A healthcare app connecting you with personalized care

Gotocare

Project Overview

Gotocare is an app designed to connect individuals in need of Personal Support Workers (PSWs) with qualified and compassionate professionals in proximity. Designed for simplicity, this user-friendly platform aims to empower individuals, caregivers, family members, and healthcare providers through personalized care. While the startup has temporarily deferred this project, I hope this iteration embodies the spirit and potential impact of Gotocare in revolutionizing the PSW-client dynamic.

MY ROLE

Product Designer | UX/UI Designer

TOOLS

Figma, Adobe Illustrator

THE PROBLEM

What hardships are Personal Support Workers (PSWs) and patients facing today?

PSWs are exhausted

In spite of government funding initiatives to encourage and provide support to people pursuing a career as a Personal Support Worker (PSW), an issue persists: a high turnover rate and job dissatisfaction. With staffing shortages, job insecurity, and an intensely competitive market, PSWs are exasperated by the surmountable challenges they continually face even with multiple healthcare services at their disposal. The cumulative effect of these challenges leaves individuals in the profession feeling not just disheartened, but defeated.

HIGH TURNOVER RATE ● BURNOUT & EXHAUSTION ● STAFFING SHORTAGES ● JOB INSECURITY ● COMPETITIVE MARKET

Patients are vulnerable

Numerous individuals, including the elderly, people with disabilities, those recovering from injury or illness, and those managing chronic health conditions, rely on personalized care to navigate their daily tasks. Personal Support Workers (PSWs) play a crucial role in assisting with activities like bathing, administering medications, light housekeeping, and providing companionship.

Yet, the process of locating and coordinating dependable PSWs can be a daunting and time-consuming challenge. Compounding this issue is the fact that the current healthcare system, strained by limited resources and escalating demand, may not consistently deliver the tailored care that individual patients require.

SERVICE QUALITY ● TIME-CONSUMING ● EXPENSIVE ● STRAINED HEALTHCARE SYSTEM ● LIMITED RESOURCES ● DEPENDENCY

THE SOLUTION

How can we help both PSWs and patients?

Gotocare’s goal

The objective is to design an intuitive and empathetic app that connects patients with well-matched, compassionate, and highly qualified PSWs, enhancing the overall healthcare experience. The hope is to empower individuals, allowing them to effortlessly discover and engage with nearby PSWs that possess the specific qualifications they require. Key features include a user-friendly interface enabling easy navigation, detailed profiles, see and write reviews for both patients and PSWs, easy booking process, and the integration of in-app messenger and chatbot.

How might we…

design a service to easily connect patients to credible PSWs, help PSWs find work in a competitive space, and enhance the work environment for PSWs?

USER INTERVIEWS

Meet Vivian and Alex — the healthcare superstars!

Key Interview Questions & Insights

These are the key questions that the participants Vivian and Alex were generally asked.

Tell me about your experience as a PSW; describe a typical day.
How do you find work as a PSW? What are your foals and needs when it comes to finding work?
What are challenges you encounter before meeting your patient and when you’re providing care for them in person?
What are your thoughts on the high turnover rate of PSWs in Ontario? In your opinion, what are changes that need to be made?
What apps have you used to support your work as a PSW? What are your experiences working with [competitive app]?
What features would you find valuable in app that helps PSWs find work

QUESTION EXAMPLES

In the 1-1.5 hour interviews, Vivian and Alex provided different perspectives of being a PSW. With insight on their feelings, goals, and motivations, there is a need for understanding how PSWs interact with healthcare apps and its effectiveness.

INTERVIEW INSIGHTS

Vivian has a unique experience and perspective. She previously worked as a PSW and now works as a coordinator for a certified PSW program where she provides placements for the students.

Vivian: PSW Coordinator

Alex is a PSW who has worked in different healthcare environments. He enjoys being a PSW and the challenges of adapting to the unexpected nature of the job.

Alex: PSW

USER INSIGHTS

What are the common user pain points?

Common pain points PSWs may face. In addition to these negative experiences, it is pertinent to further research PSW’s pain points with healthcare apps and services.

Inconsistent work schedule
Lack of job flexibility and security
Underpaid and overworked
No benefits working part-time/contract/gig
Mistreatment and abuse from patients
Communication challenges with patients
Physical and mental exhaustion
Physically taxing and prone to future injury
Adapt to different patients and needs
Unclear patient expectations and requirements
Job competition and limited opportunities
Difficult developing professionally

FOR PSWS

More research needs to be done to better understand the Patient’s point of view and experiences. These are common experiences reported by patients and their loved ones.

Difficulty finding or accessing qualified and empathetic personal care
Communication challenges with PSWs or Agency
Costly for personalized care (in-home or on-demand)
Long wait times leading to frustration or aggression
Lack of empathy from healthcare providers and PSW

FOR PATIENTS

USER RESEARCH

Some of the biggest and established competitors include Care, Spectrum Health, Mavencare, and CBI Health. A SWOT Analysis was created for each of them to uncover their strengths, weaknesses, opportunities, and threats. Through examining their services and approach to providing healthcare, Gotocare can learn valuable insights to ensure the app stands out on its own in a saturated market and health space.

Competitive Analysis

SWOT Analysis

• SWOT Analysis •

USER ANALYSIS & PLANNING

User Personas: What are users going through?

USER STORY

The Patient: “Will I get to play again?”

Aaron is a patient looking for temporary help at home while he recovers from a sports-related injury. While he is able to work from home, he has difficulty moving around and completing normal daily tasks. He is stressed about recovering as quick as possible byt also how it can affect his active lifestyle. Finding a suitable PSW can alleviate the stress and help manage his recovery.

USER STORY

The PSW: “Will I make it to her recital?”

Alexis is an experienced PSW who loves her job but it has become physically and emotionally straining. She’s looking for flexible work in order to maintain work-life balance and prioritize her family.

USER ANALYSIS & PLANNING

Sketches & Notes

DESIGN STRATEGY

Layout & Navigation

The information architecture and user flow for PSWs. It displays the different functions and features a user can access on the app such as managing your user profile, finding a job, managing bookings and schedules, and messaging.

PSW User Journey

The information architecture and user flow for patients. It displays the different functions and features a user can access on the app such as managing your user profile, finding a PSW, managing bookings and schedules, and messaging.