24 Hour Home Care
24 Hour Home Care
Timeline
One term · Sponsored studio
Team
Teamwork
Client: 24 Hour Home Care
My Role
User research · Problem framing
UI design · Design system
Design lead · Presentation
Platform
Salesforce (SLDS)
Overview Research Users Architecture Prototype AI Support Design System Reflection
Project Overview
Project Overview
24 Hour Home Care runs disability and community support services across California. Families book hours against an authorized care plan, and when those hours run low someone has to notice and file for an extension before coverage lapses. The Family Portal is the window onto that: hours planned, hours left, and the paperwork that keeps care from stopping.
24 Hour Home Care runs disability and community support services across California. Families book hours against an authorized care plan, and when those hours run low someone has to notice and file for an extension before coverage lapses. The Family Portal is the window onto that: hours planned, hours left, and the paperwork that keeps care from stopping.
Problem
Problem
Families have to track care hours, renewal dates, and different service rules. When that information is hard to find or understand, they may not know what needs attention before care is interrupted.
Families have to track care hours, renewal dates, and different service rules. When that information is hard to find or understand, they may not know what needs attention before care is interrupted.
Solution
Solution
A Family Portal that brings schedules, remaining hours, and renewal steps together. Families can switch between the people they care for and see the right information across every tab.
A Family Portal that brings schedules, remaining hours, and renewal steps together. Families can switch between the people they care for and see the right information across every tab.
Target Audience
Target Audience
Family members who manage care for one or more people receiving Disability Services or Community Supports through 24 Hour Home Care.
Family members who manage care for one or more people receiving Disability Services or Community Supports through 24 Hour Home Care.
The brief
The brief
A sponsored studio: a real client, a real brief, and constraints we did not set. Their operations run on Salesforce, so whatever we designed had to be buildable on the stack they already had. Four of us, one term.
A sponsored studio: a real client, a real brief, and constraints we did not set. Their operations run on Salesforce, so whatever we designed had to be buildable on the stack they already had. Four of us, one term.
Who we could reach
Who we could reach
We worked for 24 Hour Home Care as an outside team, so most of our research went through them. We put our open questions to their team in writing and interviewed their staff. Families were harder to reach: most did not want to be interviewed. We spoke with the few who would, often family members who provide the care themselves. Even then, whatever we asked, the answer was that everything was fine.
We worked for 24 Hour Home Care as an outside team, so most of our research went through them. We put our open questions to their team in writing and interviewed their staff. Families were harder to reach: most did not want to be interviewed. We spoke with the few who would, often family members who provide the care themselves. Even then, whatever we asked, the answer was that everything was fine.
We mapped what we heard as two journeys, one for each service line. Disability Services is the larger and steadier of the two groups. The domain runs on its own vocabulary (authorization, service coordinator, BYOC, EVV), so we kept a shared glossary for the team. Families meet the same words for the first time, at the moment they need help most.
We mapped what we heard as two journeys, one for each service line. Disability Services is the larger and steadier of the two groups. The domain runs on its own vocabulary (authorization, service coordinator, BYOC, EVV), so we kept a shared glossary for the team. Families meet the same words for the first time, at the moment they need help most.
Realization
Application
Pending
Active
Daily care
Reporting
Renewal
Clear
Stressful
Disability Services
Community Supports
usually renews automatically
renewal filed by hand
BOTH JOURNEYS PEAK WHEN CARE IS APPROVED. FOR COMMUNITY SUPPORTS, THE LOWEST POINT COMES LAST: RENEWAL.
BOTH JOURNEYS PEAK WHEN CARE IS APPROVED. FOR COMMUNITY SUPPORTS, THE LOWEST POINT COMES LAST: RENEWAL.
Hours are abstract
Hours are abstract
Families never see the authorization itself. Hours reach them by text or email, sometimes as 15-minute units, so they cannot tell what a day of care costs them.
Pending says nothing
Pending says nothing
Waiting stages explain nothing, so families call and email to ask.
Renewal comes late
Renewal comes late
Community Supports families often notice the expiry late, then chase documents.
Put together, the stress was not the caregiving itself. It was the fear of getting authorization wrong: missing a renewal, running out of hours, or finding out too late.
Put together, the stress was not the caregiving itself. It was the fear of getting authorization wrong: missing a renewal, running out of hours, or finding out too late.
HMW
HMW
How might we help families quickly see their authorization status so they can act in time, without repeated calls or unexpected care interruptions?
How might we help families quickly see their authorization status so they can act in time, without repeated calls or unexpected care interruptions?
One person, more than one plan
One person, more than one plan
Maria Reyes
Maria Reyes
Caregiver on both lines
FRESNO, CA
FRESNO, CA
CARES FOR
Daniel Reyes
Daniel Reyes
Disability Services
HER SON · FRESNO, CA
HER SON · FRESNO, CA
Usually renews automatically
Bailey Smith
Bailey Smith
Community Supports
FRESNO, CA
FRESNO, CA
Renewal filed by hand
MARIA MANAGES CARE FOR HER SON DANIEL AND FOR BAILEY. TWO PEOPLE, TWO DIFFERENT SERVICE LINES.
MARIA MANAGES CARE FOR HER SON DANIEL AND FOR BAILEY. TWO PEOPLE, TWO DIFFERENT SERVICE LINES.
We started from one caregiver, one care recipient. That did not survive contact. The person doing this work is often managing two people at once, on two different service lines, each with its own rules, its own authorization and its own renewal clock. Nothing in the existing flow let her hold both at the same time.
We started from one caregiver, one care recipient. That did not survive contact. The person doing this work is often managing two people at once, on two different service lines, each with its own rules, its own authorization and its own renewal clock. Nothing in the existing flow let her hold both at the same time.
That became the spine of the product: switch between the people you are caring for without switching accounts, and see each plan on its own terms.
That became the spine of the product: switch between the people you are caring for without switching accounts, and see each plan on its own terms.
Where everything lives
Where everything lives
Three ways in: a home screen widget, a notification when a plan is about to end, and Aura, the assistant. Past that, one switch at the top decides whose care you are looking at, and every tab follows it.
Three ways in: a home screen widget, a notification when a plan is about to end, and Aura, the assistant. Past that, one switch at the top decides whose care you are looking at, and every tab follows it.
WAYS IN
WAYS IN
Home screen widget
Home screen widget
Today’s hours without opening the app.
Notification
Notification
When a plan is about to end.
Aura
Aura
Ask a question, get sent to the right place.
Managing care for Daniel or Bailey
Managing care for Daniel or Bailey
Switch the person at the top. Every tab follows.
Switch the person at the top. Every tab follows.
Home
Home
Today’s planned hours
Today’s planned hours
Plan-ending alert
Plan-ending alert
This week
This week
Care plan usage
Care plan usage
Schedule
Schedule
This week, last week, next week
This week, last week, next week
Auto Plan
Auto Plan
Add Agency Visit
Add Agency Visit
Clock-in record
Clock-in record
Care Plan
Care Plan
Used, planned, remaining
Used, planned, remaining
Care Plan Extension
Care Plan Extension
Renewal status
Renewal status
Contact Regional Center
Contact Regional Center
Profile
Profile
SKETCHED ONLY
SKETCHED ONLY
Recent updates
Care preferences
Settings
Contact care team
THE FINAL STRUCTURE. HOME, SCHEDULE AND CARE PLAN CARRY THE FLOWS BELOW.
THE FINAL STRUCTURE. HOME, SCHEDULE AND CARE PLAN CARRY THE FLOWS BELOW.
A week with Maria
A week with Maria
We told the final presentation as one family’s week, in the order Maria would live it: Daniel first, on Disability Services, then Bailey, on Community Supports.
We told the final presentation as one family’s week, in the order Maria would live it: Daniel first, on Disability Services, then Bailey, on Community Supports.
01 / 05
01 / 05
DANIEL · DISABILITY SERVICES
DANIEL · DISABILITY SERVICES
A week planned in minutes.
A week planned in minutes.
Auto Plan
Fill a week of Daniel’s hours in one pass. Drop an hour today and the plan warns you, then lets you put it back next week.
Fill a week of Daniel’s hours in one pass. Drop an hour today and the plan warns you, then lets you put it back next week.
02 / 05
02 / 05
DANIEL · DISABILITY SERVICES
DANIEL · DISABILITY SERVICES
No action needed. Just peace of mind.
No action needed. Just peace of mind.
Renewal, handled for you
Daniel’s plan expires in 14 days. Ask Aura whether anything is needed. Disability Services renewals are usually automatic, so it just shows the status.
Daniel’s plan expires in 14 days. Ask Aura whether anything is needed. Disability Services renewals are usually automatic, so it just shows the status.
03 / 05
03 / 05
MARIA
MARIA
Your cared ones, in one app.
Your cared ones, in one app.
Switch Care
Open the app as one caregiver, then switch to the other person you care for from the home screen.
Open the app as one caregiver, then switch to the other person you care for from the home screen.
04 / 05
04 / 05
BAILEY · COMMUNITY SUPPORTS
BAILEY · COMMUNITY SUPPORTS
One tap to keep care going.
One tap to keep care going.
Care Plan Extension
A notification says Bailey’s plan expires in 14 days. Request the extension, fill the form, submit.
A notification says Bailey’s plan expires in 14 days. Request the extension, fill the form, submit.
05 / 05
05 / 05
BAILEY · COMMUNITY SUPPORTS
BAILEY · COMMUNITY SUPPORTS
Can’t be there. Coverage handled.
Can’t be there. Coverage handled.
Add Agency Visit
This week’s hours must be used by today and you cannot be there. Add an agency visit, note Bailey’s care preferences, submit.
This week’s hours must be used by today and you cannot be there. Add an agency visit, note Bailey’s care preferences, submit.
Aura
Aura
Aura
Aura
Your personal AI support
Your personal AI support
SUGGESTED QUESTIONS
SUGGESTED QUESTIONS
How do I check my remaining hours?
How do I submit a care extension?
What happens when my care plan expires?
How do I add or change a caregiver?
AURA, THE IN-APP ASSISTANT. A TEAMMATE’S CONCEPT; I DESIGNED ITS SCREENS.
AURA, THE IN-APP ASSISTANT. A TEAMMATE’S CONCEPT; I DESIGNED ITS SCREENS.
Inheriting a design system, refusing its components
Inheriting a design system, refusing its components
Because the client builds on Salesforce, the design had to land inside the Salesforce Lightning Design System. SLDS was built for a case manager at a desk with two monitors working through forty tasks an hour: dense tables, tabs, modals, form rows. Our user is a mother on her couch at nine at night, doing exactly one thing.
Because the client builds on Salesforce, the design had to land inside the Salesforce Lightning Design System. SLDS was built for a case manager at a desk with two monitors working through forty tasks an hour: dense tables, tabs, modals, form rows. Our user is a mother on her couch at nine at night, doing exactly one thing.
So I split the system in two. I kept the token layer, mapping our palette and type onto SLDS naming so engineering could implement without inventing anything, and so the family portal would stay consistent with the staff console beside it. I threw out the component layer and rebuilt for thumbs, for low light, and for one task at a time.
So I split the system in two. I kept the token layer, mapping our palette and type onto SLDS naming so engineering could implement without inventing anything, and so the family portal would stay consistent with the staff console beside it. I threw out the component layer and rebuilt for thumbs, for low light, and for one task at a time.
TYPE
TYPE
Bailey
Bailey
Title · Manrope Bold · 28px
This Week
This Week
Section title · Manrope Medium · 22px
20 hrs
Data value · Manrope SemiBold · 16px
Managing care for
Body, strong · Manrope SemiBold · 14px
Managing care for
Body · Manrope Regular · 14px
COLOR
COLOR
Blue
046EB5
90D0FE
EDF4FF
0D1E30
4992FE
Orange
FF784F
FEF1ED
281202
Pink
FFA3C4
D8024E
FEF0F3
370114
Green
03B4A7
0B827C
DEF9F3
072825
Neutral
181818
2E2E2E
5C5C5C
A0A0A0
E5E5E5
FFFFFF
SOFIA PRO AND DM SANS REPLACE THE SLDS DEFAULT, AND OUR PALETTE SITS ON SALESFORCE’S OWN COLOR SCALE. THE TOKEN NAMES STAY SALESFORCE’S.
SOFIA PRO AND DM SANS REPLACE THE SLDS DEFAULT, AND OUR PALETTE SITS ON SALESFORCE’S OWN COLOR SCALE. THE TOKEN NAMES STAY SALESFORCE’S.
Two versions, one for each end of the day.
Two versions, one for each end of the day.
The portal follows the time of day: light in the morning, dark at night. Both themes run on the same tokens, so switching swaps the values, not the screens.
The portal follows the time of day: light in the morning, dark at night. Both themes run on the same tokens, so switching swaps the values, not the screens.
DAY 7:41
NIGHT 20:41
HOME SCREEN WIDGETS, DARK AND LIGHT. THE NUMBER YOU NEED IS THE ONE YOU SEE WITHOUT OPENING ANYTHING.
HOME SCREEN WIDGETS, DARK AND LIGHT. THE NUMBER YOU NEED IS THE ONE YOU SEE WITHOUT OPENING ANYTHING.
Every day is a small sunrise.
Every day is a small sunrise.
Each day in the week is a capsule. Its hours rise from the bottom like a sun coming over the horizon, and the color tells you what kind of day it is. A day with nothing booked keeps only a low grey arc.
Each day in the week is a capsule. Its hours rise from the bottom like a sun coming over the horizon, and the color tells you what kind of day it is. A day with nothing booked keeps only a low grey arc.
Mon
13
13
4h
4h
Tue
14
14
3h
3h
Wed
15
15
4h
4h
Thu
16
16
4h
4h
Fri
17
17
Sat
18
18
4h
4h
Sun
19
19
4h
Planned
Planned
Hours booked, not used yet.
4h
Used
Used
Care that happened.
4h
Agency
Agency
Covered by an agency caregiver.
No activity
No activity
Nothing booked that day.
EDITING THE WEEK
EDITING THE WEEK
Open the plan and the same days become rows: a dot for each hour, minus and plus to adjust. Today sits on top in a darker blue. Days with nothing booked read “No visit”.
Open the plan and the same days become rows: a dot for each hour, minus and plus to adjust. Today sits on top in a darker blue. Days with nothing booked read “No visit”.
THE WEEKLY SCHEDULE CAPSULE, AND THE EDIT VIEW BUILT FROM IT.
THE WEEKLY SCHEDULE CAPSULE, AND THE EDIT VIEW BUILT FROM IT.
THE SAME SYSTEM ON DESKTOP, WHERE THE DENSITY SLDS ASSUMES ACTUALLY MAKES SENSE.
THE SAME SYSTEM ON DESKTOP, WHERE THE DENSITY SLDS ASSUMES ACTUALLY MAKES SENSE.
Reflection
Reflection
Make complicated things easier to understand
Make complicated things easier to understand
I learned that families need more than numbers and status labels. They need to know how much care is left, when to renew, and what to do next. That helped me focus on what each screen needed to explain.
I learned that families need more than numbers and status labels. They need to know how much care is left, when to renew, and what to do next. That helped me focus on what each screen needed to explain.
See how it works with real families
See how it works with real families
I would next test whether families can switch between people and understand their care plans without help. We did not get to usability testing, so there is still a lot to learn beyond the finished screens.
I would next test whether families can switch between people and understand their care plans without help. We did not get to usability testing, so there is still a lot to learn beyond the finished screens.