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
📍 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 — 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 — designed for operational efficiency without losing human empathy.
🧩 Problem Space
In Australia, care providers face overlapping challenges:
• Staying NDIS compliant
• Managing multiple workers and clients
• Logging shift-based activities
• Handling certification and document expiry
• Geolocation and navigation to client sites
• Relying on outdated tools (spreadsheets, email chains)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.
🎯 Goals
Business Goals
• Improve compliance & efficiency
• Reduce admin & human error
• Create a scalable product for providers
User Goals
• Seamlessly manage schedules & documents
• Reduce mental load of manual tracking
• Empower workers to focus more on care than forms
👤 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
🔍 Research & Discovery
Primary Research
• 5 user interviews with NDIS support workers
• 3 shadowing sessions with roster managers
• Survey with 30 responses from small to medium provider networks
Key Insights
Staff forget to upload new certifications → trigger alerts required
Navigation to client site is a frequent frustration → maps & route planner added
Manual note-taking during shifts often gets lost → digital logs essential
Staff often forget to check-in → early check-in prompt before shift
🧪 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 → wireframes → Figma prototypes
Prototype
Usability-focused design with minimal friction
Test
2 usability rounds via Maze and moderated Zoom sessions
💻 UI System & Structure
1. Add User Flow
Fields: Name, Contact, NDIS ID, License Expiry, Photo Upload
• Smart validation for expired licenses
• Drag-and-drop doc import or upload via URL
• Password fields with toggle visibility (accessibility-first)
2. Add Employee Flow
• Similar to user flow but includes license number
• One-click "Add Employee" CTA with confirmation modal
• Auto-reminders based on License Expiry Date
3. Roster Flow
• Assign multiple employees to one user or vice versa
• Date/Time selector with smart constraints
• Task grouping with contextual user/employee dropdowns
• Location field with geolocation (Google Maps API embedded)
• Expandable goal/task components
• Visual feedback on added shifts for fast iteration
📈 Impact & Outcome
Results That Matter
💬 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."
🔚 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 — but deeply meaningful in the context of human service.