Care Hero
Problem
High onboarding drop-off rate slows caregiver hiring and job fulfillment
Only 60% of caregivers who sign up complete onboarding, 43% schedule an interview, and just 17% have a live profile. This time-consuming and inefficient process contributes to longer care job fill times.
I aim to streamline Care Hero’s sign-up and onboarding experience through design to reduce caregiver drop-off and accelerate care job fulfillment.
Research Finding 1
High drop-off point at profile bio step and availability step
To understand drop-off points, I interviewed 15 caregivers during onboarding and conducted a stakeholder interview with our operations lead.
The top drop-off point is the profile bio step—40% of users take over 10 minutes to write a short bio and exit the process.
The availability input, using time-consuming dropdowns inputs, is the second highest drop-off point. 20% of users spend over 5 minutes here before quitting.
Research Finding 2
Interview No-Shows Tied to Communication Gaps
From my stakeholder interview with our operations lead, I learned that interview no-shows are a common issue.
In follow-up interviews with caregivers, I discovered that many don’t check email regularly or use calendar tools like Google Calendar, making email reminders ineffective.
Design Decision 1
AI-generated bios reduced onboarding friction
To address the highest drop-off point, we removed the bio requirement from the sign-up flow. Instead, we use AI to auto-generate a profile bio based on caregivers’ interview answers and allow edits later in their home dashboard.
This significantly reduced friction at the bio step and helped 18% more caregivers complete onboarding, which in turn increased the number of live profiles.
Design Decision 2
Skip button and more efficient time picker to reduce input friction
To address the second highest drop-off point at the availability step, I first added a skip button to reduce friction. Then, I replaced the dropdown menu with a mobile-friendly time picker. This new design requires just one tap to select a time, making the process much faster and easier.
Design Decision 3
Integrating text reminder for interview to reduce no-show rate
To reduce interview no-show rates, I integrated third party Twilio text reminders into the onboarding workflow from the management side. Since most caregivers rely on their phones for communication at work, I designed mobile-friendly UX writing that includes the interview link and a reschedule option directly in the text message.
This made it easier for caregivers to confirm or reschedule interviews, significantly reducing no-show rates. More completed interviews led to more active profiles and faster care job placements.
Impact
Shorter onboarding, increased completion rate and shorter job fill time
Onboarding Completion Time
-45%
Onboarding Completion Rate
+21%
Job Fill Time
-18%
Problem
An outdated website misaligned with business goals is reducing conversions
Old Website Design
Solution
Redesigned Care Hero website to reflect business and optimize user conversion
Impact
Increased site traffic, user retention rate and user conversion
Bounce Rate
-30%
Website Traffic
+56%
Conversion Rate
+16%
Brand Identity and Design System
Building a Distinct Brand Identity & Scalable Design System
