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Redesigning the content around booking home care.
OVERVIEW
For this homecare nursing company, we focused on the act of booking care.
We did a lot of testing and research to understand friction points along the way, and designed content to solve for each specific issue.
We improved clarity and reduced booking steps through updated labels, refined microcopy, and a clearer information architecture.
Time-to-completion rates decreased in the redesigned flow, giving both users and stakeholders a smoother, more efficient experience.
Our specific deliverables included
CONTACT FORM
Before
Contact Form
Error Message
"There was an error trying to send your message. Please try again later"
After
Contact Form
Error Message
Verification Screen
RESEARCH/TESTING METHODS
A.K.A. Understanding the problem.
01
User Interviews
Any design changes need to be backed by data, and I was fortunate enough to be able to talk to some of his past clients about their experience booking care through the contact form.
02
Moderated Usability and Field Testing
Recruited a few acquaintances to open up the site and attempt to fill out the form. I watched and took notes.
03
Stakeholder interview
I talked to the stakeholder to understand friction points that he was experiencing, hoping that whatever redesigns we came up with went towards decreasing
KEY TAKEAWAYS
A.K.A. What we learned.
01
User Interviews
User interviews revealed post-form confusion, with some describing the experience as “phone tag.” In the context of home care, that uncertainty can feel unsettling. The confirmation message also lacked next steps, leaving users unsure of what to expect.
02
Moderated Usability and Field Testing
One thing stood out to me as I watched our participants work through the contact form was the inconsistency with the messages, something that only validated what we learned from the interviews.
The original microcopy - "Your Message" - was vague and, in turn, produced vague information.
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The result was a lot of back and forth between the business owner and client.
03
Stakeholder Interview
The stakeholder imparted very similar sentiments as his users: lots of back and forth after the form was submitted, missing information, users calling after filling out the form to learn what happens.
SUGGESTED REDESIGNS, ROUND 1
We put together some clickable prototypes in Figma for testing.
This first version solved for multiple friction points:
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New microcopy informed the user what to write
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Error message provided a clear solution
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Verification screen informed user what to do next.
Contact Form
Error Message
Verification Screen
"That format is not quite right. Check the spelling and try again"
We also came away with insights that we would apply to our final redesign.
• Tone was a bit too "sterile".
• Participants wanted to know the timeframe earlier than the verification screen.
• Participants wanted to know how they would be contacted. A few preferred email, others preferred a phone call.
FINAL REDESIGN
This is what we delivered to the client.
VERIFICATION SCREEN ITERATIONS
The original flow lacked a verification screen—after hitting “Send,” users were dropped back on the homepage with no guidance.
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Our research showed a major pain point: users didn’t know what to expect next. Given the sensitive context, we focused on getting the tone right. Using defined content criteria and user sentiment cues (e.g. confusion = reassuring tone), we created two revised screens.
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We tested both with 10 participants—past users and new ones. While I usually see A/B testing as a supplement, here it helped us quickly validate direction.
VERSION 1
VERSION 2
Comments
"Feels clinical"
"What's the number?"
20%
80%
INFORMATION ARCHITECTURE
There was a lot of redundancy with the CTAs here in the hero section (5 different buttons that all lead to the same screen). It was overwhelming for the users, and testing showed participants
Our redesign reduced the number of CTAs, and updated the labels to more accurately reflect the destination.
For example:
Test participants clicked on the "APPLY NOW" cta (meant for people wanting to become a caregiver) to try to book care.
The redesigned label reads "Become a caregiver" to erase any confusion.
Before
After
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