Sketch
Low Fidelity
Final App
SITUATION
A healthcare staffing agency faced increasing competition from rivals offering self-service booking platforms. Their manual booking process was inefficient, causing client frustration and potential business loss. To address these challenges and maintain market position, the agency decided to develop a self-service booking platform that would streamline operations while ensuring compliance with healthcare regulations.
TASK
As the Senior UX Designer (with Product Manager responsibilities), I was tasked with leading the development of a self-service platform enabling clients to create and manage bookings for agency staff at their residential care facilities. My responsibilities included:
• Leading the entire product development lifecycle.
• Conducting user research and managing diverse stakeholder needs.
• Defining user flows and product requirements.
• Overseeing UX design, including wire-framing and prototyping.
• Managing the development process in collaboration with engineering.
• Ensuring the product met both business objectives and user needs.
• Navigating regulatory compliance in the healthcare industry.
• Conducting user research and managing diverse stakeholder needs.
• Defining user flows and product requirements.
• Overseeing UX design, including wire-framing and prototyping.
• Managing the development process in collaboration with engineering.
• Ensuring the product met both business objectives and user needs.
• Navigating regulatory compliance in the healthcare industry.
Action
Research & Discovery:
• Conducted stakeholder interviews with branch staff and care home managers to understand diverse needs
• Analysed usage data from existing platforms to identify common booking patterns.
• Reviewed previous design work and conducted competitor analysis.
• Facilitated user journey mapping sessions with clients and internal stakeholders.
• Analysed usage data from existing platforms to identify common booking patterns.
• Reviewed previous design work and conducted competitor analysis.
• Facilitated user journey mapping sessions with clients and internal stakeholders.
Strategy & Planning
• Developed a product roadmap aligned with business objectives.
• Prioritised features based on user needs and business impact.
• Adopted an MVP approach, focusing on the most common booking scenarios to address the rapid development timeline.
• Planned for a responsive web app to cover multiple platforms efficiently.
• Prioritised features based on user needs and business impact.
• Adopted an MVP approach, focusing on the most common booking scenarios to address the rapid development timeline.
• Planned for a responsive web app to cover multiple platforms efficiently.
Design & Development
• Created user flows and wireframes using Miro.
• Collaborated with a UI designer to develop a responsive design system in Sketch.
• Produced high-fidelity prototypes in Figma and Invision.
• Conducted iterative usability testing with clients and branch staff.
• Wrote comprehensive product documentation using Confluence.
• Collaborated with a UI designer to develop a responsive design system in Sketch.
• Produced high-fidelity prototypes in Figma and Invision.
• Conducted iterative usability testing with clients and branch staff.
• Wrote comprehensive product documentation using Confluence.
Project Management
• Managed the product backlog and sprint planning using Jira.
• Facilitated cross-functional collaboration between design, engineering, and business teams.
• Implemented an agile approach with two-week sprints to meet the rapid development timeline..
• Worked closely with technical teams to ensure seamless integration with legacy systems
• Collaborated with legal and compliance teams to ensure adherence to healthcare industry regulations and data protection laws.
• Facilitated cross-functional collaboration between design, engineering, and business teams.
• Implemented an agile approach with two-week sprints to meet the rapid development timeline..
• Worked closely with technical teams to ensure seamless integration with legacy systems
• Collaborated with legal and compliance teams to ensure adherence to healthcare industry regulations and data protection laws.
Stakeholder Management
• Implemented a robust stakeholder management strategy, including regular check-ins and clear communication channels.
• Developed a change management plan to address resistance to the new system.
• Balanced the divergent needs of care home clients, agency staff, branch managers, and executives.
• Developed a change management plan to address resistance to the new system.
• Balanced the divergent needs of care home clients, agency staff, branch managers, and executives.
Results
• Successfully launched the platform, neutralising a key competitor advantage
• Achieved 90% of client booking transactions via the self-serve platform within 6 months
• Over 40% of clients utilised the new direct booking feature
• 70% of surveyed clients (1,200 responses) expressed satisfaction with the new functionality
• Delivered a robust, user-friendly platform that met both business objectives and user needs
• Enhanced team's problem-solving capabilities through overcoming complex challenges
• Achieved 90% of client booking transactions via the self-serve platform within 6 months
• Over 40% of clients utilised the new direct booking feature
• 70% of surveyed clients (1,200 responses) expressed satisfaction with the new functionality
• Delivered a robust, user-friendly platform that met both business objectives and user needs
• Enhanced team's problem-solving capabilities through overcoming complex challenges
Key Learnings & Future Work
• Data-driven decision making proved crucial for feature prioritisation and addressing stakeholder needs.
• Cross-functional collaboration was key to overcoming technical and regulatory challenges.
• Adopting an MVP strategy allowed for quick launch and iteration based on user feedback.
• Future plans include developing native mobile apps, implementing AI-powered recommendations, and exploring integration with clients' existing workforce management systems.
• Cross-functional collaboration was key to overcoming technical and regulatory challenges.
• Adopting an MVP strategy allowed for quick launch and iteration based on user feedback.
• Future plans include developing native mobile apps, implementing AI-powered recommendations, and exploring integration with clients' existing workforce management systems.
Client App Promotional Image
END