The Company
Florence is a tech scale up in the social care sector. Ranked 21 in the Sunday Times top 100 fastest-growing private companies in 2023
My Role
UI Design, Usability testing, Product Research
Audience
Constraints
We received complaints from care home managers that workers were impersonating each other to cover shifts which is a safeguarding concern for the patients. The existing identification we were using was easy to fake and when managers are busy it's not easy to check if the worker is still fit for work.
Research
We began exploring how we would make the care home a safe place to work. We looked outside of our industry to areas like student union discount ID's and national rail cards who have addressed this problem through the use of QR codes. It was my understanding that we needed to increase adoption of our new Mobile App for managers.
Insights
On this project our product manager provided insight gathered from visits to some homes and provided some existing market research indicating that digital wallets would be the best way to go. We had to move fast on this project with a 48hour deadline to work towards
Prototyping
In collaboration with our Design system manager we were able to identity components that would be a good fit for this use case. I mapped out a user journey that the care home manager would take in verifying workers. In this flow I wanted to make sure there were very few steps in the journey making it as seem-less as possible for a manager who is busy with other tasks
Testing
Working with the engineering team we were able to get a working prototype working and ran some initial tests in the office with users outside the tech team so we could ensure we got real world feedback.
Step 1 Call to Action
The Care home manager selects the 'View Expected Staff' Button
Step 2 List of Staff Arriving
We show a photo and expected arrival time of all staff for that day and manager selects the staff member who has arrived.
Step 3 Initiate Scanner
The manager selects the Verify ID button which loads the QR scanner
Step 4 Present your ID
The staff member presents their Digital ID to the care home manager who then scans it.
Step 5 Verified
The care home manager is reassured that Janet is who she says she is and proceeds with her shift.
Benchmarking
Spent a few hours testing the experience in other similar services to make sure we got a consistent user experience with what the average user is used to experiencing when using digital ID's
Cutting room floor
Here are some alternative designs I came up with in the process
The project launched and received postive feedback from care home managers, this solution has meant that the home is a much safer place for all.
Like my work? Just so you know, I am open to full-time Product roles in Manchester and surrounding areas from September 2024. My availability is up to date If you'd like to book a call.