Elevating support worker shifts
Less admin, more impact
Support workers play a vital role in delivering care but are often burdened by admin tasks.
This not only takes time away from their customers but also affects the overall quality of care.
This project aims to streamline workflows, improve usability, and update the mobile experience to reflect the new brand identity. As a result, it boosts support worker efficiency, strengthens compliance, and builds a more scalable and trusted platform.
USER GOALS
Reduce friction in task completion
Simplify workflows to help support workers fulfill their responsibilities efficiently.
Strengthen the core experience
Ensure the platform remains a powerful and reliable tool that meets evolving user needs.
BUSINESS GOALS
Align with the updated brand
Refresh the interface to reflect the latest brand identity and improve visual consistency.
Build a scalable solution
Create a robust foundation that can support new services as the platform grows.
Key highlights
Strengthened trust and brand credibility with service providers by improving support worker compliance.
Refreshed the mobile app with an updated interface and improved visual consistency.
Reached 1,275 active business users following the updated app launch.
MY ROLE
Drove concept exploration to define the design direction.
Led the design and development of the app’s redesign.
Collaborated with the product manager to align on product strategy.
METHODS
Used mixed research methods combining usage data, flow audits and user interviews.
THE TEAM
Partnered with 1 product manager and 2 mobile engineers.
Who may benefit from the revamp
Support worker
Responsible for delivering customer care and ensuring compliance with service provider’s requirements.
Service provider
Oversee support worker performance and manage shift attendance and approvals.
A fresh look, a smoother experience
Quickly navigate and locate core shift details and important files with clear separation, reducing confusion and saving time.
Breaking down support worker's tasks
Know customer needs
Access critical information like medical requirements or disability details to provide appropriate support.
Record accurate attendance
Check in and out on time to ensure shift attendance is properly tracked and to prevent payroll errors.
Write notes and report incidents
After each shift, support workers document customer progress and report any incidents.
Submit claims
Request reimbursement for customer-related expenses during shifts, such as transport costs or activity fees that cannot be predicted in advance.
Fragmented check-out experience leads to incomplete tasks
Investigating how support workers check out of shifts through task-based interviews and an app audit.
Incomplete documentation
Despite having note-taking functionality, many complete their shifts without submitting the shift notes because the current app flow allows it. They also often postpone writing notes until later, which increases the risk of forgetting to submit them.
Confusion between note types
Support workers sometimes confuse customer notes with required shift notes, mistakenly believing that submitting a customer note fulfills the documentation requirement.
Example research questions to understand the check-out experience
How do you usually check out from a shift?
What challenges do you encounter when checking out?
If shift note is not included in their checkout flow:
How do you record your shift note?
When do you usually record your shift note?
Information and actions are not easily accessible without many steps
Poor discoverability
Important information, such as frequently updated customer instructions, is buried in nested views, making it easy for support workers to miss before a shift.
Navigating too deep
Completing certain actions like accessing customer care details requires navigating through multiple layers, which slows support workers down and adds friction.
Missing feature
The app does not support submitting claims on the go. Support workers must currently report them manually to their manager, which often leads to delays or missed claims.
Designing with these principles
Efficiency
Reduce friction in routine workflows by minimising steps and enabling quick access to frequently used features.
Clarity
Ensure clear communication through consistent language, structured interfaces, and a clear content hierarchy.
Scalability
Design flexible and scalable patterns that can adapt to growing services and evolving business needs.
Improving the check-out experience
One approach to speeding up the check-out process is introducing a pop-up modal that enables quick actions, triggered whenever the action button is tapped. While this reduces navigation, the limited space may restrict how much information can be shown.
To improve compliance, the shift note is integrated into the check-out flow as a required step, ensuring documentation is not missed and clearly separating it from customer notes.
Another approach involves adding a new Shift Log tab to the details page, creating a dedicated space to review and submit check-out details in a more structured format.
While this offers a quick and summarised way to capture information, it may introduce extra navigation and make it easy to stray to other tabs. However, the form-style layout supports more efficient input submission.
Prioritising information
The shift card is redesigned to display key details at a glance, reducing navigation friction. Highlights include:
Each card displays a care tag to flag shifts with customers requiring higher support needs.
A direct link to the shift address for quick access to maps.
Tapping a card reveals full shift details, keeping the main view clean while offering depth on demand. Information is presented in clear, digestible chunks to reduce cognitive load.
Improve navigation and findability
To reduce steps and improve access to customer care details, key care categories are now listed upfront instead of hidden within nested views. This simplifies navigation and makes essential information easier to find.
Smoother check-out flow
The check-out form now requires support workers to submit a mandatory shift note, ensuring no task is missed and clearly separating it from customer notes to reduce confusion. Other key highlights include:
Recorded hours are captured accurately and submitted directly to timesheet for manager approval.
Geolocation tracking is integrated to ensure compliance and provide proof of service.
Quick actions
To reduce friction and save time, quick actions are added to the card, allowing support workers to perform tasks without navigating deep into the details. These include starting or finishing a shift and accessing the location address.
Anytime data access
The new Documents tab provides quick access to critical customer information, including instructions left by customers.
Customer notes or claims can be submitted at any time, even after a shift ends, giving support workers greater flexibility.
Stronger foundation for growth
This project modernises the mobile experience with a refreshed interface, reinforcing brand trust among service providers. By improving support workers' workflows, simplifying admin tasks, and implementing a scalable design system, the platform is better positioned for future growth.
