Improving care pro preparedness and capturing valuable feedback on care plans.
Native App Design
Product Thinking and Design
User Testing, Interviews, and Validation
This project focused on ensuring that care plans at Honor remained accurate and up-to-date, helping care pros stay well-prepared in their roles. The key objectives were:
1. Improving care pro preparedness by making care plans more accurate and accessible.
2. Gathering feedback from care pros to refine and improve the care plans based on their real-world experiences.
This initiative aimed to improve care quality while enhancing the day-to-day experience for care pros.
To better understand care pro preparedness, I conducted a discovery phase to explore key factors such as how care pros acquire information, the timing of access, and the gap between perceived and actual preparedness. Through a combination of existing research, workflow mapping, and discussions with the operations team, I gained valuable insights that helped frame the problem and guide the design process.
I took a broad approach during this phase, exploring multiple potential solutions before narrowing down the most practical ones. I considered factors like placement, contextual relevance, user accessibility, and language to ensure that the solutions would be aligned with care pros’ needs. Throughout the process, I focused on balancing both user experience and technical feasibility, ensuring that the ideas could be implemented in a way that met business requirements.
The project evolved into a comprehensive solution with multiple entry points. I explored both task-specific and general feedback approaches, categorizing solutions based on attributes like specificity, prominence, and visibility. After working through a series of options, I compiled a table to present my recommendations, making it easier for the team to review and decide on the best path forward.
After extensive exploration, I initially developed a full solution that aimed to provide a robust approach to gathering feedback. However, feedback from stakeholders suggested that the full solution might be too time-consuming and that users might not be motivated enough to complete it. In response, I created a pared back solution that simplified the process while still meeting core objectives. Both solutions could be accessed either during a visit or at clock-out, providing flexibility based on care pros’ availability.
To determine which approach would be more effective, we proceeded with user research and testing to gather insights and inform the final decision.
We conducted semi-structured, moderated usability tests to evaluate both the full and pared-back solutions. Care pros responded positively to the dual-entry points, finding them accessible and intuitive. While both versions performed well, the pared-back solution stood out for its ease of use. Participants appreciated the simplified approach, which aligned better with their time constraints and motivation levels.
Based on these insights, we decided to move forward with the pared-back solution. This phase also provided additional feedback, leading to refinements in the workflows and notification system to ensure care pros were fully aware of the new feature.
To transition from design to implementation, I created the appropriate documentation, including redlines, annotated states, and a change log to ensure nothing was missed. Close collaboration with the engineering team helped us move quickly, addressing any questions and making necessary adjustments. A final bug bash QA session ensured everything was ready for rollout.
Overall, the project successfully streamlined care pro feedback, improving both the accuracy of care plans and care pros’ preparedness. The insights and collaboration gained from this project have informed my approach to balancing user needs with practical constraints in future work.
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