Staffy

Product design

In June 2021, Staffy, a marketplace in the healthcare sector contacted us to help them design their product, they emerged to enable hospitals, nursing homes, home care services, and vaccination centers to efficiently and securely find workers to fulfill their shifts, and our first task was to analyze the state of the market, the competition and our users.

THE challenge

Originally, Staffy connected hospitality workers with bars, cafes, restaurants, and events. However, during the pandemic, many of these establishments ceased operations, rendering Staffy unnecessary in that context. Nevertheless, the pandemic introduced a new need as hospitals and vaccination centers faced staffing shortages to cover shifts and address the increasing number of sick individuals. Consequently, Staffy evolved into a significant ally for the healthcare sector, aiding in mitigating the pandemic’s impact.

Shifting to the healthcare sector presented numerous challenges for Staffy. The approval process for healthcare workers is more rigorous, causing Staffy’s operations to become more complex. The approval times for new Staffy members increased. Coupled with the growing demand, these challenges led to bottlenecks that could be resolved through a product redesign.

The Onboarding Process

For a worker to provide services through Staffy, they must undergo a stringent verification and approval process, including the analysis of numerous documents, certificates, and background checks. Prior to the redesign, this process was managed by a customer service agent who manually communicated via emails and text messages with each applicant, which proved costly and time-consuming.

With the new in-app onboarding process, candidates can upload all required documents, undergo a verification test, and create their account within minutes. The onboarding team only needs to give a quick final review to approve the candidates.

Choose Your Own Adventure

The nature of the documents required for Staffy workers can vary widely depending on their skills. Different certifications and legal documents are needed for roles such as RNs, RPNs, PSWs, or X-ray technicians to work in various Canadian provinces. Similar to how individuals list their property on Airbnb or new drivers sign up for Uber, the required documents are not readily available. Thus, an onboarding process was created where users can complete their profiles in their preferred order. This reduces anxiety and friction during the registration process, resulting in an improved user experience.

Automation and AI

New machine learning and artificial intelligence technologies provided tools to automatically analyze complex documents. When an applicant uploads documents, an AI scans and verifies them. If a document is unreadable, the user is immediately prompted to upload it again. If a red flag arises, a customer service agent is alerted for manual verification. Processes that previously took hours are now completed in minutes.

UI

Staffy is a more intricate product than a simple onboarding process. Users can select where they want to work, define their availability, clock in and out of shifts, receive payments, and view their upcoming shift calendar. The interface used to be utilitarian and outdated, failing to communicate the brand’s ideals. Consequently, a complete redesign was undertaken. The existing Staffy brand system was retained, new components were created for each functionality, and a more modern and appealing visual system was developed.

User Research

Throughout the process, close collaboration occurred with Staffy’s clients and contractors to understand their needs and ensure the new design addressed their issues. The results have been highly positive for both clients and companies:

Client Side

A scheduling system was designed to give clients visibility into contractors filling future available shifts, shifts that still needed filling, and completed shifts. The process for creating new shifts was streamlined, reducing complexity by up to 70% and the time needed to create shifts. Functionality was implemented to track contractors’ work and rehire them in the future. This led to a 65% increase in shifts created by clients, while the confirmation rate maintained a 95% service level.

Contractor Side

Improvements in the onboarding process immediately improved the perception of the product, making it more efficient to acquire new workers without friction. The number of active users increased, and the volume of support tickets significantly decreased, raising the average service rating from 3.7 to 4.8.

Internal Operations

While the new product design substantially reduced operational burden, there was still room for improving the internal dashboard to make company operations more efficient. Thus, the control panel was also redesigned, becoming the central hub for gaining a quick overview of operations and fulfillment.

 

The new product design has positively impacted Staffy in all aspects. Staffy’s clients feel more secure and can create shifts easily and swiftly. Users can subscribe without friction and begin working in record time. The operations team’s workload has decreased, allowing the company to focus on expansion and strategy.

New Product Opportunities

Several functionalities designed for Staffy have proven so robust and valuable that they are evolving into new product lines, such as the shift scheduling system and credential management system. These new products open avenues for additional revenue, contributing to Staffy’s growth and ensuring its prosperity in the future.

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