Unite Us

Visionware

Every year Unite Us hosts a conference called One Continuum with existing and prospective customers to demonstrate the vision and direction of our product. The UX team used this opportunity to show how enhancing personalization could help our users manage what can often feel like an overwhelming set of daily tasks.

In a followup visionware project, we explored how a client-facing app could increase engagement into our Network, and make access to care more reachable for an otherwise confusing system of care.

Role

UX Designer

DEFINE

Task management and a client facing app were identified as vision goals of our product.

Task Management

Users have very complex workflows with an overwhelming amount of tasks.

The care managers and social service organizations that engage with our app daily are faced with a very large set of tasks that can feel overwhelming and often times unmanageable.

Current Unite Us App

Our app's main dashboard consists of a left and top nav (highlighted in red and green), where users can manage referrals, cases tasks and other tools. These feature sets often feel disjointed and don’t reflect the centralized workflow our users actually need.

Client-portal

Clients don't have a way to
manage their cases.

Another need we identified was for a client-facing portal. A study of 421 homeless adults in CA areas showed that about 94-97% of respondents owned a cell phone either currently or in the past 3 months. However, there was also found to be a high degree of turnover rate of phones among homeless adults at about 56% reporting to own 2+ phones in 3 months. Because of inconsistent mobile access, we decided to design both a mobile and desktop view of the portal.

DESIGN

Our team set out to create a personalized dashboard to help users manage tasks, and a client facing portal to give the actual clients who are seeking care insight into where they are in the care journey.

Personalized Dashboard

A dashboard home page helps
users organize their daily tasks.

The dashboard widgets highlight priorities for the user's workflow. This includes a task list, an org-wide activity feed and client intake details. This helps users focus their daily tasks through complex workflows.

Client Portal

A client facing app democratizes social care by putting navigation in the hands of the clients

A client facing app allows users to speak directly with their care managers and track their care journey. It also gives them a personalized view of the resource directory guiding them to the care they need. We prioritized a desktop because while most clients have phones, they can’t always keep them charged or may have unreliable data and internet access.

AI Chat Screening

Most users need guided assistance in self-screenings. An AI chatbot can guide the user through the screening process to identify needs.

WHAT'S NEXT

Visionware was an opportunity for the UX team to showcase how we could be thought leaders in the direction of our company’s product. Through personalization and a client-centered user experience, we showed how design could play a central role in our company’s mission of getting people care.