Newcross Healthcare

Newcross Healthcare, since 1996, has worked with carers and clients at a grassroots level, manually matching the right carer with the right client over the phone. While times have changed and technology has evolved, Newcross continues to “offer reliable, professional staffing solutions while providing healthcare workers with flexible work and the freedom to choose their own shifts”. Now, through native iOS, Android and Web apps.

newcrosshealthcare.com

Client

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Platform

💻 Web

Quick links:

Objective Strategy

Process Research & UX

Designs UI

Tests & Findings Data

Objective Strategy

Our Q3 goal for 2023, was to move clients away from making bookings over the phone. At the start of the project, only 80% of bookings were being fulfilled digitally. Our goal was to fulfil the remaining 20% through HealthForce Go (our client and employee booking platform). The key results for this goal were:

Move 10-15% of direct bookings made over the phone with a branch manager, to digital bookings in the client app through ‘shift invitations’.
Increase our employees’ opportunity to accept shifts in HFGo by 20%.
Ensure our apps are equipped to accommodate ‘shift invitations’.

‘Shift Invitations’ was a term coined for this project, as we knew branch managers received requests from clients wanting to book a specific healthcare worker for a shift. This presented a pain point for the business as it removed our opportunity to recommend all suitable healthcare workers on our roster.

This project became our number one priority, with a 3 week turnaround to get “something” into a sprint we could test and later iterate on.

Process Research & UX

For complete clarity before beginning any UX, I formed a hypothesis that I could run past our CPO, VP of Product Management and the Product Manager.

Once we were aligned, I mapped out a high-level flow with the product manager to present to Engineering; to understand the development effort, impact on our microservices and our realistic MVP.

Presenting the current experience vs our new approach to Engineering

There are four key cohorts of clients. Our aim is to create experiences that will move clients up these levels.

1. Must have direct bookings

Ofsted clients, who draw upon a pool of staff who have passed their “Safer Recruitment” policy

2. Believe they need direct bookings

Clients who have client or location-specific skill requirements, i.e moving and handling.

3. ‘AutoAssign’ & ‘Auto Client Verify’ persuadable

Bookings that offer clients “the best staff for you”, which they can approve or “spin again”.

4. Take anyone suitable

Clients create a booking and it’s covered. This is the ultimate goal. Clients trust Newcross so much that they no longer need to choose someone directly or approve the booking. Our managed service provider (MSP) clients already sit in this cohort.

As expressed in my hypothesis, the first step was to introduce ‘Shift Invitations’ digitally. This would completely remove the need for clients to call a branch. Then they’d have the option to either choose their employee or accept our recommendation - solely through our app.

Once we’ve removed the variable of how they make the booking, we can see which option clients choose and ask why. Using our product analytics tool to capture the results (Pendo):