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Caregiver
Support App

Company:

Grayce

Role:

Product Design

Date:

March 2023 - Present

The (high-level) context

From Concept to Launch: Designing a Comprehensive Mobile App to Support Caregivers at Every Stage

As the first design hire at Grayce, I led the creation of a robust mobile platform aimed at transforming the caregiving experience. By conducting hundreds of user interviews and iterating based on real feedback, we grew from 0 to 4,000 users, achieving a 4.96/5 star rating on the App Store and an 85 NPS score.

The (specific) context

Our platform offers custom Care Plans, built by Navigators, to support individual health needs

They include specific resources, clear next steps, and a list of actions the navigator will complete on the member’s behalf. As circumstances change, plans are updated dynamically making clarity and consistency essential.

Meet the Users

The Patient (Member) 💜

Adults managing complex or chronic health conditions for themselves or others. Often feeling overwhelmed or anxious about their care journey.

The Navigator 🩺

Independent contractor care navigators, often nurses or social workers, with limited training on the platform and minimal company onboarding.

The Frustrations

The Patient 💜 …

….struggled to understand what their care navigator was working on, which tasks were complete, and what actions they needed to take, leading to confusion, frequent support calls, and reduced trust in the service.

  • Inconsistent or jargon-heavy language

  • Unclear status updates and confusing timelines

  • Feeling left in the dark about progress

The Navigators 🩺 …

…found the care plan creation process unintuitive and inconsistent due to:

  • Lack of standardized templates or guidance

  • An unintuitive interface that slowed them down

  • Difficulty ensuring clear, consistent messaging to members

The Challenge

Grayce offers a wide range of caregiving services, but this diversity also made it challenging to clearly communicate our offerings. Many users, often overwhelmed by complex caregiving decisions, were eager for expert guidance — and needed it fast. We needed a way to simplify this process and make Grayce accessible to users of all ages and technological backgrounds.

My Role

I designed a digital system for care plans, allowing clinicians to easily input tailored support and resources, while enabling members to seamlessly access and interact with their plans. I also incorporated a back-and-forth dialogue between clinicians and members to adjust plans as needed.

As the platform grew, I integrated self-serve resources and peer community tools, ensuring these features complemented the core clinical offering without overwhelming users who preferred personalized support.

The Goal

The Goal

Design an intuitive care plan interface that clearly communicated progress, next steps, and actions, reducing member confusion and improving navigator efficiency.

The Evolution of the Care Plan

The Evolution of the Care Plan

Where it started

We began with a simple Google doc—just a living document between users and our service team.

V1: Going digital

Grayce's first attempt at a web experience, built by an outsourced agency, was an important milestone—but it highlighted the challenges of designing for an agile and evolving startup. Without a clear hierarchy, the experience still struggled to answer the question "how are you helping me?"

V2..3…4: The stages of iteration

Grayce goes Mobile. conducted qualitative and quantitative user research including surveys, field studies, usability tests and over 80 one on one user interviews.

Final UI

Implementing systems that clearly communicate progress, status, and next steps to users managing complex health journeys.

Connecting the Member Experience to Navigator Actions

By aligning navigator workflows directly with the member-facing UI, I created an intuitive experience where updates were instantly reflected in a clear, standardized format. This made it easy for navigators to build and edit care plans confidently, even with minimal onboarding

Internal Clinical Tools
and Dashboards

Disjointed internal tools were hard to look at and harder to use. A complex workflow had developed piece by piece over the past three years in response to rapidly evolving business needs. This incremental development led to a complete internal software redesign.

PS - this was a huge project, check out this case study for the nitty gritty stuff.

Additional components of the member experience redesign
Additional components of the member experience redesign
Additional components of the member experience redesign

Modular Learning

Onboarding

Onboarding is the first opportunity to gather insights that allow us to provide truly personalized support. By capturing key data like Social Determinants of Health (SDOH) and identifying risk levels, we can tailor interventions, connect members to the right resources, and categorize them into precise use cases.

Since the redesign, the onboarding completion rate has improved to 85%, surpassing our initial goal.

Seamless Peer Community Integration

We integrated the community component directly into the Grayce app, enabling real-time interaction and stronger engagement. This integration not only improved user participation but also allowed us to gather valuable user data we did not previously have access to.

Event guides

I streamlined our event guide’s UX to simplify sign-ups and encourage attendance. By simplifying the flow users can quickly register and invite others, boosting participation.

Event guides

I streamlined our event guide’s UX to simplify sign-ups and encourage attendance. By simplifying the flow users can quickly register and invite others, boosting participation.

Final thoughts

This redesign has set the foundation for continuous iteration as business needs evolve. By integrating user feedback into every stage of the process, we've been able to refine the app to better serve our caregivers. Member feedback has been overwhelmingly positive, with users appreciating the ease of navigation. As we move forward, the app will continue to adapt based on real-time insights that we are now able to capture and aggregate.