Introduction to Florence
Florence provides temporary staffing in healthcare settings. Their product connects care professionals to healthcare shifts instead of using traditional call centre agencies who are expensive and inefficient.
My role in this project
I worked in collaboration with our UX researcher to plan the research needed. I then took these findings forward to create the solutions you see below.
The problem
- There’s a consistent flurry of negative ratings that we get from care organisations every day based on the performance of our care professionals or the time that they arrived
- Since implementing an improved rating/review process we had been monitoring feedback and found that many care professionals were complaining of the tasks they had been expected to do on shift, or simply because they weren’t prepared.
- We identified this an opportunity to research further and try to find a way to reduce the negative impact this was having
Discovery and understanding
We knew this project would require an overhaul of the current shift browsing experience for care professionals, so the resource and time was available to do a thorough job of resolving as many issues as possible.
Explore
First of all, we had to identify the problem areas with the current experience. This mean speaking to some care professionals to understand their main frustrations, then reviewing our collected negative reviews to understand the different sides of the issue.
Secondly we had to review what we currently had, were we already showing too much much of the wrong things? If so, adding more of the right information decrease the accessibility of this information.
Refine and plan
After exploring the problem areas, we landed on the following as the key focus areas:
- Update the browsing list to make it easier to understand the differences between each shift
- Update the shift details to highlight the key pieces of information about the shift
- Have easier access to key actions and info leading up-to and whilst on the shift
- Make ‘ASAP’ shifts (shifts that needing feeling close to their start time) clearer
How we solved the problem
Dashboard, listing and details
- When booked into shift, we now provide the key info and actions on the dashboard so that the care professional has quick and easy access to key info and actions when opening the app
- The shift listing has now got a restricted use of colour to allow our users to easily digest the information whilst still being able to draw attention to important parts like the need for a driving license
- The most important details for a shift are now structured and easy to read at the top of the screen, all actions are now grouped into a menu beneath this rather than scattered throughout the screen
Shifts posted last minute
- The use of our attention colour and banner gives us the ability to draw attention to these shifts and some supporting copy to encourage our care professionals to fill the shift
- It is now clear when the shift is starting, the start time and whether the rate has increased. Previously this information was causing some challenges, with care professionals often not turning up to the shift because the start time wasn’t replaced by ‘ASAP’
Unit details, location details and help centre
- Unit and location information are no longer in the same section helping to highlight the different unit types a location might have
- Easy access to the help centre helps care professionals access policy information and an emergency contact
- Location details now bring to attention the information that our users most like to see - rating, reliability, parking etc. Further information on the requirements and bed occupancy are easy to digest now that more structure has been given to the information
Did it work?
This is currently in production and soon to be released, we do however have some great feedback from some usability tests that we carried out later in the design phase. Here’s a few comments from those:
“The information is much easier to see now, I know if the shift is on a dementia ward or something else”
“I see now the breakdown of beds and how busy it is, this will be great to know how hard the shift will be with the number of staff”
“This shift is starting soon and I can see the amount I will get paid is more, I wonder how I let the home know when I can arrive”
Once this is released, we’ll be measuring negative reviews, fill rate of ASAP shifts and engagement with the new design to understand how successful these updates are.