Feature overview
As part of the company’s strategy of fulfilling customer needs by connecting with the right support, we were tasked to improve the accuracy and trust in worker profiles so that clients can confidently contact and hire them.
The problem
As a client, when I view a worker’s profile, I want to know how accurate the care experience part of the profile is, but it’s difficult as:
- Many workers tick most or all of the care experience categories
- These categories might seem out of sync with the rest of the bio and work/education history
- Some workers might not have a lot of experience in a particular area
My role
- Responsible for conducting user and desk research to hone in on user needs
- Leasing with key stakeholders to frame and prioritise business objectives
- Defining technical constraints, existing profile structure and user behaviour with engineers/data leads
- Conducting employee interviews to identify early indicators of customer satisfaction
- End-to-end product solutions including web and mobile app applications
- Final design deliverables ready for development
Users
- Clients, participants, loved ones
- Coordinators
- Support workers
The design process
I followed a user-centric design approach to reframe the original problem of profile accuracy. The process was based on three main stages; discovery, analysis, and design.
Prototyping and testing were implemented throughout.
Discover
Define
HMW…
Develop
Outcomes
The updated worker profile provides a robust care experience structure for workers to provide only their relevant experience in which they can describe their skills in context. As a result, clients are more confident talking to workers they know have the experience to fulfill their support needs.
Sebastian Amado 