Online platform

The Tovertafel is a device that projects games onto a table for people with cognitive challenges, for instance seniors with dementia or adults with intellectual disabilities. It is used in long term care facilities and day activity centers. The positive effects of the Tovertafel on the quality of life of the players have been scientifically proven by independent partners.

The product is operated by carers as well as loved ones. Successful long term usage of the Tovertafel depends on them – but due to its innovative nature potential users are not familiar with the product. How can Tover effectively reach these users and provide them with the necessary information to create an enjoyable experience for the players? A digital platform seems to be the way to go, but is it really?

The challenge

For a medtech company it makes a lot of sense to onboard and inform users through an online platform. But a few questions immediately arose:

• Who exactly is going to visit the platform?

Care staff is under a lot of time pressure. They have a plethora of tasks and prefer to spend remaining time with residents or clients.

• Why would users visit the platform in the first place?

We assumed that providing relevant content is the key to attract users. But what would be so interesting or inspiring that it would draw our busy users come to an online platform?

• How could we present information in the best way?

And: is an online solution a good direction in the first place? Many carers emphasise they prefer a personal explanation, rather than searching for it.

The process

First we wanted to make sure that we were designing the right thing, before designing the thing right. The double diamond design process is a great tool to come up with the right solution for complex, intertwined problems.

Defining the problem

As input for this stage we used a mix of available information (e.g. Net Promoter Score, Customer Satisfaction) and additional research (e.g. customer journey studies and expert interviews).

Developing the solution

During this stage, we focused on generating and exploring various ideas. To facilitate quick testing and iteration, we created prototypes using readily available online platforms such as Zendesk. Collaborating closely with care professionals at Tover's 'co-design locations', we co-designed and refined the different modules.

Through this process, we discovered that users are receptive to digital solutions, provided they are user-friendly and offer targeted answers to their specific questions and situations.

The result

My Tover is an resourceful online platform. It was initially tested in The Netherlands and Belgium, and quickly refined based on valuable input from users and international distributors. This optimised version was then successfully launched in 10 countries worldwide, representing a significant step forward in Tover's international growth.

Impact on Tover's customers

• Enhanced accessibility: Customers worldwide get 24/7 access to Tover's online platform with the latest product information and training materials.

• Flexible onboarding: Care staff can easily onboard and find inspiration at their own pace and preference.

• Improved support: Faster responses and clearer solutions mean customers get timely assistance when facing issues.

Impact on Tover's business

• Efficiency boost: Tover and its distributors experience increased efficiency and reduced workload, thanks to streamlined support processes.

• Consistent branding: Tover's brand gains a stronger, more uniform presence across online and offline channels, enhancing recognition.

• Scalable customer relations: The robust online platform fosters closer customer connections and enables innovative business models, paving the way for growth.

We didn't know it at the time, but My Tover proved to be a great asset to prepare Tover for the COVID-19 pandemic. Care homes and day activity centers were in lockdown. This ruled out Tover's on-site visits for instructions or troubleshooting. In unforeseen circumstances, My Tover emerged as an invaluable resource, providing support to users during the challenging times of the pandemic.

The customer's response

"I like that everything is in one place, allowing us to make optimal use of the Tovertafel." · Team lead

"My Tover is a beautiful and well-organised platform. On the homepage, you can clearly see where to find everything." · Day care supervisor

"On My Tover, you can find things very easily. I especially found the instructional videos very handy." · IT-manager