The Project

Many parents, especially mothers from low-income or single-parent households, miss or delay medical appointments due to a lack of accessible childcare. This negatively impacts both healthcare outcomes and system efficiency.

Role:
UI/UX Design Team (3 designers)
UX and Market Research (4 researchers)

Date:
12 Weeks

Skills:
Figma, Figjam (Prototyping, Design Systems), Miro, Excel (User research: Pain points)

The Solution

CareBridge — a digital service that connects parents to local hospitals offering on-site childcare, enabling stress-free medical visits. The platform supports:

Discover nearby hospitals with childcare support
Easily book time slots for childcare
Submit testimonials and reviews
Coordinate volunteer caregivers behind the scenes

Part 1

Discovery Research and Understand User

Qualitative and Quantiative Research

5 parent surveys — 60% reported childcare conflicts caused missed/delayed appointments
Secondary research — validated the widespread impact of childcare barriers in healthcare
‍Reddit digital ethnography — 15+ parents echoed emotional and logistical burdens
‍Interviews — Healthcare workers expressed willingness to partner with support services

Key Insights

Parents value trust, transparency, and simple navigation
Visual and emotional reassurance are critical in a healthcare setting
Availability and affordability are major blockers

Part 3

Design Process

Low-Fidelity Wireframes

We began with the sketches of : Homepage, Hospital Info Page, Review Submission Interface, and Time slot booking Calender

Branding and Design System

A user friendly yet trustworthy visual identity aligning with the range of users we are providing this service to

Part 3

Usability Testing

Testing Format

We conducted 3 rounds of moderated usability tests using think-aloud protocols and semi-structured interviews.
Partcipants: 6 users, mixed tech backgrounds, mostly parents
User Tasks:

Find childcare service info
Submit a testimonial as a userr
Locate FAQs and community information
Book a time slot

Key Feedback Themes

User testing revealed several usability pain points in the initial prototype. Participants often missed key content on the hospital page due to unclear scrolling cues, and the “Write a review” button caused confusion by not directing users to the intended section. Many users relied heavily on the footer for navigation, which exposed issues with inconsistent or non-functional links. On a positive note, the platform’s visuals, including hospital imagery and thoughtful color usage, received strong praise for enhancing trust. However, the booking process felt lengthy, particularly the step requiring insurance details, which some users found unnecessary or cumbersome.

Impact and Results

System Usability Score

Final: 97.25 (+40% improvement)
Initial: 56.25

Key Feedback (Before Iteration)

Some users didn’t know to scroll on hospital page
FAQs found easily, but footer links were buggy
Review section was hard to find
Visual hierarchy appreciated (e.g. hospital imagery)

Iteration Summary

Made CTA buttons more prominent
Fixed non-functional footer links
Improved accessibility contrast
Added hospital photos + trust-building bios

The Project

The Solution

Discovery Research and Understand User

Define and Ideate

Design Process

Usability Testing

High-Fidelity Prototype