Industry
Healthcare
Client
Invisible Care
Duration
8 months
Role
Design Engineer
An AI agent to support Personal Support Workers (PSWs) with centralized resource, smart recommendation, and effortless client management, empowering them with confidence and efficiency.
InvisibleCare is a virtual healthcare company that has supported over 1,000 clients with a team of 17 Personal Support Workers (PSWs) under a single Occupational Therapist (OT)’s supervision. As the service scales, leadership aims to integrate AI into the PSW platform to improve efficiency and consistency, while not compromising on the quality of care.
Poor Resource Organization
Internal image library are rarely used due to poor organization and incapability of cross-referencing.
Ineffective Search
Limited search capabilities make it hard for PSWs to quickly find the information they need.
Over-Reliance on OTs
PSWs have a habitual reliance on OTs for confirmation, which increases response times and reduces message frequency.
Instead of relying on one-on-one guidance, we aim to empower PSWs with an AI-powered resource tool, which is centralized, searchable, and easy to update.
We conducted unmoderated usability testing in Maze with three tasks. The “Search and Select” flow particularly revealed a number of potential areas for improvement.
Alternative Images
Users want access to the full image library when retrieved results fall short. To support this, a manual search feature allows for more precise filtering and targeted results.
Hover Dependency
Hover-based interactions reduce discoverability, particularly for new users. So a sticky button is added next to client messages to surface available actions more clearly.
