CareCore
Reimagining Connections: A User-Centric Redesign of CareCore
The CareCore web app and website emerged reimagined—intuitive, accessible, and integrated. Every click and navigation path was intended to guide caregivers and employers through a journey defined by clarity and ease. The redesign not only elevated the user experience but also set a benchmark for digital empathy for the company to follow.
Empowering Caregivers in a Growing Workforce
CareCore targeted a specific segment of the United States workforce—caregivers—whose needs were not adequately met. Despite the workforce doubling in size from 2006 to 2016, wages stagnated, and caregivers earned a median income of $13,800. CareCore aimed to improve employment opportunities for caregivers, focusing on those not entirely comfortable with technology, and employers seeking qualified healthcare caregivers.
Enhancing the UX to Reduce Churn and Boost Onboarding
The platform faced significant challenges: a high churn rate due to applicants not completing the onboarding application, an inconsistent user experience across the site and web app, and lack of accessibility. The project's goal was to enhance the user experience, making it clear, consistent, and delightful, and to improve the onboarding completion rate by 46%.
Achieving Clarity and Consistency for All Users
The project aimed to achieve clarity, simplicity, consistency, and accessibility across the web app and website, enhancing the overall user experience for both caregivers and employers.
The Challenge of Measuring Success
Success was to be measured by tracking churn, task success, retention, and user satisfaction. Unfortunately, access to metrics was not available upon the completion of contract terms.
Strategically Unifying Accessibility and Usability Across Platforms
Website
Improved Accessibility and Information Hierarchy: Ensuring that all users could easily navigate and understand the site
Consistent Layouts: Standardizing elements across pages to reduce user confusion
Improved Information Architecture: Organizing content more logically for easier access
Web App
Improved Accessibility and Feature Discoverability: Making features easy to find and use for all users
Information Architecture and Progressive Disclosure: Structuring information more logically and revealing it in a way that keeps users informed of their onboarding progress
Crafting Solutions: From Research to Redesign
The redesign process began with stakeholder interviews, user research, and an audit of the existing site and web app. Key findings included issues with color contrast, information architecture, and the need for progressive disclosure during user onboarding. Rapid sketching was employed as an alignment tool to address fluctuating design requirements, leading to the final designs that focused on improved accessibility, consistent layouts, and a clear communication of user progress.
Mixed Results: Achievements and Unforeseen Challenges
The redesign led to an 18% improvement in caregiver onboarding application completion. However, detailed metrics were not accessible post-contract, and the client ceased operations in 2022.
Lessons Learned
The project underscored the importance of quick ideation to design transition, adaptability to changing requirements, and effective stakeholder and scope management. The rapid redesign of the website within two days highlighted the need for efficiency and prioritization. Advocacy for continuous user experience improvement and a cohesive rebranding campaign were key recommendations before the project's closure.