2022.08 ~ 2022.09
Me, Shimin Chen (my design mentor), Engineer
Focus Group, Usability Testing, User Interviews, Information Architecture, User Flow, UI Design, Prototype
Professionally trained caregivers are assigned to assist disabled people and older adults at their home, providing services such as bathing, cooking, medicine reminding, and medical checks companion, etc.
I conducted user interviews with 4 care supervisors from long-term care organizations and the customer success team in Jubo to dive into features and the user flow of current Home Care System.
Is it efficient for care supervisors to verify leave applications, adjust shift schedule, and assign shifts in real time?
What information do care supervisors prioritize and value the most to respond to sudden changes of home care services?
Notification Center is packed by reminders from different sources, mainly including four modules.
Current notifications they receive lack of personalization and classification, mixing up with other modules and reminders for other supervisors, caregivers, and the organization.
Current user flow of verifying applications is complicated, they have to enter Application Center or click the link inside the notification from Notification Center to verify the application of leave requests and shift adjustment.
Directly view clear information in homepage, so that they can quickly and intuitively deal with leave applications and shift adjustment they need to verify, and shifts need to be re-assigned to caregivers.
I mapped out the user flow to identify which sections of information are prioritized to put into the home information card, and further designed dialogs of the four modules – Senior Leave, Caregiver Leave, Shift Adjustment, and Shift Assignment – after clicking the home card.
I explored three different types of data visualization to display quantities of pending applications and shift assignment replies that need to be verified and viewed.
I re-arranged information and presenting ways based on user priorities. And I conceived two different information processing flows for verifying applications and viewing shift assignment replies.
I conducted the usability testing and A/B testing with 4 Care Supervisors and Caregivers from long-term care organizations. It aimed to understand if initial designs are feasible and more intuitive for them to manage the service situations, and if the verification processing flow match their expectations.
Unverified data are more critical for Care Supervisors. And they sometimes can only verify leave applications, adjust shifts, and view assignment replies once a week.
Not only present pending applications every day in the home information card, but also an overview in recent 7 days.
Dialogs of home information card should provide features that Application Center does not have, for quicker and urgent responses to service changes.
Can verify short-term (7 days) applications directly in dialogs of home card, and have quick link to edit shifts in “Shift Schedule Management”.
For different purposes, Care Supervisors prioritize different information to consider approving or rejecting. And they prefer fewer clicks to browse all information.
Display all information fields without expanding or scrolling in need. Primary service changes and reasons are prioritized for verification.
Hover the horizontal bars of five modules, the pop-up prompt will display quantities in “Today” and “Past 7 Days”
My design was implemented in the system, and enhanced care supervisors’ efficiency of responding urgent service changes related to caregivers and seniors, improving the quality of home care management for elder care facilities.
