Transforming John Hancock’s CareGiver app for independent care providers
Over the past two years, I led the transformation of John Hancock's CareGiver App for independent care providers, focusing on improving its look, feel, and usability. I played a key role in developing a more structured team, introducing sprint cycles and agile workflows to enhance collaboration and efficiency. Through research, iteration, and testing, I helped simplify the session management process, improve functionality, and create a more intuitive user experience. By aligning business goals with user needs, I contributed to increasing provider adoption from 10% to 55% and helped deliver $12 million in savings through reduced waste and abuse.
My contributions:
Product design lead, visual design, content strategy
Timeline:
March 2023 – Present
Laying the foundation
The old CareGiver app was outdated and unreliable, with inconsistent UI, frequent crashes, and a disjointed experience that made session tracking and submissions frustrating. Users struggled with confusing workflows, mismatched design elements, and a lack of guidance, leading to errors and delays. Without support from a dedicated team, issues persisted, and the app felt obsolete and disconnected from the company’s evolving brand. A full redesign was essential to create a more modern, seamless, and stable experience.
Immediate fixes & future planning
With the new development team in place, we launched an immediate release to fix critical bugs, reduce crashes, and improve reliability. At the same time, we began planning the long-term redesign, conducting user research, and mapping out key features to create a more modern, efficient experience for caregivers.
User testing to drive improvements
I conducted user testing to gather insights and validate new features like appointment scheduling and in-app account recovery. Through moderated sessions and feedback analysis, I refined workflows and improved usability, ensuring the CareGiver App updates met provider needs while aligning with business goals.
While testing new features with providers, I was also focused on implementing location tracking controls to meet the fraud, waste, and abuse targets. I worked closely with the team to integrate geolocation features that ensured accurate tracking of care sessions, helping to verify the legitimacy of submitted data.
Gaining momentum with React Native migration and UI overhaul
Over the course of the year, we focused on a series of releases that completely revamped the app's login and account management processes. This included implementing Face ID login for quicker, more secure access, as well as designing and releasing in-app account recovery and registration features. These updates were part of a larger effort to improve user experience and build a seamless, secure entry into the app. Throughout this process, we gained the trust of the business, showing that our team was capable of owning and delivering these critical features and ensuring smooth, consistent updates.
Building internal support with documentation
As I became the subject matter expert in all things CareGiver - I created detailed documentation for our internal contact center, equipping them to handle customer calls about app issues. This included guides for troubleshooting login problems, Face ID, account recovery, and new feature explanations. By providing clear, accessible content, I helped the support team respond quickly and confidently, improving resolution times and ensuring a smoother user experience during updates.
Building sustainable design components aligned with the dev environment
To ensure long-term consistency and scalability, I created a sustainable design component library that seamlessly aligned with our development environment. By collaborating closely with the development team, we established a shared design system that included reusable UI elements, consistent color schemes, and standardized typography. This approach not only streamlined development but also ensured that design updates could be implemented efficiently across the app, maintaining a cohesive user experience. The close collaboration between design and development enabled the team to work more efficiently while keeping the app flexible for future enhancements.
Appointment scheduling and enhanced visibility
Looking ahead, the team and I are working on a major release this year that will introduce appointment scheduling features to the CareGiver App. This new functionality will allow both providers and insured customers to view and manage upcoming appointments, improving transparency and communication. By integrating real-time scheduling, users will have a clear view of their next visit, reducing confusion and ensuring that both parties are aligned. This feature will not only enhance the user experience but also streamline operations for providers, contributing to better care coordination and overall satisfaction.
Feature launch campaign and support on johnhancock.com
I’m also leading a feature launch campaign on JohnHancock.com to showcase the new functionality in the CareGiver App. This campaign will highlight key updates like appointment scheduling and enhanced session management, and will include dedicated support pages to help users troubleshoot any issues. Through clear, engaging content, the campaign will inform users about the new features, offer troubleshooting resources, and encourage adoption, ensuring both current and potential users are aware of the app’s improved capabilities.
The CareGiver App’s transformation improved usability, increased adoption, and delivered measurable business impact. By refining team processes, enhancing functionality, and prioritizing user needs, we created a stronger foundation for ongoing growth and better care management.