NurseBuddy
A holistic design strategy to elevate NurseBuddy's multi-user web & mobile app’s usability experience to improve customer satisfaction, and increase brand awareness.
NurseBuddy is a Home Care Management digital service with a global user base, that all has different primary needs. NB's user experience strategy required conducting intensive user research using a wide variety of qualitative methods including on-site user interviews and ethnographic research.
As many tech-driven startups, The NurseBuddy's web & mobile app was constantly being itirated according to requests from users, who continually had upcoming needs, improvement or new feature integration suggestions. A common trap that startups fall in; client satisfaction goes before user experience. Therefore one of my most important goals working for NB was to showcase evidence that feature piling was hurting customer satisfaction. The interface usability was too complicated and most users were getting frustrated from having to navigate through a complex information architecture to complete primary tasks.
Charting user flow included all possible branches of user decision logic that NB's users would take while navigating through the tool. This needed strong Persona insights which relied on intensive user interviews that were done with different client bases.
Information mapping and specially defining user flows, required seamless collaboration with a diverse team of tech, marketing and sales professionals from NB and different stakeholders.
After going through user interviews and building the user flow according to generated insights, I moved to low-fidelity wireframes to help the product development team to present my simplified design plan and to get required feedback. It was crucial that the new user experience would be easy to on-board for old and new users, and that the new interface would be intuitive for all user types.
The new user interface offered personalized profiles for the managment, home care professionals, and clients & family members. Login as manager the user was introduced to an easy to manage rostering system, care plans, timesheets, eMAR and different report templates to fill and share.The Care professional's profile offered real-time roster's and user friendly on-the-go care plans in mobile, as well as risk assessment tools, simplified mobile check-in and out solution. The clients and family members accessed a mobile app that prioritized important features for them. Features such as real time updates from care professionals, live status reports on care and feedback possibilities
