Whispers of Comfort:
Designed a digital tactile product and developed an integrated design process for both the application interface and the tactile product, enabling users to alleviate emotional trauma from bereavement by controlling the product through a digital application
Summary
I identified a gap in grief support through two user research studies, which revealed that existing digital solutions lacked empathetic, human-like interactions. Users also struggled to find the right balance between structured therapy and personalized emotional support.
To address these challenges, I designed and tested a digital therapy tool integrating AI-driven conversations and tactile comfort. Through 10 user interviews and over 300 survey responses, I refined the solution and collaborated with stakeholders to ensure alignment. The project prototype focuses on providing grief-specific support that is accessible and customizable, offering users a new way to process their emotions
My Role: UX Designer, Research Lead
Skills: User Research, Interaction Design, Prototyping, User Testing
Core Team: Professor, Developer
Tools: Figma, Google Forms, Qualtrics
Timeline: 05.2024 - Present
Identifying the Problem
Problem space & context
Individuals who have lost loved ones, especially those who feel isolated or lack close support networks, often struggle to find accessible, continuous emotional support. While traditional therapy offers relief, existing digital solutions fail to provide the empathetic, human-like interactions these users need to process their emotions effectively.
How can we design a digital application that allows users to effectively manage and alleviate their emotional trauma from bereavement?
Challenge
Solution
Design digital tactile product and develop an integrated design for both the application interface and the tactile product, enabling users to alleviate emotional trauma from bereavement by controlling the product through a digital application
Research
Persona
We created personas first to better understand our specific target audience—individuals suffering from bereavement—and to ensure our design decisions were empathetic, user-centered, and aligned with their unique emotional needs.
Emily Cater:
Background: Lost her father unexpectedly; experiences frequent grief triggers related to family gatherings and specific holidays.
Coping Style: Uses journaling and talking to friends but feels these lack the depth needed for processing her emotions.
Needs: Wants a tool that combines emotional validation with tactile comfort to help manage intense feelings during grief episodes.
Mei Lin:
Background: Recently lost her spouse, feels isolated without a close support network.
Coping Style: Relies on meditation and calming activities; seeks comfort through memories but struggles with sudden emotional triggers.
Needs: Desires a digital support tool that feels personal and provides a sense of companionship during lonely moments.
Hypothesis and assumptions based on personas
Traditional therapy generally offers relief, but users need accessible, ongoing emotional support that provides a sense of empathy and companionship, especially during moments of loneliness and emotional triggers
Users value tactile interactions with comforting objects, as physical sensations can provide additional emotional support and grounding during grief.
Users seek customizable support tools that allow them to manage when and how they engage with grief support, enabling a balance between digital and personal interactions.
Privacy and emotional authenticity are critical; users are more likely to use AI-based grief tools if they feel their data is secure and if interactions feel genuine and human-like.
User Interview and Online Survey
We screened participants through an initial questionnaire, selecting individuals based on their grief experiences. I conducted about 10 in-depth interviews, ensuring diversity in age, relationship to the deceased, and emotional intensity. Additionally, I gathered quantitative insights from over 300 online surveys to complement the qualitative interview data.
Understand Emotional Responses and Support Needs: Identify users' emotional reactions to grief, coping mechanisms, and the types of support they find most beneficial.
Evaluate Digital vs. In-Person Support Preferences: Assess users' preferences between traditional, in-person support and digital tools, especially regarding continuous and empathetic care.
Explore Comfort with AI and Privacy Concerns: Gauge users' comfort levels with AI-driven grief support and address any privacy or authenticity concerns.
Define Key Features for a Grief Support Product: Discover specific features and tactile elements users desire in a grief support tool, focusing on those that enhance comfort and emotional connection.
Data Analysis
Online Survey Analysis
Age-Specific Needs for Grief Support
Our research identified core needs across age groups, such as emotional support, physical comfort, and grounding techniques, essential for effective grief management. Younger users (18-30) prioritize sensory features and interactive elements like AI voice, while older users (41+) value practical support and non-human tactile comfort.
Physical comfort is universally significant, with distraction techniques particularly crucial for those aged 41-50. Notably, users aged 61-70 display greater openness to new solutions, suggesting flexibility in technology.
Exploring users’ coping mechanisms for dealing with grief
Our research revealed that users value two-way communication over solitary coping methods, such as digital support tools or self-help books, which lack interactive engagement. While users often rely on human interactions, we found out in user interview that many struggle to find the right therapist, highlighting a gap in accessible, effective two-way support options for grief management.
Assessing users’ comfort levels with AI-based grief support products.
Significant number of users feel uncomfortable with sensory features like voice replication and photo manipulation. Many respondents expressed concerns about the authenticity of AI interactions, noting that these elements lack the warmth and human touch they seek during grief. Additionally, comfort with AI-based interactions in general was mixed, as users desire a more empathetic, human-like presence in digital support tools.
User Interview Analysis
Results:
Preference for Two-Way Interaction: Users expressed a preference for interactive, two-way communication rather than one-way coping methods (e.g., reading self-help books or using static digital tools).
Difficulty Finding the Right Therapist: Many users struggle to find a therapist who meets their specific emotional needs, creating a barrier to effective support during grief.
Common Emotional Triggers: Specific events, locations, and social media memories frequently trigger grief, intensifying feelings of loss.
Coping Mechanisms: Users rely on a variety of coping strategies, including connecting with friends/family, using physical comfort items, and engaging in mindfulness activities.
Skepticism Toward AI Imitation: Some users are uncomfortable with AI replicating the voices or images of their loved ones, preferring support that feels human-like without crossing personal boundaries.
Importance of Tactile Comfort: Many users find comfort in physical items like blankets and stuffed animals, indicating a strong association between tactile sensations and emotional relief.
Key Takeaways:
Empathy and Personalization Are Key: Users seek a digital therapy tool that feels empathetic and personalized, as they often find current digital solutions too impersonal to meet their emotional needs during grief.
Value of Physical Comfort in Digital Tools: The preference for tactile items suggests that integrating physical, sensory-based support in a grief tool could effectively address users’ emotional needs.
Flexible, Accessible Support Options: While in-person support is preferred, digital solutions are valued for their flexibility and accessibility, especially when traditional support isn’t available.
Need for Boundaries in AI: Users are open to AI-driven interactions but want to avoid features that closely replicate loved ones. Maintaining boundaries in AI design is essential to user comfort and trust.
Conclusion
Our research—spanning both online surveys and in-depth user interviews—revealed a clear need for a grief support tool that combines empathetic, human-like interactions with tactile comfort. Users consistently expressed discomfort with AI features that attempt to replicate loved ones’ voices or photos, highlighting the importance of authenticity and emotional boundaries. They also showed a preference for two-way communication over solitary coping methods, emphasizing the need for interactive, responsive support.
Given the struggle many users face in finding the right therapist and the limitations of existing digital tools, we concluded that a digital therapy solution should leverage AI in a way that feels genuinely compassionate and human. Our goal is to offer continuous, accessible support that respects user comfort levels with AI, addressing their emotional needs without compromising the authenticity they seek in times of grief. This solution aims to bridge the gap between traditional therapy and digital tools, providing a safe, comforting space for users to process their emotions.
Iterations & User Testing
In Progress