We first met with the owners of the SFV (San Fernando Valley) Comforcare to understand their business and how their franchise fits into the national Comforcare business as well as what tools, software and current pain points exist. The owners walked us through on-boarding new clients all the way to billing and payroll. The biggest pain point identified by the franchise owners was that the current app and software for caregivers to use does not sync up with the paper flowsheet they need to fill out when caring for clients.
To help narrow our scope and visual the full business we created a service design blueprint. This helped validate what the franchise owners had told us, payroll takes too long.
Employees spend about 25% of their work week manually checking for errors on flowsheets, due to missing or inconsistent information.
How might we alleviate errors and save the company (and caregiver’s) time during the flowsheet and payroll processes?
We believe that designing a caregiver app will better address payroll needs by decreasing errors and significantly lowering the chance of incorrect billing. It will also save the company approximately 10 hours of labor every other week.
We began by collectively sketching on the whiteboard, and soliciting feedback on the spot. Talking through designs and iterating on the spot has a lot of value in group projects like this - it's always easier to explain what you're trying to convey while you're drawing. Often times someone else on the team has another way to convey it and the end result is a marriage of collective creativity.
We iterated several times between the four of us while in a medium fidelity stage, below are some of the main pages we made iterations on.
We conducted usability tests with increasing fidelity, both with caregivers and franchise owners. We were proven wrong in some of our design/efficiency decisions - owners actually preferred a daily system (over a weekly) because it allows for a tighter feedback loop.