ShiftCare: A Human-Centered Roster and Client Management System
UX/UI Case Study - Empowering Australia's NDIS providers with a people-first SaaS platform
Product
ShiftCare Web Platform
Role
UX/UI Designer & Researcher
Platform
Web
Year
2025
๐ Overview
ShiftCare is a people-first SaaS platform designed to empower Australia's NDIS providers, in-home aged carers, and allied health professionals. The system simplifies employee and client management by offering a robust roster, task, and communication platform โ all tailored to meet regulatory needs and enhance care delivery.
This case study focuses on the Roster Management System, User/Employee Profile Architecture, and the Task Workflow โ designed for operational efficiency without losing human empathy.
๐งฉ Problem Space
In Australia, care providers face overlapping challenges:
โข Staying NDIS compliant
โข Managing multiple workers and clients
โข Logging shift-based activities
โข Handling certification and document expiry
โข Geolocation and navigation to client sites
โข Relying on outdated tools (spreadsheets, email chains)
We aimed to replace fragmented tools with a unified, digital-first platform optimized for field-based support work.
๐ฏ Goals
Business Goals
โข Improve compliance & efficiency
โข Reduce admin & human error
โข Create a scalable product for providers
User Goals
โข Seamlessly manage schedules & documents
โข Reduce mental load of manual tracking
โข Empower workers to focus more on care than forms
๐ค Target Personas
Sarah - Field Support Worker
29, casual care staff
Needs: Track shifts, check in/out, upload licenses, add feedback, log incidents
Profile: Low technical literacy; prefers mobile-first simplicity
Values: Clear navigation, alerts, task checklists
Thomas - Roster Manager
45, Admin
Needs: Assign shifts, verify certifications, get reports, manage unavailability
Profile: Experienced with admin tools
Values: Transparency, batch operations, error-free logs
๐ Research & Discovery
Primary Research
โข 5 user interviews with NDIS support workers
โข 3 shadowing sessions with roster managers
โข Survey with 30 responses from small to medium provider networks
Key Insights
Staff forget to upload new certifications โ trigger alerts required
Navigation to client site is a frequent frustration โ maps & route planner added
Manual note-taking during shifts often gets lost โ digital logs essential
Staff often forget to check-in โ early check-in prompt before shift
๐งช UX Strategy
We chose to follow Human-Centered Design (HCD) and Design Thinking, progressing through:
Empathize
Interview support workers, understand context
Define
Core pain points (shift tracking, task compliance, doc renewal)
Ideate
Paper sketches โ wireframes โ Figma prototypes
Prototype
Usability-focused design with minimal friction
Test
2 usability rounds via Maze and moderated Zoom sessions
๐ป UI System & Structure
1. Add User Flow
Fields: Name, Contact, NDIS ID, License Expiry, Photo Upload
โข Smart validation for expired licenses
โข Drag-and-drop doc import or upload via URL
โข Password fields with toggle visibility (accessibility-first)
2. Add Employee Flow
โข Similar to user flow but includes license number
โข One-click "Add Employee" CTA with confirmation modal
โข Auto-reminders based on License Expiry Date
3. Roster Flow
โข Assign multiple employees to one user or vice versa
โข Date/Time selector with smart constraints
โข Task grouping with contextual user/employee dropdowns
โข Location field with geolocation (Google Maps API embedded)
โข Expandable goal/task components
โข Visual feedback on added shifts for fast iteration
๐ Impact & Outcome
Results That Matter
๐ฌ User Feedback
Field Staff
Support Worker
"The check-in alert saved me so many times. I used to forget the exact shift start."
Roster Manager
Admin
"Now I can assign 5 shifts in a few clicks, and see who has an expired cert in one place."
๐ Conclusion
ShiftCare's reimagined employee and roster management UI bridges the gap between compliance and care. Through a refined UX process rooted in empathy and supported by research, we delivered a platform that's not just functional โ but deeply meaningful in the context of human service.