / Ideation / Conceptualisation / Interaction design / UX & UI design / Graphic design system / Implementation

The Teams : 5 designers / 10 technologists and IT developers

Duration: 6 months

#Digital Inclusion #Design for Disabilities

Overview

More than 300,000 Thai Deaf people using Thai Telecommunication Relay Services (TTRS), They struggle with non-intuitive interaction with the nature of the services. This lead disconnection between the Deaf and the hearing person

By integrating human-centred design to reimagine and redesign relay services for the Deaf and hearing-impaired people with the aim to promote an inclusive solution to the Deaf community.

Impact

An evidence-based design with empathy-driven approach to provide a seamless and humanised relay service application for over 300,000 Thai Deaf people.

How might we design inclusive and intuitive relay services for the Deaf people?

Ideation & Design

To design intuitive experiences and interactions into this platform, our team do in-depth interviews, produce materials (i.e. paper prototypes, wireframes and card sorting) and run several co-creation workshops to test new concepts, interactions, experiences, design and visuals with over 20 Deaf people and 10 interpreters to gather all feedback and suggestions for further development.

Design Outcome

The outcome of this project does not only improve experiences of the relay services but also suggest additional features with modern technologies to empower the Deaf people more independent and live on their own. Based on user research and validations of Deaf experts and technologists from Thai Deaf Associations, this ensures that all features are highly potential in the market and can be implemented.

With evidence-based design and empathy-driven approach, our team believes this application could create a more intuitive, transparent and seamless relay services for hearing-impaired people. In the big picture, we hope this would be a huge progress to raise awareness and promote a digital inclusion in Thai society.