User demographics for both customers and carers guided our focus on usability and simplicity throughout every stage of development. We aimed to alleviate the operational team's workload while empowering users with greater control over care services management.
In collaboration with the Head of Front End and Product Manager, we conducted UX workshops involving stakeholders to efficiently address user challenges, all while balancing business requirements. Customers and carers, distinct in their demographics and tech-savviness levels, were approached separately. However, we maintained visual consistency and unified UI elements across both user groups.
For admin features, I routinely built prototypes to test the user journeys in-house with our operations team.
In designing this product, I recognised the importance of emotional design, given the nature of our mission - addressing a relatable real-world problem by providing care for people's loved ones. Our users, including customers and carers, often found themselves in emotionally charged situations.
For the customers, who may be worried or sad about their loved ones' conditions, my goal was to create an experience that empowers them by giving them a sense of control with various tools. While doing that, I tried not to overwhelm them through a simple, friendly, and accessible interface.
Carers, on the other hand, are doing challenging work. They predominantly used the app on the go, handling critical tasks like communicating with customers and submitting timesheets. Just as with our customers, I focused on ensuring that carers feel in control while maintaining ease of use. Their demanding roles require an interface that streamlines their tasks, allowing them to concentrate on what matters most - providing excellent care.
In essence, emotional design and a deep understanding of user context were at the heart of my approach, ensuring that the product not only fulfills practical needs but also addresses the emotional aspects of care, ultimately enhancing the overall user experience.