UX Research and Service Design
Home Care Portal
As Canada’s population continues to age, there is a marked shift toward home-based care, prompting healthcare organizations to adapt rapidly to changing needs and expectations.
In this evolving landscape, this organization recognized the growing demand for digital tools that provide timely support for both caregivers and care recipients.
To address this need, a strategic objective was set: to co-design a new virtual client portal in collaboration with clients and caregivers, ensuring the solution would be genuinely user-centred.
To support this initiative, Grayce was asked to conduct an in-depth investigation into the current user experience of the existing virtual client portal.
The goal was to uncover usability challenges, identify gaps in functionality, and deeply understand the needs, behaviours, and pain points of end-users—both clients and caregivers.
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A Glimpse of the Process
The research process was central to this engagement and included:
User Interviews and Contextual Inquiries with clients and caregivers to gain qualitative insights into their daily routines, digital literacy, and experiences interacting with the current portal.
Usability Testing with real users to observe how easily they could accomplish key tasks, such as accessing care schedules, communicating with providers, or updating personal health information.
Focus Groups with clients, caregivers, and care coordinators to explore shared experiences, uncover recurring frustrations, and identify collective aspirations for a redesigned digital experience.
Persona Development and Journey Mapping that illustrated user touch points, emotional highs and lows, and opportunities for intervention throughout the digital experience.
Insight Synthesis and Recommendations were synthesized into a comprehensive report, highlighting major themes, usability issues, and actionable design recommendations.
The research not only surfaced critical insights but also helped build empathy among stakeholders for the everyday realities of home-based care clients and caregivers.