José Arias

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José Arias

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José Arias

CareCore

Unifying Onboarding, Profiles, and Web to Boost Caregiver Adoption by 18%

Shipped

A redesign that simplified caregiver onboarding, clarified profiles, and modernized the website to improve adoption and employer decision-making.

Note: Per a non-disclosure agreement signed by both parties, the name of the client was changed. Elements of the work produced for this project have been modified or omitted in their entirety.

Industries

Healthcare
Employment

Tools

Sketch
Paper sketching

Focus Areas

Strategy
Mobile Design
Web Design
Accessibility
Information Architecture

Team

Founder
Developer
Caregiver Specialists
UX Design Contractor (me)

Tools

Sketch
Paper sketching

Industries

Healthcare
Employment

Work

Strategy
Mobile Design
Web Design
Accessibility
Information Architecture

Team

Founder
Developer
Caregiver Specialists
UX Design Contractor (me)

Project Status

Shipped 2018

↑ 18%

Increase in onboarding completion rate

↑ 18%

Increase in onboarding completion rate

↑ 25%

Faster task completion observed in guerrilla user testing (n=8)

↑ 25%

Faster task completion observed in guerrilla user testing (n=8)

↑ 18%

Increase in onboarding completion rate

↑ 25%

Faster task completion observed in guerrilla user testing (n=8)

Overview

Building Trust Where Care Meets Design

CareCore was a HIPAA-compliant healthcare job marketplace connecting caregivers with employers, including service providers and families, seeking patient care.

When I joined, workflows across the platform and website had inconsistencies, bugs, and gaps that slowed onboarding, reduced profile clarity, and weakened the brand’s digital presence.

My goal: streamline onboarding, restructure caregiver profiles, and modernize the website to create a more intuitive, trustworthy, and scalable user experience.

Overview

Building Trust Where Care Meets Design

CareCore was a HIPAA-compliant healthcare job marketplace connecting caregivers with employers, including service providers and families, seeking patient care.

When I joined, workflows across the platform and website had inconsistencies, bugs, and gaps that slowed onboarding, reduced profile clarity, and weakened the brand’s digital presence.

My goal: streamline onboarding, restructure caregiver profiles, and modernize the website to create a more intuitive, trustworthy, and scalable user experience.

Context and Opportunity

Acting Before the Cracks Spread

The platform and its public site both needed immediate attention:

In-product: Low caregiver onboarding completion rates, incomplete caregiver profiles, and inconsistent navigation patterns.

Website: Unclear design and information hierarchy, and limited mobile optimization — creating a mismatch between marketing and the actual product platform experience.

By addressing both areas in parallel, we could improve the experience for existing users while attracting and converting new ones.

The platform and its public site both needed immediate attention:

In-product: Low caregiver onboarding completion rates, incomplete caregiver profiles, and inconsistent navigation patterns.

Website: Unclear design and information hierarchy, and limited mobile optimization — creating a mismatch between marketing and the actual product platform experience.

By addressing both areas in parallel, we could improve the experience for existing users while attracting and converting new ones.

The platform and its public site both needed immediate attention:

In-product: Low caregiver onboarding completion rates, incomplete caregiver profiles, and inconsistent navigation patterns.

Website: Unclear design and information hierarchy, and limited mobile optimization — creating a mismatch between marketing and the actual product platform experience.

By addressing both areas in parallel, we could improve the experience for existing users while attracting and converting new ones.

The Challenge

Designing for Two Audiences, One Experience

The platform had to serve two groups at once:

Caregivers — Struggled with dense onboarding forms, unclear instructions, and inconsistent labels.

Employers — Found critical details buried in profiles, making it harder to evaluate candidates.

The website compounded these issues by failing to guide either audience to take action or reinforce the product’s trustworthiness.

The platform had to serve two groups at once:

Caregivers — Struggled with dense onboarding forms, unclear instructions, and inconsistent labels.

Employers — Found critical details buried in profiles, making it harder to evaluate candidates.

The website compounded these issues by failing to guide either audience to take action or reinforce the product’s trustworthiness.

The platform had to serve two groups at once:

Caregivers — Struggled with dense onboarding forms, unclear instructions, and inconsistent labels.

Employers — Found critical details buried in profiles, making it harder to evaluate candidates.

The website compounded these issues by failing to guide either audience to take action or reinforce the product’s trustworthiness.

Problem Statement

Onboarding and profile workflows lacked clarity and consistency, reducing caregiver adoption and employer trust.

Problem Statement

Onboarding and profile workflows lacked clarity and consistency, reducing caregiver adoption and employer trust.

Problem Statement

Onboarding and profile workflows lacked clarity and consistency, reducing caregiver adoption and employer trust.

Process and Approach

Rebuilding for Trust and Ease-of-Use

01_Identifying the Gaps

01_Research and Insights: Identifying the Gaps

Conducted guerrilla usability testing (n=5) with caregivers to uncover friction points.

Reviewed support tickets and error logs to identify recurring issues.

Interviewed stakeholders to align business goals with UX priorities.

Conducted guerrilla usability testing (n=5) with caregivers to uncover friction points.

Reviewed support tickets and error logs to identify recurring issues.

Interviewed stakeholders to align business goals with UX priorities.

Conducted guerrilla usability testing (n=5) with caregivers to uncover friction points.

Reviewed support tickets and error logs to identify recurring issues.

Interviewed stakeholders to align business goals with UX priorities.

02_Accessibility and Performance Enhancements

Across both the product and marketing site, I optimized for WCAG contrast, touch targets, and clear error states — while recommending backend adjustments to speed up load times.

03_Targeted Improvements: In-Product

Onboarding
Grouped questions into logical sections, reduced redundancies, added progress indicators.

Profiles
Reorganized to highlight certifications, availability, and endorsements at the top.

Navigation
Standardized interaction patterns for faster wayfinding and fewer dead ends.

04_Targeted Improvements: Web Site

Visual Refresh
Updated typography, color palette, and layouts to align with the in-product UI for a cohesive brand experience.

Information Architecture
Restructured content to guide both caregivers and families toward action, with clear calls to sign up or request information.

Mobile Optimization
Improved responsiveness and load times to better serve users on slower networks or older devices.

Visual Refresh
Updated typography, color palette, and layouts to align with the in-product UI for a cohesive brand experience.

Information Architecture
Restructured content to guide both caregivers and families toward action, with clear calls to sign up or request information.

Mobile Optimization
Improved responsiveness and load times to better serve users on slower networks or older devices.

Visual Refresh
Updated typography, color palette, and layouts to align with the in-product UI for a cohesive brand experience.

Information Architecture
Restructured content to guide both caregivers and families toward action, with clear calls to sign up or request information.

Mobile Optimization
Improved responsiveness and load times to better serve users on slower networks or older devices.

Solution

From Friction to Flow

Onboarding became a guided, predictable process, reducing points where users got lost.

Profiles transformed into trust-first snapshots, helping employers evaluate caregivers quickly.

Navigation became consistent and intuitive, reducing extra clicks.

The website became a reflection of the platform's value: visually aligned, mobile-friendly, and clear in its messaging.

Onboarding became a guided, predictable process, reducing points where users got lost.

Profiles transformed into trust-first snapshots, helping employers evaluate caregivers quickly.

Navigation became consistent and intuitive, reducing extra clicks.

The website became a reflection of the platform's value: visually aligned, mobile-friendly, and clear in its messaging.

Onboarding became a guided, predictable process, reducing points where users got lost.

Profiles transformed into trust-first snapshots, helping employers evaluate caregivers quickly.

Navigation became consistent and intuitive, reducing extra clicks.

The website became a reflection of the platform's value: visually aligned, mobile-friendly, and clear in its messaging.

Results and Impact

Evidence of Progress

The improvements were measurable and meaningful:

↑ 18% onboarding completion after redesign.

↑ 25% faster task completion during guerrilla usability testing (n=8).

Positive qualitative feedback from employers that profiles reduced their time-to-decision.

Clarified information for both caregivers and employers.

Clearer alignment between web and product experience, and mobile performance, building user trust.

The improvements were measurable and meaningful:

↑ 18% onboarding completion after redesign.

↑ 25% faster task completion during guerrilla usability testing (n=8).

Positive qualitative feedback from employers that profiles reduced their time-to-decision.

Clarified information for both caregivers and employers.

Clearer alignment between web and product experience, and mobile performance, building user trust.

The improvements were measurable and meaningful:

↑ 18% onboarding completion after redesign.

↑ 25% faster task completion during guerrilla usability testing (n=8).

Positive qualitative feedback from employers that profiles reduced their time-to-decision.

Clarified information for both caregivers and employers.

Clearer alignment between web and product experience, and mobile performance, building user trust.

Lessons Learned

Key Takeaways

Act early

Small issues compound quickly in live products.

Act early

Small issues compound quickly in live products.

Act early

Small issues compound quickly in live products.

Consistency builds trust

Web and product surfaces should feel like one cohesive experience.

Consistency builds trust

Web and product surfaces should feel like one cohesive experience.

Consistency builds trust

Web and product surfaces should feel like one cohesive experience.

Embed accessibility

Designing inclusively from the start prevents costly rework.

Embed accessibility

Designing inclusively from the start prevents costly rework.

Embed accessibility

Designing inclusively from the start prevents costly rework.

Small-scale testing matters

Even five users can reveal and validate improvements.

Small-scale testing matters

Even five users can reveal and validate improvements.

Small-scale testing matters

Even five users can reveal and validate improvements.

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Helping mission-driven orgs design and maintain scalable products.

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Helping mission-driven orgs design and maintain scalable products.

EXPLORE

Work

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About

Contact