CareConnect: a UX Case Study

Hélène O'Brien
Feb 3, 2018 · 6 min read

CareConnect, a platform that helps users connect with trusted care givers in your area, on-demand

Reading time: 6 minutes

Methods: user interviews, contextual enquiry, affinity mapping, design studio, user flow, experience mapping, paper prototyping, wire frames, usability testing, digital prototyping.

Tools: Sketch, InVision, pen and paper.

INTRODUCTION

Hello and thank you for reading my post on Medium! I’m glad to introduce a project that I have been working on for Founders Factory during their interview process.

CareConnect enables people with special needs and their carers to research and book trusted and insured personal care assistants for limited periods of time.

For this one week project, I was tasked with creating a sign up flow for the primary carer (the person seeking care for an elderly person) for this product.

As part of this, I received a full brief including a problem to solve, core features, key user groups, stakeholder benefits and core assumptions.

THE PROCESS

1. Discover

User Interviews

Key user groups

Through a screening survey I recruited and interviewed over five users from our key user groups in order to understand their thought process.

Users’ Quotes

“Home care is hard to access and time consuming

“I would prefer a phone interview prior to booking”

“Bookings have a set minimum period of time which is challenging when you need someone for a very short time”

“It’s hard to get the buy-in from my mom, as she does not feel connected to the carer”

“When it comes to home care services, I care about reputation, price, flexibility and proximity

Benefits

The new app will…

  • give users a strong sense of control and greater understanding of the care assistant and how he/ she operates
  • make users feel more prepared and supported
  • give users easy online booking and payment
  • keep users clearly informed at all times with updated care history

Proto-personas

From the brief and further conversations, I identified three user groups:

  • The care professional or volunteer
  • The primary carer, seeking home care for his relative
  • The special needs person — Anna, who is living in Clerkenwell and is recovering from a stroke

Main persona

As the purpose of this exercise was to create the sign up flow for the primary carer, I decided to focus on James as he embodies our users’ pain points, needs and goals.

2. Define

The Problem

When looking for home care, primary carers are often:

  • Overwhelmed
  • Find it hard to access information
  • Frustrated by the high cost and lead time to book
  • Alarmed by lack of flexibility, humanity and compatibility

The Solution

A single point of contact where users can hire available and suitable care professionals near them, consult their experience, specialities, reviews and interest, and book their services for limited periods of time.

The Outcome

As a result, users can feel more in control and informed when searching for home care, offering them more choice and flexibility as well as peace of mind that their loved ones are happy and well taken care of.

3. Develop

Ideation

Over this session, I first focussed on designing one or two screens that would help users understand the benefits of the platform and quickly establish trust by disclosing awards and testimonials.

From user interviews, I also wanted to give them clear guidance as to the steps required to book a carer. The navigation bar and call to action button addressed this challenge.

Lastly, I wanted to ensure a smooth sign up and booking experience for users. This meant giving them flexibility in terms of location, date and time, but also extensive information about the professional carers.

User journey and user flow

In parallel, I developed the user journey and user flow that would help me further sketch the solution with each square representing a webpage.

This also allowed me to check and review that my initial designs made sense and that no pages were missing for the first round of testing.

Sitemap

I then created a map for the platform illustrating a simple, clear and intuitive information architecture, allowing users to find what they need to make a quick decision.

Paper prototype

Paper prototype and modular elements on the right hand side.

For the first round of testing, I created a paper prototype and the modular elements that would allow me replicate the interaction between users and the platform.

User Testing & Iterations

First version on the left, second version on the right.

The first iteration was about the homepage:

As you can see on the low-fi screen we first tested, there were several elements missing such as the ‘sign in’ button, the number for each step of the process.

This appeared to be confusing to users:
Is there a way I can sign in later?
Am I supposed to click on each section or is there any sequencing?

First version on the left, second version on the right.
First version on the left, second version on the right.

The second iteration was about giving flexibility to users:

On my first design, I had an input button for the date but time options were missing. From user testing, I realised that these options should be presented together as users wanted to quickly pick the time slots and dates they needed a carer for.

First version on the left, second version on the right.

The third iteration is about the ’personal details’ page, where users put their name and details but also those of the special needs person. Users were confused as to which details to put first and that sequencing the information needed to be reviewed. With this in mind, I swapped the information around so this would be more intuitive to users.

Mid fi prototype

Some of the mid fi prototype pages
Some of the mid fi prototype pages

Above you can see the evolution from paper prototype to low fi with the iterations incorporated from user testing.

4. Deliver

Some of the final hi fi prototype pages

Scenario

Peter needs to source some home care for his mother tomorrow from 9am to 5pm.

She lives in Clerkenwell and is recovering from a stroke.

He holds a visa card.

Prototype

Please click on the following link to launch the prototype: https://invis.io/GQFINBID83Y

User Feedback

“It’s very clear and obvious what’s happening, and what I should do within the platform”

“I love the fact that I can call the carer directly prior to booking”

RECAP

What I have explored:

  • Addressing users’ main concerns of quality, flexibility, humanity and affordability
  • A platform that allows users to review carer profiles and connect with them
  • Trustworthy way of recruiting carers
  • A pay as you go service, competitive and without any contract.

BEFORE YOU GO

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CONTACT

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For more information, please visit: heleneobrien.com

Hélène O'Brien

Written by

UX Designer with a love of research, prototyping and testing. https://www.linkedin.com/in/heleneobrienux

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