OnCare Scheduling

Product enhancement

The challenge

OnCare’s scheduling product is a calendar based web app used by Care Agencies to organise care worker visits with their clients.

The product was live and being used by customers but there were some concerns. A lot of the process was manual and every time clients were added care coordinators had to manually apply the weekly visit plan every week.

Secondly, adding visits could only be done one at a time. So if you had three visits every day of the week, you would need need to create 21 different visits for each client. This was a lot of clicks.

User interviews

I visited agency workers in their offices and as they were already using the live product I asked them to take me through how they currently use it. Talking out loud as they used it. I recorded the conversations on my iPhone so I could give them my full attention while we did the task.

I then asked them to try an InVision prototype which I’d built that had some different functionality and a new design. The feedback was recorded so that I could re-listen to it later.

They were very forthcoming with their feedback which helped to prove and disprove our assumptions. Their work environments were hectic. Lots of people coming and going, and the phone never stopped ringing. This was hugely helpful to be able to empathise with the sort of work environment they had to work in.

I focused on two empathy maps, one was the agency owner and the other was the office manager. Their needs were very different but both valid. They answered all of my questions and we got data for other projects that are in the pipeline too.

user experience empathy maps

Empathy maps from two of the users interviewed

What we knew


I could see that there were fundamental patterns emerging that would help to drive the design forward;

Design principles

  • Role - Product Designer
  • Client - OnCare
  • Year - 2019

OnCare scheduling product

Version one was live but it was time to learn more about how users were using it

OnCare version two

The new design was cleaner and lighter. With improved hierarchy and more use of whitespace.

OnCare scheduling screen shot of new interface

The new design was cleaner and lighter. With improved hierarchy and more use of whitespace.

Onboarding new clients

Try the prototype that I created which was tested with care coordinators.

Project 01a

Once you've applied the days of the week, how many times per day and how many care workers are required the next step deals with the exactly what time on those days and who should attend.

Project 01a

Care coordinators had no way of scheduling weekly visit plans. They had to go live when they were created. Early signs showed that this could be useful.

Empty state for unallocarted visits

When all of the unallocated visits had been allocated, YAY!