My client was an eldercare startup with a business model that was heavily relationship-based. As they began to scale, they needed to shift their business model and the way they operated. This meant that their homegrown documentation tool needed to have a more consistent design system, and it needed to allow for more efficiency and better reporting.

The Approach

We conducted stakeholder research, working closely with the client to understand the shift in their business and the changes to their processes. We had a number of working sessions to understand use cases and requirements and to prioritize features and functionality. We created functional requirements documentation, then collaborated closely with design to bring the requirements to life. Throughout the design sprints, we’ve interpreted and incorporated client feedback and feedback the client gathered from end users.

The Findings

We entered into this thinking we would be building new features into an existing platform, but it quickly turned into a much larger exercise in service design, since the features we were building required changes to the processes in place and the way that the team would be working.

The Outcome

Initial designs are currently being tested by employees. Initial feedback from leadership has been exceedingly positive; they are pleased with the structure and flexibility, and see this as the solution they need to support the growth they’re pursuing.

Activities: stakeholder interviews, requirements gathering, use case definition, concept testing

Deliverables: functional requirements documentation