Building a New Visit UX for Schedulers

AlayaCare is a cloud software suite helping home care service agencies. As a B2B SaaS, they help optimize their customers’ operations to achieve better health outcomes.

1000+ DAUs in the US, Canada, and Australia

Visit Alayacare

A case-study in creating new space

The research suggested that all Scheduling task issues were related to the physical space of the existing component. Believing we had to re-design the entire Scheduling experience, we proposed a space-related solution: a new sidebar UI component.

What was the New Visit Experience’s impact? Patient data was better visualized and organized for the Schedulers, which now allowed their workflows to be more streamlined. This meant faster file turnaround and more visits scheduled—therefore, more patients seen.

What was the New Visit Experience’s impact? Patient data was better visualized and organized for the Schedulers, which now allowed their workflows to be more streamlined. This meant faster file turnaround and more visits scheduled— therefore, more patients seen.

The impact

25%

Target NPS Score

1000+

DAUs

700+

Customers served

Business

Health

B2B SaaS

Role

Lead UI/UX Designer

Team

1 Product Designer

2 Front-End Engineers

1 UX Research

Year

2022–23

Business case

Can streamlining the Schedulers’ tasks improve health outcomes in the home healthcare space?

Scheduling users are busy, white collar administrators. Their day-to-day?

Constantly managing disruptions.

Any work obstacles lead to missed visits, which leads to missed care.

Schedulers are:

Multi-tasking power users that consume large amounts of data
Blocked by data inaccessibility, dispersion, and slow load times

To resolve issues, Schedulers have to rapidly familiarize themselves with a case’s details.

They are responsible for all their agency’ visits and clients, which means they:

Operate across physical/digital spaces to send/receive data
Jump around domains: Employee / Client / Accounting / Legal
Make decisions by combining data with a deep knowledge of their staff and government policies

So they need to quickly scan for relevant data and have access to the appropriate actions.

But that is not what is happening…

Creating a Visit is long and bulky. There are too many choices, clicks, and screen changes.

The “Add Visit” modal shows many data entry fields upon launch

But underlying entry order/ chronology is specific and invisible
Hidden dependencies or chronology complicates on-boarding

The “Add Visit” modal shows many data entry fields upon launch

Assigning Employees triggers 2 screen changes as well as reducing the adoption of “Employee Finder” feature tool

New modal opens on top of old one
Toggle between Metrics and Calendar to view data
Toggling between data visualization views is inconvenient

Employee Finder modal opens inside Add Visit Modal

Users forced to “complete” a visit creation—leaving the Employee field empty even if they know who they want to assign

50% of created visits require editing post-creation, past Step 3

Visit creation tasks straddle in-app Add Visit and View Visit workflows

Users forced to open a newly-created Visit to finish their task. The problem?

The View Visit screen is a poorly designed dashboard.

“Info” tab lacks actually useful info, forcing users to click elsewhere

Most users waste a click when opening this screen
Interviews later revealed that the “Edit”, “Offer,” and “Premium” tabs are the most used

Data dispersed across 10 tabs—but only 3 are commonly used

“Edit” tab contains useful info, but actions buttons live in other tabs

Actions like applying a “New Status” or adding a “Premium,” requires consulting info in Edit tab

Switching tabs constantly

My hypothesis:

The Add / View Visit UX is time-heavy, disorganized, and lacking in features.

17 end-user interviews over 2 months

The preliminary research I collected—competitor analysis, internal UI audit, and user device usage metrics—culminated in one-on-one interviews with 17 Schedulers across 6 SME customers.

findings

Better hand-off and transition between UX flows

Real-life UJ straddles 3 disconnected flows: Client Intake, Add Visit, View Visit

Having a unified workflow would be good because “we schedule the entire series of visits” at the point when client enters the service.

Insights

Unify Add Visit and View Visit workflows in fewer screens

Provide quick action to “Create and Open” the newly saved visit

Expand Date and Time feature functionality

Change visit times and recurrence frequently

Need more complex recurrence options for their business

Insights

Improve logic of Date, Time, and Duration fields

Design a multi-recurrence UX for complex visits

Upstream Shift Offer (SO) and develop a Send All action

Be able to send SO during Add Visit

Send a bulk SO to all available contractors

Upstreaming SO actions “would definitely be very helpful when they create a brand new visit, knowing that it will be a vacancy and send it off.”

Insights

Add Shift Offer functionality to Employee Matching

Design Send All quick action for bulk sending Shift Offers

Dashboard with more scannable data

Add/View Visit tasks are equally ultra high frequency and sporadic

Experience Task-to-Visit-Start-Time of under 24 hours

Insights

More cards, less tabs: create info modules with hierarchy

More data immediately visible upon dashboard launch

Info tab provides value; would like to see more condensed data

Navigate to Edit tab for very frequent use

Use Offer tab very frequently, Premium tab frequently, and TA tab occasionally

Need omni-visible client and employee contact info

“I think it would enhance [my work].”

“It would be an improvement.”

Insights

Condense and combine content, sorting new cards and tabs

Upstream and condense Visit Status update UX

Apply/Edit a visit’s Cancel or Hold status

Insights

Make Visit Status UX omni-available, outside of all tabs

Bring Accounting content and condense it into Info tab

Research suggested that all our issues were related to space. So I proposed a space-related solution:

Sidebar UI component

Also known as a “Slidesheet”

Allows more vertical space

Displays complex content or workspaces

Used for heavy subtasks while staying “near” main task

prototype for user testing

I developed an interactive prototype, with specific user tasks, simulating input and functionality in order to test my design proposals.

1-on-1 user feedback and testing sessions

I organized 1-on-1 user testing sessions with the same participants as the interviews, in a moderated test where users had to complete simple tasks using the prototype.