THE “UBER” FOR IN-HOME NURSES & CAREGIVERS
Working with Aveanna, the team enhanced a platform for clinical staff to easily communicate and assign shifts to the veteran, in-home nurses. This streamlined a tedious, heavily regulated paperwork process into an accessible digital system that flowed the clinician’s workflow. At the end of 2019, 13 states had launched the platform.
UX / UI Design Lead | Toolbox No. 9
As the sole designer on the team, my responsibilities ranged from strategic thinking with product owners through to final design deliverables for testing and development.
Duration: 2019 | 12 MONTHS
Team: 4 Product Owners, 7+ Developers, 2 Quality Assurance
Aveanna came to Toolbox No. 9 with the goal to maintain and improve their beta platform.
At the time, Aveanna was the leading provider of in-home nurses and caregivers in 23 states. Aveanna needed to meet new regulations and reduce fraud through the application. Their aim was to create the “uber” for in-home care by developing a platform of applications that would meet these requirements and also better connect their employees and contractors.
The beta platform was made up of 2 key applications. First, a mobile application for in-home nurses to determine and requests shifts they would like to work. Second, a web application for Aveanna’s clinical admins to approve and manage shifts
Working closely with product owners to implement user feedback, I created design assets for the development team.
When starting, I took over designs that had already been finalized and moved into development. Aveanna had started rolling out the beta version of the platform in a few local clinics. My role, coming in, was to help implement user feedback with the product owners and to aid the development team by updating and maintaining design assets. One responsibility was to remake the design files and bring them up to the current version of the application.
Through user feedback, we determined the clinician application needed to be redesigned to better align with users' current workflow.
The clinical admins were a pivotal human checkpoint of information for the entire platform's ecosystem. The original application did not align or mirror their in-person paper workflow. This made it extremely challenging for them to adopt the application. Without the adoption of the clinicians, the other nurse application would not be able to function.
I began by holding collaborative sessions with key stakeholders at Aveanna to better understand how a “shift” flowed through the previous process. It was uncovered that clinicians focused on “clearing their board” of shifts. Each shift was scheduling a task that had a clear deadline, skill level requirements, and training requirements. Utilizing a task-based foundation, I redesigned the admin application to rely on a calendar visualization that clinicians were used to, while introducing priority tags to improve efficiency. The aim was to reduce the time needed to review information so users could focus on their other job responsibilities of caring for patients.
I created a high-fidelity prototype that was presented to the clinical admin for their input at one of the newly launched clinics.
From there, we continued to adjust visible patient information based on what was critical for clinicians. I added in features to help with matching nurses to patients and to schedule for a month at a time.
Additionally, a manager dashboard was added to provide more visibility to clinic managers into the efficiency of their team. As well as providing a space for them to see critical shifts that needed to be addressed.
I worked closely with the front-end development team adjusting designs and providing guidance as the application was rebuilt on an extremely tight timeline to have the platform ready within a month.
