Helping nurses find last minute shift work
Objective
Quick Nurse is the flagship app for Thornbury Nursing Services, a business-critical, app-based platform generating the majority of revenue for the company.
Thornbury Nursing needed help from LimeKnight to transform the app which had a mean review rating of just 1.9 (out of 5) in Apple’s App Store, and a similar score on the Google Play store.
Conscious that there was a risk of losing staff to incumbent firms with better software, our goal was to understand what was leading to the low scores and address the issues.
Approach
We begun by taking an audit of app store feedback to identify trends and topics of frustration that had resulted in poor reviews. We scraped these from the app stores, imported them into Airtable, and tagged each review. We observed two strong themes which developed into objectives for the project:
- Users were constantly getting logged out; and
- Users had to scroll through long lists to find a shift, often resulting in delays in finding appropriate placements and not being able to respond promptly, missing out on suitable shifts and being left with the ‘luck of the draw’.
We planned a series of short interviews with nurses to get a deeper understanding of the users’ context and journey.
From these interviews, we transformed the existing software, introducing a faceted search system to allow the nurses to filter by specialty.
To ensure consistency amongst the constituent parts of the new app, we created the design system and pattern library that all elements would be based on.
Challenges
We looked at over 200k shifts that TNS had within the system and identified 97 different roles. This was hard for nurses to manage, defined a more simple taxonomy
(screenshot of airtable roles)
Encouraging nurses to tell us about their near-future availability (1-2 weeks in advance),
(screencast of availability picker)
Outcome
Delivered a filtering system for shift search, allowing nurses to filter by distance, specialism and day.
App store average ratings increased from 1.9 to 4.6 (out of 5 stars)
