Care Sourcer

7 minutes minute read

Activities: • User Research • Workshop Facilitation • Wireframe • High Fidelity Design • Prototyping • User Testing


Care Sourcer is a marketplace for people looking for care in the UK. One side of the marketplace are ’Seekers’, who are people looking for care, and on the other side we have ‘Providers’, care businesses who provide the care. My squad was tasked to show value to our Providers as the product from the Seekers view was fundamentally changing. What can we do for a minimum viable product in our 2 week sprint.

The problem

The Seeker facing product was fundamentally changing, which meant the value that Providers were getting was going to change. We worked with the hypothesis – Seeker value equals Provider value.

Team and my role

1 x Product Designer (me)
1 x Product Manager
1 x Marketer
1 x Business Development Manager
2 x Engineers

Tools used


User research

I didn’t know much about the Providers, so I got the Business Development Manager in my squad to organise 4 half day visits with local care providers at their offices. The purpose of these visits was to  –

  • Observe the care Providers in their environment and how they use our product. We know in analytics some pages were hardly ever visited and we wanted to understand why not.
  • Get their views on the seekers view redesign. We sent all providers an email about the redesign and we had little feedback on it, and wanted to understand their thoughts on it.
  • Card sorting exercise of their top tasks they want done in the new Provider product
  • Bonus task – participate in a participatory design exercise of what the new Provider dashboard could be like.

Picture of Provider designing what the new dashboard could look like

Picture of Provider designing what the new dashboard could look like

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Using Trello for the card sorting exercise

Using Trello for the card sorting exercise

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Observing and why some pages were not being used.

The Providers offices varied in size, depending on how big they were, but they were mostly open plan offices. From analytics we know that not many Providers are going into two pages – ‘My Profile’ and Accounts pages. During the visits, I asked the Providers about these pages and 3 out of 4 of the Providers didn’t realise that they were there and when explaining to them what the pages do, they all said that when they have a problem with their account (which they seldom do), they call their Account Manager straight away and get them to deal with it.

Seekers redesign

All of the Providers thought the redesign for the Seekers was a good idea. One Provider did have a concern in when they are busy they don’t want to be contacted by Seekers because his staff are already stretched as it is and don’t want to be dealing with Seekers who are just enquiring, especially if they can get most of the information on their Care Sourcer page or their own website.

Card sorting exercise

Although all the complete lists from each Provider varied in terms of their priority order, the top 3 tasks didn’t vary at all.

Participatory design 

This was a bonus task and although all Providers did have time to do this, only 1 Provider felt comfortable to do this. This was a task to see how the Provider wanted the new dashboard to look like.

Wireframes and high fidelity design

Using the analysis from the Provider visits, I go straight into wireframing the first iterations of what the new dashboard will look like.
Sitting down with the Product Manager we went through the wireframes and decided which design we should go with.

Wireframe of new provider dashboard

Wireframe of new provider dashboard

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Picture of the new provider dashboard

High fidelity design of provider dashboard

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User Testing

Once the high fidelity design was completed, I went into Principle to make it an interactive prototype to test it with Providers.

I went back to the same 4 Providers to test the prototype with them. I had an hour with each Provider. I wanted to understand if they could use the new Provider product and if they could perform the top 3 tasks identified when they conducted the card sorting exercise.

Picture of new Provider dashboard in Principle app

Picture of new Provider dashboard in Principle app

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Picture of the new proposed wireframe of the new dashboard

Wireframe of the new dashboard

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Change due to user testing

2 out of 4 Providers completed the tasks but all of them said it looked too complex for what they wanted to do. One of the Providers was concerned about their staff using it and not really understanding charts and graphs because their job is to provide care and not look at charts.

Taking the feedback from the Providers, I sat down with the Product Manager and we decided to strip the provider product down to basics. Instead of providing rich information, we decided to make ease of use with basic information.

After creating the design for the new Provider product, I worked with the engineers to build the new Provider product.


After 2 weeks of launching the new Provider product we saw an increase of 80% engagement compared with the old Provider product. We also helped Providers get back in contact with 75% of Seekers who initially couldn’t get through to them.

View live project

Picture of Macbook and iphone with Care Sourcer new Provider Dashboard on it

High fidelity design of provider dashboard

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animated coffee

Thanks for reading

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