Design management, Project Oversight
Spreadsheets, Talkdesk, Figjam, Figma
Honor, 2023
Advised Product Design Lead in reimagining client onboarding experience, as well as coaching and critiquing the first phase of designs.
Org background
Honor is revolutionizing the home care industry by building a platform that connects professional caregivers with families looking for quality home care.
Leadership approach
There's a process each member of the design team follows to solve a problem for the business. First developing a deep understanding of their core business metrics and what's driving them including any key user or business context, aligning on the high impact problem to solve next, developing a vision and initial solution, and following up on learnings with further iteration.
As the Head of Product Design & UXR, I check in on each of these steps to ensure the project is on track. But I often play a larger role in the strategic alignment on what problem to solve and why, as well as later on in finalizing a solution by critiquing and refining designs.
Project context
From an initial sales call to setting up care with an in-home care assessment, to ongoing care management, Honor collects detailed care information to build a personalized care plan for their clients.
Care plans are critical part to every new Start-of-Care. They ensure we can quickly match clients with the best caregivers for their needs and deliver high quality care in the home from day 1.
KPIs and Problem Alignment
The initial phase of a clients journey is a critical time when we see higher churn risk. There are several key experience defects that cross-functional teams are oriented around, to reduce churn during that phase.
The project team focused on improving Speed to Start-of-Care honed in on the goal to significantly reduce the time and effort needed to produce Care Plans, without decreasing quality.
Vision & Solution definition
In collaboration with our CPO, I had earlier set an overall UX vision of being more technology-led and human-centered in our product approach. With this in mind, the Design Lead proposed a project vision for Care Plans that leveraged automation and LLMs for transcription and content generation, while refocusing the human conversation on highest value data earlier in the funnel.
Together, the Lead and I aligned with Product Leadership on the overall vision. From there Design collaborated with their project team on scoping out MVP requirements.
What we built
As part of this launch, the team introduced:
LLMs to auto-generate care plan tasks to increase caregiver preparedness
Intuitive UI for ops members to review, accept/reject, or modify AI generated content
Design decisions I collaborated on, ensuring our end product met our design quality bar:
How to build clarity and trust with our ops member users on what the system-generated and why
Prompt engineering to ensure high quality user-facing content was generated
In Fall 2023, the team launched our automated system that creates personalized Care Plans quickly, improving caregiver preparedness and cutting plan creation time.
By including companionship tasks in 90% of plans, Honor enhanced care quality and set a new standard in personalized care through technology.
Decrease in time to set up care plans From 120 minutes to 5 minutes on average
Decrease in inbound communications from Care Pros and Families regarding changes to the care plan
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