Clipboard Health Research and Feature Design

Showing healthcare professionals the work that Clipboard Health has to offer

TL;DR

Challenge (Problem)

Prospective users cannot see per diem shifts available to them

Solution

Create a shift-browsing feature

What I did

Market research
User surveys
User interviews
Competitive/comparative analysis
Affinity mapping
Wireframing
Prototyping
Usability testing

Tools

Airtable
Figma
Miro
Whimsical
Zendesk

About Clipboard Health

Clipboard Health is a marketplace platform based in San Francisco, CA that posts per diem shifts to nurses and healthcare professionals.

According to their website: “We give facilities peace of mind knowing that their shifts will be filled by reliable staff, while professionals get the flexibility and freedom to live their lives to the fullest.”

Challenge

My team was approached by Clipboard Health to conduct user research and help them attract new prospective members.

The main problem currently is only fully-onboarded healthcare professionals can view which specific shifts are available to them, curbing the incentive for prospective users to apply.

Solution

We prioritized designing an informative, easy-to-use experience for prospective Clipboard Health employees to find available shifts in their area, before they commit to applying to the company.

Objectives

1. Design a feature that allows prospective users to see the available shifts in their area.

2. Build filters for easier browsing, the ability to favorite shifts, and display a medical facility’s ratings and reviews. 

Methods

Market research

I researched the landscape of the healthcare job market and discovered:

Healthcare workers are experiencing similar rates of job instability as the general public. 

Not only could Clipboard Health mitigate the 80% abandonment rate of their onboarding process, but also help the average Clipboard Health user -on average, of a marginalized identity- find employment.

User survey

We sent a user survey asking healthcare workers about their job hunting experiences.

  • 96.5% of applicants expect to see job descriptions when job searching (duh)

  • Salary is the strongest consideration for prospective employees

Currently, Clipboard Health only lists:

  • Wide salary ranges

  • No hourly rates

  • Vague job descriptions

Competitive analysis

Using a feature inventory, we compared Clipboard Health’s current shift browsing experience to competing staffing agencies:

  • NurseGrid

  • NurseFly

  • BlueCrew

The features we focused on were:

  • Visibility of available shifts

  • Advanced filtering

  • Feedback & reviews

  • Shift favoriting

Clipboard Health’s current experience lacked all four of the mentioned features.
These four became a priority to incorporate into our design. 

User interviews

We then conducted user interviews with existing Clipboard Health employees, asking about the successes and frustrations with their current experience with the platform. 

All participants reported zero complaints with the onboarding process, affirming our decision to focus on the prospective user experience.

Competitive Clipboard.png
Comparator Mockups.png

Protoype and usability testing part deux

Now with a working prototype of Clipboard Health’s shift shopping experience,
we contacted the same usability test subjects and asked them to directly compare our design with those of AirBNB and ZocDoc.

Overall, they agreed that we had accomplished an intuitive, straightforward showcase of Clipboard Health’s available shifts.

We did receive some constructive feedback:

  • Users wanted more information about the company before committing to looking for shifts.

  • The iconography we chose to indicate time of shift was confusing.

To address these issues, we included more information on our homepage about the benefits of working for Clipboard Health. We also placed the icons under the filter to select time of shift, to explain their meaning.

Comparative analysis

We conducted usability tests of two comparator apps known for their excellent browsing experience: AirBNB and ZocDoc.

We recruited 5 healthcare professionals to execute simple tasks on the apps, and asked for their feedback.

Their enjoyment of the comparators’ experiences boiled down to:

  • Efficiency

  • Customization

  • Visual appeal

Thus, we focused on those three attributes during our initial sketches.

Affinity mapping ➡️ Persona creation

Meet the Busy Bunny!

Deliverables

Shopping made simple

Inspired by the best practices of other shopping experiences, our prototype gives the user the opportunity to browse through shifts in their area with the ease of shopping for a weekend hotel.

Search Results Mockup.png
Filtering Clipboard health.png

An experience made for me

With options to filter and sort available shifts, our users quickly see how Clipboard Health can fit within their active lifestyles.

These are a few of my favorite shifts

Collecting all favorited shifts on one page will help our users make a fast, informed decision to join Clipboard Health.

Saved Screenshot.png