Improving the continuity of care for aged care patients
Health Metrics eCase platform
Services provided
Field research
Process flows
User experience (UX) design
Accessibility
User interface design system
Background
eCase is Australia’s leading digital solution for the clinical, financial and operational needs of aged care, retirement living and disability services. Their platform was first developed in 2008 and has grown in functionality over the years. With a change of brand direction and desire to improve the user experience with a human centred approach, the team at Healthmetrics engaged us to lead their platform redesign.
The challenge
The sheer size of this platform meant tackling redesign in phases—reskin, hybrid and full UX redesign streams of work. A key priority was minimising change management pain for the thousands of users who had learnt to use the legacy interface over many years.
What we did
Field research visiting staff at aged care services.
Qualitative interviews to understand needs and pain points for nurses and operations staff.
Sprinted in cycles of discovery, definition, design and iteration.
Developed a best practice Figma design system to roll out across their web and app products.
Produced clickable prototypes.
Presented designs and shared the human centred design approach at the eCase Customer Conference.
The result
While many care products focus on the transactional side of their platform, there was an opportunity to weave ‘the patient story’ into the redesigned interface. We were able to surface relevant snippets of patient information that help staff maintain a connection to the people they are supporting. This allows Healthmetrics to humanise care, helping eCase stand out from their competitors.
This project is still rolling out, however initial reaction to the redesign has been extremely positive.
“Collaboration with both our internal stakeholders and customers has been excellent leading to very high-quality outcomes.”