Senior Living Resident Engagement Platform Utilization and Satisfaction

Case
Study

Senior Living Resident Engagement Platform Utilization and Satisfaction

Synopsis

A three-campus senior living organization partnered with Link-age Connect to evaluate the effectiveness of their newly implemented resident engagement portal. Despite initial investment, resident adoption was lower than expected. Through a two-phase research approach—including resident focus groups and community-wide surveys—Link-age Connect identified key usability barriers and unmet needs. As a result, the organization chose to discontinue the platform, avoiding further frustration and capital loss, and redirected their strategy toward solutions better aligned with resident preferences.

Findings

INTRODUCTION

In this case study, Connect explored the Senior Living Organization’s newly implemented Resident Portal to learn how the residents were utilizing it, what they liked about it, and did not like about it. This case study demonstrates how Link-age Connect uses its specific Senior Living and Older Adult expertise to gather much needed resident insights and feedback on a large organizational capital investment.

CUSTOMER CHALLENGE/ OPPORTUNITY

This three-campus Senior Living organization had recently implemented a Resident Portal and was not seeing the adoption rates it was projecting. They wanted to better understand why this was happening through direct resident feedback.

RESEARCH STRATEGIES

Link-age Connect coordinated and deployed a two-phase study in all three communities. This study consisted of first, focus groups of residents to probe the pros and cons of the portal from the resident perspective and second, a survey to the broader resident community to gather more comprehensive data about the portal.

RESULTS & IMPACT

From the results of this study, the Senior Living Organization was able to make a research driven conclusion about moving forward with this portal, or to find another solution. They ultimately discontinued use of the portal and found another solution that better addressed the needs of the residents which were articulated in the research. This decision saved them thousands in further investment of time, resident and staff frustration and capital in the existing portal.

CALL-TO-ACTION

Before making significant capital investments in your senior living community, we invite you to reach out to Link-age Connect. Let us gather objective insights from your residents, their loved ones, or even your staff to bring a deeper understanding of the true need and to identify potential barriers to implementation. Completing this research provides your team with more meaningful data to help you make the best decision for your community/organization.

INTRODUCTION

CUSTOMER CHALLENGE/ OPPORTUNITY

RESEARCH STRATEGIES

RESULTS & IMPACT

CALL-TO-ACTION

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Case
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