Overview
Clipboard Health is an online marketplace offering no-commitment staffing for healthcare facilities and on-demand shifts for healthcare professionals. Currently, Clipboard Health's customer success team calls users to ensure that they have all the documents that are required to work. The customer success team also calls users to inform them that their documents are expiring. Clipboard Health has a “documents” section within their app where users can access this info on their own, but users rarely check this section of the app and often forget about the documents that are expiring.
My Role
UX Designer
Define key product features
Site map
Visual design
UI design
Wireflows
Annotated wireframes
Prototype
Timeline
1 month
December 2020
The Problem
Health care professionals learn about which documents they need to upload when a customer success team calls them to fill a shift or a documents team reaches out to let them know that some of their documents are expired/expiring. There is a section in the app where they can view their docs and upload new ones, but most health care professionals do not proactively check this section and keep their docs up-to-date.
Additional Problems to Solve
What are the necessary documents needed to work at Clipboard Health?
How do users upload and reupload documents?
How do users check the status of their documents?
How are users notified when their documents are approved or rejected?
Design Objectives
Clearly identify what documents users need to submit
Improve document upload and reupload instructions
Inform users about the status of their documents
Inform users about whether or not their submitted documents are expiring
Reminding users to keep their documents up-to-date
Badges
Follow-up notifications
Icons
Taskbars
Micro-interactions
Updating “My Account” and “Documents”
New notification badges draw attention to the “My Account” > “Document” pages of the app
New icons draw attention to incomplete tasks and documents that are pending
A color-coded taskbar gives users an understanding of how far along their application process is, as well as whats processing, and what’s missing at a glance
Why?
Users may not know that there are missing documents in their application. Additionally, users may not know where to navigate to address these issues. Incorporating these seemingly small changes will eliminate all of the guesswork
Document links and Updated Pages
Document links will bring users to document pages where you can view the submitted document, get notifications about the status of the document, or upload a new document
The color of the notification badges flow into the color of the new header notifications- giving the user an additional reminder about the status of their documents
Why?
Streamlining the “view doc” and “upload new document” pages will allow the user to get what they need in fewer clicks
Incorporating color is an easy way to provide users with the necessary knowledge. In this case, pairing the color of the status bar, icons, and headers create consistent messaging about what’s expected of the user
Recommended Documents
Including a similar progress bar in the “recommended” documents tab encourages users to submit the documents. Users can assume that they are of equal importance if they are given the same visual queues
Users are presented with text that encourages them to submit the recommended documents. They can assume that they will have access to more employment opportunities if they put in that extra work
Moving “Distance Preference” out of “My Account”
and adding it directly to the “Open Shifts” page
The “Open Shifts” page now has an icon in the right-hand corner specifically for changing the distance users are willing to travel
Why?
Users want to be able to make quick adjustments to their preferences. A user may be more willing to travel one day versus another day. Users may want to quickly see if there are more jobs available to them if they increase their distance. This feature provides more flexibility for those users
Process
Conducted a heuristic review and assessed the current information architecture
Identified client needs and areas for improvement/innovation
Sketched wireframes
Create a clickable prototype in Figma
Proposed additional user testing and research
Results
By redesigning the information architecture, adding color, icons, and micro-interactions, I designed a clickable prototype that addresses Clipboard Health's communication issues with their healthcare professionals. Users now receive multiple notifications and can access their documents in a variety of ways.