Improving communication between care home staff and residents' loved ones


Esperi offers full-range care and housing services in 200 care homes across Finland. Their clients include elderly people, people with disabilities, and people in mental or substance abuse rehabilitation.

An inherent problem with home care facilities for their residents is the disruption it causes to their family bond. This is felt by both the patient and their families. Esperi challenged us to find ways to fill that communication gap and bring families closer together while not disrupting the workload of the care workers.




Project Highlights

  • Real-time communication across platforms

  • Comprehensive customer and user research

  • Native iOS and Android app solutions

  • Ongoing product evolutions and improvements

  • Collaborative workshops to define project and business goals

Esperi visual heart

Finding Rewarding Behaviors

We undertook research to form a deeper understanding of the customers' needs and wants. We homed in on what kind of worries they have regarding a loved one living in a care home, and what would make them worry less. Through workshops and customer interviews we found that sharing the good everyday moments not only pleased the residents and their loved ones, but it would also make the care work more rewarding for the caregiver. However, their current tools did not provide the ability to share these moments very well.

Building Constant Communication

We implemented new communication tools that include features like a resident news feed and instant messaging for both customers and care workers. The care workers mobile app enables them to easily share updates to keep relatives up to speed on the care home resident's daily life and care home events. By also building in the ability for relatives to react to the updates we also delivered a response that left the care workers feeling fulfilled and rewarded.

Esperi visual mock illustration

Esperi visual speed

Speed to Market

In a roughly 6-month period, we had moved the project from concept to reality through a pathway of workshops and research to understand our problem and set our goals, to an in-market product with even more features than originally anticipated such as video sharing to further improve the depth of communication and the bond within families.

Technologies Used

React Native
AWS Lambda

circlesml-Tuomas Tuomas Nissinen
Senior Product Designer at Finlabs

It was great to be working on a new product that has such a clear value proposition. Our team designed and validated rapidly with all stakeholders and delivered a solution that accurately addresses user needs

Developing and co-creating new tools and services is crucial in reaching our goal of being a forerunner in quality. Finlabs did a wonderful job of discovering the stakeholder needs and conveying them into a solid product that has a big impact on our customer experience.

Arne Köhler, Head of Elderly Care at Esperi Care

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