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๐Ÿฉบ

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

๐Ÿ“ 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.

๐Ÿงฉ Problem Space

In Australia, care providers face overlapping challenges:

โ€ข Staying NDIS compliant

โ€ข Managing multiple workers and clients

โ€ข Logging shift-based activities

โ€ข Handling certification and document expiry

โ€ข Geolocation and navigation to client sites

โ€ข Relying on outdated tools (spreadsheets, email chains)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.

๐ŸŽฏ Goals

Business Goals

โ€ข Improve compliance & efficiency

โ€ข Reduce admin & human error

โ€ข Create a scalable product for providers

User Goals

โ€ข Seamlessly manage schedules & documents

โ€ข Reduce mental load of manual tracking

โ€ข Empower workers to focus more on care than forms

๐Ÿ‘ค 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

๐Ÿ” Research & Discovery

Primary Research

โ€ข 5 user interviews with NDIS support workers

โ€ข 3 shadowing sessions with roster managers

โ€ข Survey with 30 responses from small to medium provider networks

Key Insights

๐Ÿ’ก

Staff forget to upload new certifications โ†’ trigger alerts required

๐Ÿ’ก

Navigation to client site is a frequent frustration โ†’ maps & route planner added

๐Ÿ’ก

Manual note-taking during shifts often gets lost โ†’ digital logs essential

๐Ÿ’ก

Staff often forget to check-in โ†’ early check-in prompt before shift

๐Ÿงช UX Strategy

We chose to follow Human-Centered Design (HCD) and Design Thinking, progressing through:

1

Empathize

Interview support workers, understand context

2

Define

Core pain points (shift tracking, task compliance, doc renewal)

3

Ideate

Paper sketches โ†’ wireframes โ†’ Figma prototypes

4

Prototype

Usability-focused design with minimal friction

5

Test

2 usability rounds via Maze and moderated Zoom sessions

๐Ÿ’ป UI System & Structure

1. Add User Flow

Fields: Name, Contact, NDIS ID, License Expiry, Photo Upload

โ€ข Smart validation for expired licenses

โ€ข Drag-and-drop doc import or upload via URL

โ€ข Password fields with toggle visibility (accessibility-first)

2. Add Employee Flow

โ€ข Similar to user flow but includes license number

โ€ข One-click "Add Employee" CTA with confirmation modal

โ€ข Auto-reminders based on License Expiry Date

3. Roster Flow

โ€ข Assign multiple employees to one user or vice versa

โ€ข Date/Time selector with smart constraints

โ€ข Task grouping with contextual user/employee dropdowns

โ€ข Location field with geolocation (Google Maps API embedded)

โ€ข Expandable goal/task components

โ€ข Visual feedback on added shifts for fast iteration

๐Ÿ“ˆ Impact & Outcome

Results That Matter

Missed shifts
~12/month โ†’ โ†“ 80%
License expiry non-compliance
18% โ†’ โ†“ 95%
Roster creation time
~6 min/shift โ†’ โ†“ 60%
Notes lost or incomplete
Frequent โ†’ โ†“ 70%

๐Ÿ’ฌ User Feedback

S

Field Staff

Support Worker

"The check-in alert saved me so many times. I used to forget the exact shift start."
T

Roster Manager

Admin

"Now I can assign 5 shifts in a few clicks, and see who has an expired cert in one place."

๐Ÿ”š 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.

๐Ÿš€ Next Steps

โ€ข Mobile app rollout with offline-first capability
โ€ข AI-generated behavior log suggestions
โ€ข Predictive unavailability based on past patterns
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