Rewarding Nurses for Performance - Care Heroes
Overview
Modernizing Caregiver Engagement and Task Management
The Challenge
Care Heroes, a platform that rewards and engages caregivers for completing tasks and training, faced usability issues that hindered adoption. Navigation was unintuitive, task flows were cumbersome, and core features were buried—leading to lower engagement and slower task completion rates. Leadership recognized the need for a complete UX overhaul to make the platform faster, more intuitive, and more rewarding to use for caregivers, agency admins, and HR teams.
Research & Insights
User Interviews: Conducted 1:1 sessions with caregivers and agency administrators to understand pain points and identify friction in completing tasks, logging rewards, and accessing resources.
Usage Analytics: Reviewed platform data to uncover drop-off points, underutilized features, and frequent navigation dead ends.
Competitive Benchmarking: Studied other caregiver and rewards-based platforms to identify design patterns that encouraged repeat engagement.
Constraints
Existing Technical Architecture: Needed to redesign within certain backend limitations, ensuring all new features were compatible with the current platform infrastructure.
Brand Consistency: Maintained Care Heroes’ established branding while introducing modern UI patterns and accessibility improvements.
Mobile Responsiveness: Ensured the new design worked seamlessly across desktop and mobile devices for caregivers on the go.
Solution Highlights
Navigation Overhaul: Reorganized IA to surface the most important features—tasks, training, rewards—within one to two taps/clicks.
Task Flow Optimization: Simplified multi-step processes into streamlined flows, reducing the time to complete key actions.
Reward Engagement: Redesigned the rewards center to be more visual and motivating, highlighting progress and milestones.
Accessibility Improvements: Applied WCAG best practices, improved contrast, and optimized for assistive technology.
Collaborative Delivery: Worked closely with product and engineering to ensure the new design was feasible, scalable, and aligned with business goals.
Outcome & Impact
Increased Engagement: Significant boost in caregiver logins and task completions post-launch.
Faster Task Completion: Reduced average completion time for core actions, increasing overall platform efficiency.
Higher Retention: More consistent caregiver participation, contributing to stronger agency-client satisfaction.
Future-Proofed Design: Established a flexible UI framework for adding new features without disrupting the core experience.
