1. Matching the right pros to the right shifts
As CareRev expanded to more areas in the United States, HCPs found it increasingly difficult to navigate the CareRev app and find shifts that matched their preferences.
2. Sending too many costly alerts
We sent far more shift alerts than were seen, and pros reported time and again being annoyed and frustrated with the number of alerts sent daily (up to 12 per person!). We needed to decrease this amount to save money and annoy people less.
Insights from 1:1 interviews and surveys hit us right in the face!
At the end of the day, our main goal was to get as many open shifts filled as possible. But to make sure our solutions enhanced usability, we aimed to measure the following:
You gotta start somewhere, and we decided not to bite off more than we could chew. If schedule flexibility was paramount, then making it easier to find shifts by DAY was at the top of our list.
Though I explored a few ways to go about this, I always find that product and engineering consensus brings out the best outcomes. I presented some sketches to them, and we all agreed that horizontally-scrolling tabs would present a simple and executable solution to the user.
Usability tests boasted a 77% success rate, averaging 15s to task—respectable, but with some definite opportunities for improvement.
Here’s what pros had to say after this update:
Even a pro from the first project called it out—more granular filters were needed. To make it even faster to find what they were looking for, we added filter functionality to let pros see shifts at times, specialties, and facilities they wanted.
A challenge for the main shift screen was not to remove anything that existed, while adding new UI. This risked adding more visual complexity than I would have liked. I chose to use a sticky FAB component that would take the user to a new screen to update their filters instead of adding too much.
This next iteration decreased time to task and increased usability even further—boosting success rate from 77% to 97% with a 12s average time to task.
Here’s what some pros had to say:
Feedback from shift filters included many pros asking for improvements to shift alerts. But the loudest problem around shift alerts was actually business-focused: They were really farking expensive! Reducing the amount of outgoing notifications would potentially save the company hundreds of thousands of dollars (USD).
Logic suggests that the same criteria that was important to pros in filters would be important to them for shift alerts, too. Within the pros’ settings, we created advanced notification preferences that mirrored the filter experience. We added the ability to filter by pay rate as well, since this feedback also showed up in usability insights.
A usability study showed a 70% success rate for this solution, which means we definitely had some improvements to make to the UI, though usable in a broad sense.
Other impacts from this iteration included:
Perhaps the biggest impact from this iteration was in cost savings—saving $11,250/month in text messaging costs (roughly $135,000 USD per year).
If this project proves anything, it’s that iterative changes paired with insights from customers leads to features that are useful and profitable. The updates we made improved nurses’ paths to career freedom, though they were certainly not the end.
The team sought to improve this path even more in the future, with improvements including:
