CareRev Credentialing Wallet
Innovating from 0 to 1 for a fast moving start up.
Project overview
CareRev is a platform that connects hospitals and health care systems with local flexible healthcare professionals. The goal of the credentialing wallet project was to create a resource for “waitlisted” applicants who are not able to move forward after the interview.
The benefit to the wallet is it allows for applicants to keep all their credentials in one place and set expiration reminders. Users could upload or create new documents. The business benefit for CareRev is to keep people involved with their platform and build up members in various regions.
A competitive analysis showed that another company already had this feature and we were losing opportunities. Though we felt strongly about the idea, we wanted to meet with our customers to hear what they thought.
What I did
Sole designer and researcher
Designed new product features from 0 to 1
Wrote surveys, scripts, performed interviews
Drove design workshops with SME’s and developers
Created protopersona based on customer interviews
Created concepts using Figma and Miro
Project research plan
Create primary persona
Interviewed staff SME’s
Conducted 10 customer interviews
Crafted 2 surveys
Created prototype for task based study
Design goal
Design a way for Justin to stay engaged with CareRev, to store documents and be reminded of the expiration date, while he is traveling. Justin will have control over when and how he will receive notifications.
28 years old | Nursing for 3 years
“I’m Justin, a registered nurse in Chicagoland. The local facilities that I’m interested in do not have any shifts for me right now. I have a compact license and am looking to go to Miami for work. I’m always taking continuing education classes to level up my career.”
Goal
Work when he wants
Be mobile and travel
Not stress about his credentials
Wants to keep learning
Pain Points
Doesn’t want to travel with a laptop
Can’t find documents for interviews
Receives too many notifications
Research details
Interview CareRev SME’s, our internal registered nurses
I leveraged the knowledge of our internal team of nurses to learn more about their frustrations managing their careers and typical challenges. Later, we did brainstorming workshops to bring their insight to the product.
Interview CareRev applicants
I collaborated with the product manager to write the script, recruited, scheduled from the registrant database, and conducted the interviews.
To understand the challenges applicants were facing, the product manager and I started out asking a broader range of questions trying to understand what frustrations healthcare professionals were having managing their careers. This strategy would give us ideas for future features. As the interviews continued, we drilled down deeper to inquire about how they managed their documents.
We interviewed 10 healthcare professionals who were waitlisted or taking shifts. This was a great opportunity for me to better understand our customers.
“Yes, a wallet would be very helpful. That would be cool, my files are all on my phone and I can access them at any time like an Apple wallet."
“(Competitor) has a feature to remind me of expiration. I don’t use them except for the notifications.”
“If CareRev was my sole employer it would be nice to get a reminder about two months in advance.”
Research survey #1
Quantitative study
The respondents to this survey would be Professionals who have passed the interview.
The survey contained about 10 questions. There were 140 respondents.
Research question: To understand user behavior about document upload and needs and wants pertaining to a credentialing wallet.
Most important question: To understand need and interest for a credentialing wallet.
Survey type: Concept validation.
The survey validated interest in the wallet and we learned that people either do not have a system to keep track of their expiration dates or, they were using a manual process like, spreadsheets, calendar postings or using a competitor.
-
67%
67% said they would use the CareRev app just to store their documents. A good number might be interested.
-
49%
49% said they do not have a system to track expiration dates. Those that had a system were using a manual process.
-
49%
49% wanted to access the wallet before the interview. A similar amount had no preference.
Design phase
Lo-fi mockups
I lead design feedback workshops with CareRev internal Registered Nurses and developers.
Sharing early and sharing often reduced the chance of problems later.
Research survey 2
Quantitative study
To validate the grayscales, we sent out a second survey targeting waitlisted individuals.The survey contained about 10 questions. There were 50 respondents.
Research question: To understand user needs and wants pertaining to a credentialing wallet. Are storing CEU’s a desired feature?
Most important question: Would a user engage with the app just for the wallet?
Survey type: Concept validation.
The survey validated interest storing CEUs. We probed interest in new features such as, tax tips, free CEUs and the wallet. We learned that we were on the right track with the design and features.
-
74%
74% responded they would like to upload their CEUs.
-
92%
92% responded they would be interested in a list of new features proposed by CareRev.
-
75%
75% chose the credentialing wallet as being their top new feature.
New learnings,design pivot
After the survey, I felt confident to move to high fidelity mockups. New engineering stakeholders were brought in. There was an unexpected pivot changing the architecture of the design to better map with the current system.
Challenges: Uploads for waitlisted individuals have to be transferred to the existing credentialing section after applicants were “passed” for employment. There had to be a one to one match of document naming. The waitlisted/passed systems need to be kept separate because of internal credentialing review rules. Our long term vision was our feature to replace the existing system.
Legacy credentialing system. The naming conventions of the new system had to match 1:1.
Design solution
CEUs can be an existing file, or notated manually by a form (selected screens).
Select CEU category
Upload button will trigger slide up of creation options
Options to upload or create a new document with a form
CEU form
Credential posts to landing page
New credentials upload flow (selected screens).
Established a clear hierarchy by organizing documents into “buckets” or categories
Upload button will trigger slide up of credentials
Users select credential creating a 1:1 match with the existing system
Select expiration date for reminders
High-fi mockups upload flow
Upload/Create CEU flow
Set reminders (selected screens).
The first time through, the user selects the way to be notified
Auto remind is selected by default
The certificate is now added to a certificate landing page
Available functions at the edit level
Set reminder flow
Unmoderated study
I sent an unmoderated task based study to see if users could complete the basic flow of uploading a document and set a reminder. The study used an interactive prototype, not real software.
Respondents were asked to complete 2 tasks, rate the experience and answer navigation questions. There were 24 respondents, with 12 completing the study.
Research question: Do people understand navigation elements and flow?
Most important question: How would a person navigate back to the “Documents” screen?
Study type: Task based and qualitative feedback.
Study summary: In general, respondents understood how to upload specific document types. Negative feedback seemed to stem from certain areas on the prototype that were not clickable. An unmoderated study was not an ideal situation as it would have been beneficial to converse with participants.
-
76%
76% Had a positive or neutral experience uploading their documents.
-
100%
Found it easy to set a reminder.
Project challenges
Stakeholders' busy schedules delayed certain conversations should have happened earlier in the process. Targeting and recruiting for research was not ideal due to tooling or availability.
What went well: The collaboration with my team was invaluable. Additionally, we were able to vet the design with research.
Outcome
The mocks were completed and ready for development and satisfied company KPI’s.
Next: DesignSystem