Cera Health Care
A comprehensive health care connecting care givers with family members and Care management.
Brief
Cera Care is a disruptive startup in the caregiving industry. Their goal was to digitise and automate the caregivers' routine home visit reports. Currently these reports were done by paper and were rarely shared with family members living elsewhere.
Cera wanted to create two apps: The first, focused on the caregivers, allowing them to submit their visit reports with ease. The second, focused on family members living away from their loved ones, giving them full visibility into their care and health.
Care giver app MVP flow
We conducted a UX critique on the existing MVP, including some user testing with care givers. The analysis helped us flash out major usability issues within the MVP as well as prioritise and list required features for future iterations.
My Role
When I joined Cera Care I was the sole UX/UI designer on the project. There was already an MVP app they wished to test. My initial responsibilities focused on conducting user research and interviews, giving Cera better understanding of their users’ behaviour and difficulties. I also tested the MVP with users, collecting data that served as a base for the redesign of the new Carer and Family apps.
Once Cera hired an external agency to design and build the final app I served as a consultant, advising and providing feedback throughout the app development process.
Main Challenges
Care givers, the main user group for the Carer app, are mainly women over 50 years old with very limited tech experience, especially on mobile devices. Currently care givers fill in their visit report on a paper form and so the learning curve for them is steep. It was crucial therefore that the new app was extremely user friendly as well as following strict usability guidelines.
Another challenge was to ensure carers provide a detailed, and thorough visit report. They are usually short on time, rushing from one patient to the next and extremely busy during their visit with the patients themselves. This often resulted in very short and minimal reports. As Cera wanted to share the visit reports with distant family members it was crucial the new reports provided more information about the patient's state of mind, health and wellbeing.
What I did
I conducted face to face interviews with Cera’s care givers. The interview was split into 2 parts. A 45 minute user research helped me understand their needs, frustrations and drives while the remaining 15 minutes were dedicated to testing the current MVP app. I analysed the data I collected from these sessions into user personas and a usability report.
For the rest of the project I worked remotely, conducting phone interviews with Cera’s second users: the family members. Those interviews were conducted mainly via phone calls, helping Cera understand better what information family members want to know about the care of their loved ones.
Based on my research data, I created wireframes of the Carer and Family apps. At this stage Cera Care hired an external agency to design and build the final app. I worked closely with the agency, advising them on the user behaviour for both apps, the new app architecture and feature list. I also shared my wireframes which served as a base for the development of both apps.
Both the family and care giver apps data are syncing with Cera's internal management software. This is were the team track patient's health, care givers schedule, payments and plans.
Creating the 2 new apps meant the internal system also needed an upgrade in terms of features, designs and flows.
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