Background Context

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Background

Honor acquired Home Instead in August 2021, aiming to transition franchises onto the Honor Care Network. Forty percent of Home Instead franchises had multiple locations, requiring system updates to support multi-location businesses.

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Challenge

The platform needed to support granular and aggregated data views for hundreds of new franchises to ensure a smooth transition and maintain operational efficiency.

My Role

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I was the sole designer from February to August 2022, collaborating with one product manager, six engineers, and two data scientists.

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Users & Stakeholders
Updates affected all users. Close collaboration with the implementation team was essential for transitioning organizations onto the platform.

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Scope & Constraints
No initial constraints. The goal was a quick V1, with simultaneous design and engineering efforts requiring close collaboration.

Process and Thinking

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Discovery
I reviewed four applications to understand how organizations were managed, focusing on a system-level change rather than individual feature updates. Consulted with tenured colleagues for system-wide insights.

Data Structure

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Introduced "parent" and "child" organizations to reflect real-world structures. Key questions addressed included data assignment to parent vs. child organizations and user permissions. Collaborated closely with the PM to validate decisions.

Naming Framework

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Developed a structured naming system for franchises to ensure consistency. Names were pre-populated using concatenated data from new fields, e.g., "Home Instead - Johnson (234)", to avoid confusion and maintain clarity across the platform.

Display Decisions

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Created mockups to determine what organization information to display in various UI contexts. Considered user roles, context, and screen space, ensuring relevant information was shown without overwhelming the user.

Outcomes and Lessons

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Outcomes
The updates provided a unified way for operations to input and view multi-location data, and partners could toggle between views seamlessly.

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Lessons
Using real data early in the process uncovered potential issues and ensured comprehensive solutions. Selected four organizations for data testing to validate assumptions and refine solutions.