assist now
Assist Now is a mobile application that connects users with caregivers for emergency caregiving needs.
the background
Our client was a home care company that provided caregiving assistance to seniors, families, and professionals. Customers can call or use the company's website to book services that fit their needs.
Once they provided information on the services needed, the company would match them with a caregiver that satisfy their requirements.
roles
UX design / Wireframes
the PROBLEM
Over the years, our client noticed that their customers often needed immediate caregiving assistance. Since their current business model required customers to book caregivers in advance, they wanted to develop an app that could connect customers with available caregivers nearby.
Our client's goals were to simplify the caregiver booking process for customers, while allowing caregivers to select suitable jobs and to manage their own schedules.
the pain points
After conducting extensive interviews with our client, we identified the following pain points:
Our client valued inclusivity and wanted to serve all demographics. They needed to include a wide variety of services and health/safety certifications for caregivers and customers to select
Since the app was intended for emergency assistance, customers need to quickly book the right caregivers, and caregivers needed to be able to accept jobs with very little time
Customers who needed assistance were typically vulnerable (elders, children, disabled, etc.). Caregivers providing services on an emergency basis also needed a lot of information on the customers to feel comfortable. Therefore safety was an important feature for all app users.
HOW MIGHT WE
create efficient user flows that allow users to quickly browse, track, and manage job postings, while ensuring safety and clarity for all users?
the products
As the UX designer for this project, I was in charge of creating 3 products:
The Customer app
The Caregiver app
The Administrative portal
1.
the customer app
“I need a caregiver now!”
There were many types of care that a customer might need: babysitting, pet care, elderly care, outpatient care, etc.
In our initial design iterations, we tried to incorporate all care needs into one screen, which turned out to be too overwhelming for users who were trying to input information quickly while multitasking.
VERSION 1
Feedback after user testing: Clean design, but did not incorporate all elements, such as Date/Duration of the job, Age and Gender of the customer, Tasks Selections, Required Experiences, etc.
VERSION 2
Feedback after user testing: All elements were incorporated, but design was too overwhelming on the eye. Users did not know where to look, so they missed some required information. Not helpful for users who were multitasking under time pressure.
Our solution was to create a user flow that broke down the job requirements into questionnaire. Customers could designate job location, schedule the hours and duration, select type of care and tasks, and request for specific medical needs.
the caregiver selection process
After the customer posted a job, the app recommended caregivers that satisfy their requirements. Once the customer selected a caregiver, they had the ability to chat with the caregiver before booking.
To prevent miscommunications and to better manage services provided, we included a selection of auto-generated questions and responses, which also accelerated the booking process. This allowed the customer to screen for the right caregiver, while ensuring the app could monitor user activities for safety reasons.
Manage job history + schedule jobs
Beyond emergency caregiving needs, customers could also schedule caregivers in advance. They could manage their job posting history and cancel scheduled jobs if needed.
2.
the caregiver app
“Who needs a caregiver in my area?”
On the Caregiver app, users could toggle between the list view and the map view to browse jobs and locate their customers. To enforce safety, users could view customer ratings before they select a job.
“how can i track my time?”
We implemented the clock in/clock out feature to allow users to track their hours. Users could also have the option to accept or reject extra hours requested.
3.
the administrative portal
“Who's using our app?”
The Administrative portal served as a management tool that tracked all activities on both the Customer and Caregiver apps. Each user profile contained information pertaining to their job history, ratings, and payment history. We also enabled all tasks and care types searchable, which helped filter data by time period and by job status as needed.
By providing a snapshot of relevant data, admins could better manage users activities and implement appropriate marketing strategies.
the results
