Care Concierge

My Role

My role in this project was to research, design and produce an easy-to-follow website that would allow the user to feel confident in booking the necessary services to alleviate the stresses that come with caregiving.

• UX design
• UX research
• Website Design
• Graphic Design
• Creative Direction

The Problem

Caregivers and their families are often left to fend for themselves when sourcing and securing the necessary services and resources for their loved ones.

The Solution

Highlight the pain points caregivers face and provide key services that can be easily booked and managed for loved ones at various stages of their caregiving journey.

Understanding The User

In consulting with the CareConcierge team to understand who would be seeking these caregiving services. It was quickly understood that there are two main caregiving personas.

1. A caregiver that is well into their caregiving journey (Alice)
2. An individual that is about to begin their caregiving journey (Greg)

Validating these two personas will help us understand the necessary messaging and service offerings that will meet the needs of both personas.

Key Takeaways

The common thread when meeting with the CareConcierge team is as follows:

• Very seldom do parents or loved ones proactively make the necessary previsions on their future care
• Care plans don't account for changes in health status
• Inaccurate assumptions are made about available resources
• Communication between health professionals and families tends to breakdown before solutions are implemented

Research

On Saturday, January 21st 2023 CareConcierge was invited as a vendor at a health summit it Toronto. I took that opportunity to conduct a survey both online and in-person to validate some assumptions from the proposed user personas.

Attendees that stopped by the booth were asked these 5 key questions:

1. Caregiver age
2. Are you the primary caregiver?
3. What stage are you at in your caregiving journey?
4. What challenges are you experiencing with their services?
5. Are you willing to pay for a service that manages and facilitates caregiving services?

Results

A total of 47 survey results were completed. With 70% done in person and 30% done online.

Empathy Map

After taking the results from the survey and doing a post summit wrap up with the team. I documented the conversations and survey results to form a deeper understanding of the challenges caregivers face.

Journey Map

Time to visually demonstrate the typical process caregivers experience when seeking and booking services. This is where CareConcierge can see opportunities and positioning.

User Personas

User Flow

Knowing the pain points and frustrations caregivers face "As a Caregiver I want to be able to book services for my loved one" The opportunity to capture this key interaction will allow CareConcierge to leverage their unique value proposition in this space.

Wireframes

The classic pen-to-paper treatment allows me to get all the ideas out. Scribbles, design placement and visual hierarchy are explored during this step. I intended for the content to be the star since this project is heavily dependent on educating and providing information so users can make a sound decision.

Prototype

Jumped into Figma to bring the low-fidelity sketches to life. A few key discoveries when presenting a round of designs to the team were:

• Leading with value and information should be the play as users aren't immediately going to hit the 'book button'
• Stats to reflect the glaring concern about healthcare will give users a sense of understanding their concerns
• Emphasize the FREE consultation that comes with every booking will establish a sense of trust and certainty on the service selection

High-Fidelity Mock Ups

The Wrap Up

Even though this is the first iteration, it's backed by a solid initiative that's driven to provide change in the space of healthcare. The team's experience and preliminary user research served to be huge pillars in not just validating early assumptions. But providing a clear path and easy adoption for the user (fingers crossed). The beta test will commence in a few weeks and updates to this project will be reflected on this page.

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Tools Used

• Figma
• Adobe Creative Suite