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Supplemental Health Care provides staffing services that connect healthcare professionals with opportunities to fulfill their life purpose.

Mobile screenshoots of supplemental health care mobile app
Mobile screenshoots of supplemental health care mobile app

Supplemental Health Care Overview

Supplemental Health Care (SHC) was experiencing several challenges with its job application system — a vital part of its staffing business. Users struggled to complete the confusing and lengthy application, impacting the pool of talent that SHC could offer its healthcare clients.

UX Team was hired to reimagine the entire SHC job application User Experience from the ground up to dramatically reduce the time to complete the job application while increasing the quality of data provided by applicants.

Goals

Increase completion rate

Boost completion rates by adding progress indicators and simplifying tasks. Offer guidance and reduce unnecessary steps, focusing users on essential actions.

Simplify the application

Simplify the app through clear navigation and concise instructions. Maintain consistency and prioritize user-friendly features to enhance usability.

Minimize user workload

Minimize user workload by anticipating user needs, reducing manual inputs, and providing context-aware functionalities for a smoother experience.

Evidence Gathering

Purpose

  • Reduce the time it takes to complete the application
  • Reduce the number of user errors
  • Increase the quality of data

Activities

  • Teamwork sessions with stakeholders
  • UX audit
  • Competitive analysis
  • User shadowing and interviews
  • Surveys
  • Card sort study

Key Findings

Purposeful validation message for form entry errors.

Omit Needless Words

Users were overwhelmed by the amount of text on each screen, so we dramatically reduced the overall volume of text used on each screen.

Use clear error messages placed underneath the form fields

A lot of the error messages did not tell the user what was wrong with what they entered. Many also thought the error message pertained to the field below the field with the error because it was placed inside the text field rather than below it, which made it appear like an error tooltip.

Am I done?

After finishing the application, users had no indication they were done, so we designed a new completion screen congratulating them and telling them what happens next.

Congratulations screen telling the user they are finished with the application and what they can do next.
The original form existed on a single page. The new design shows the same form being split into smaller steps.

Chunking data entry into smaller, simpler tasks

We incorporated a linear progression by grouping related content and splitting the form into smaller, more manageable steps. Doing so benefits the user by reducing cognitive load, eliminating distractions, and improving efficiency.

Design Ideation

Information Architecture

Similarity matrix results from the card sort study

Since creating an easier navigation system was a top priority, we performed a card sort study to help us learn how users would logically group topics. The results depicted in a similarity grid helped drive our design decisions based on evidence rather than opinions.

Usability testing with the target audience

Understanding how real users interact with a design from start to finish is essential to identify any issues before going into development. We monitored and recorded participants creating an account, completing the job application, and completing the post-job application tasks needed to achieve 100% profile strength. Their responses helped validate our design and provided valuable feedback we needed to make a few refinements.

Visual Design

Desktop and mobile screen asking users to login with their email address and password. Users can also create a new account.
The first screen of the education section contains a form to enter school name, city, state, degree earned, major, and graduation date.
Current specialties are filtered down for users based on their work history from the prior step.
The assigned assessment screen shows if any assessments have been assigned to them or they can add one.
Desktop and mobile screen asking users to login with their email address and password. Users can also create a new account.
The first screen of the education section contains a form to enter school name, city, state, degree earned, major, and graduation date.
Current specialties are filtered down for users based on their work history from the prior step.
The assigned assessment screen shows if any assessments have been assigned to them or they can add one.

Conclusion

When one tool doesn’t provide value, find another

Utilizing FullStory to gather quantitative and qualitative data was immensely helpful as a substitute for Google Analytics. We uncovered many pain points we may not have discovered otherwise.

Involve real users when designing a user experience

Seems obvious, but too often, we see designs that are developed without ever involving the actual end-users in the design process. After all, we are not designing the experience for ourselves, we are designing it for the users.

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