Role: Product designer — journey mapping, discovery, ideation, product research, user testing, UI design, end-to-end design
Team: 1 Design lead, 2 Product managers
Duration: 6 months
Overview
After migrating to a completely new tech stack and improving enrollment conversion, we decided to explore a new problem: expanding Care's service offering to connect families in need to senior living communities in their area.
TASK
Our service offerings were limited to in-home care
While Care has helped millions of families find care for their loved ones since 2007, the senior care experience did not have a dedicated team until 2020. I joined as one of 3 founding team members to build a new experience for seniors and their loved ones.
Gif of research artifacts I created
APPROACH
Identifying areas of opportunity
In order to meet this population's needs, I conducted a study using original user interview scripts to gather data. After analyzing my findings, I found that there was a lack of support in the in-facility search experience.
I created a journey map to identify opportunities to support families in the out-of-home search experience. Using this, we were able to answer questions like:
✳︎ What leads people to need a senior living community? (Loss of independence, hospitalization due to injury, etc)
✳︎ What are the steps they take once they’ve identified that need? (Try to make adjustments first, can they deal with this on their own, starting to ask friends or the research online, etc)
✳︎ Once they start searching, what information are they looking for? (Cost, availability, types of communities)
✳︎ What goes into the evaluation and move-in process?
Key screens from the flow
result
A new business line for senior living communities
I designed and launched an entirely new service to educate and connect families with senior care facilities that matched their needs.
Enjoying this case study? 🔒
Reach out to me to learn more about my process and the impact my work had at Care.com and the senior care vertical.
