PROJECT - 2025
Care Mitra Mobile App
An elderly home nursing service booking app that improves communication and task clarity by 40%.
PROJECT OVERVIEW
Care Mitra was designed in response to the growing challenge families face in managing post-discharge care for elderly loved ones. The goal is to make home care less stressful and more reliable. The app connects families with trained professionals who can help with daily medical needs.
How might we help elderly users and their families easily discover, trust, and book qualified home nursing services without the complexity and uncertainty of current systems?
ROLE
UX/UI Designer
SCOPE
8 Weeks
PROCESS
User reasech, Interviews, Affinity mapping, userflow, User journey, Ideation, Design, Prototype, Usability testing, Interation.
TOOLS
Figma, Photoshop, Gmeet, Transcribe
PROBLEM STATEMENT
Families are struggling to access timely, affordable, and trusted home healthcare services for the elderly loved ones—leading to increased stress, delayed treatment, and poor health outcomes.
IV/Injections
Vital Signs Monitor
Wound Care
Elderly Care
Physiotherapy
Post-surgical Care
Traditional healthcare systems lack the flexibility to support everyday medical needs at home—such as injections, medication, wound care, chronic illness, and physiotherapy, etc.
This causes delays in care, more hospital visits, and stress for both elderly loved ones and their families. Even though many families need this kind of support, most home care services today are outdated, confusing, and hard to trust.
The current experience is stressful, inefficient, and often overwhelming for users navigating these services.
TARGET AUDIENCE
Who needs on going medical care at home. aging between 55-80 Years.
RECOVERY FROM ILLNESS/SURGERY
Working professionals aging 25-45 Years & juggling work + family.
ADULTS WITH AGING PARENTS
User Research
To understand the real problems families face when caring for elderly loved ones at home, we used qualitative research methods. These helped us gather deep insights about users emotions, daily struggles, and expectations.
SECONDARY RESEARCH
Fragmented Care Platforms
Most healthcare apps are specialized only for
booking or vitals tracking, but lack an all-in-one,
trusted solution.
Trust Gap in Digital Health
Many users are hesitant to rely on digital
healthcare tools without verified professionals
or transparent reviews.
Growing Elderly Population
By 2030, 1 in 6 people in the world will be aged
60 or older (WHO). This creates a growing
need for home-based care.
Caregiver Burden is Increasing
70% of caregivers report stress from managing
care without proper support tools
(AARP Study, 2022).
Gaps in Existing Platforms
Lack of features like end-to-end care tracking,
real-time communication, or emotional
reassurance features.
Patient-nurse Miscommunication
Lack of clear instructions or updates leads
to confusion post visits.
USER SURVEY OUTCOME
Users said trust and safety were their top priorities when choosing a home nurse.
72%
users said they struggle to find help on short notice.
80%
Wanted an app to include live service tracking, GPS tracking, Reminders for medicine, and appointments.
75%
Users said that they prefer apps with qualified nurse details, ratings and reviews.
68%
Users were comfortable using mobile apps when its intuitive and user friendly.
62%
Users said they would feel more secure if they could message a nurse in-app before they arrive.
85%
We conducted in-depth, semi-structured interviews with
10 participants, including adult children caring for elderly parents, elderly patients, and part-time nurses.
Users suggested:
Booking flexibility, Nurse bios, reminders, progress tracking, In-built messaging, and emergency support.
INSIGHT #3
Most of the uses found existing apps are confusing and lacking in personal touch. They want easy navigation and human-centered design.
INSIGHT #5
Real-time updates, communication with the nurse, and a way to monitor progress or issues would reduce anxiety.
INSIGHT #4
Trust is a major barrier. Users want verified profiles, background checks, and reviews before booking a Nurse.
INSIGHT #6
Many still rely on handwritten notes, WhatsApp messages, or calls — which are unreliable and easy to forget.
INSIGHT #2
Scheduling is a major pain point. Users struggle to find nurses quickly or match availability with their own time.
INSIGHT #1
Families are doing multi-tasking juggling work, household tasks, and medical needs. They feel emotionally and physically drained.
QUALITATIVE USER INTERVIEWS
Affinity Mapping
After conducting multiple phases like desk research, user interviews and surveys, I was sitting with a wall of full sticky notes — each holding a quote, behavior, or pain point from real users.
These became the pillars of our product thinking. Each category represented a major area of frustration or need, directly shaping our feature roadmap.
The Story Behind Our Personas
Finally done with affinity mapping, it was very great experience for me and myself, because it teaches me how we need think from user and business point of view. Each one represented a voice and a concern, a habit, a moment of daily stress. But something was missing. We needed a way to humanize this data — to step out of the abstract and design with real people in mind. That’s when we created our user personas: Vishal Gunni and Saket Verma.
User Statements
There is no weekly or monthly care plans.
Looks good, but I want to know more about their expertise skills.
No Real-time updates and confirmation messages.
If needed an early morning appointment, it wasn’t shown available slots.
Timely service updates and status details not available.
I’d like to know if the nurse has arrived the location or not.
The categories are unclear, and users unsure which service to pick.
There’s no info about nurse qualifications on the profile.
Opportunities
Recent customer reviews will build trust.
Showing weekly or monthly plans with discounts can increase product value.
Providing on time booking and confirmations
Enables last minute messaging features between nurse and users
Enable real-time GPS tracking.
Showing pre-visit checklist for families can helpful.
Adding realtime count down timer when nurse starts
Clear service category for quick booking and easy to scan.
Adding verified badges and certification tags will be helpful
RECOMMENDATIONS
USER JOURNEY
Discover
Decide
Booking
Pre-servicve
Post-Service
It’d be better if I could book the same nurse again.
A feedback system after every session would help.
Let users ask questions during visits.
Allow rebooking with the same nurse.
Include follow-up notifications & discounts.
Understanding the Journey
Now it's time to understand what they felt, why they felt it. To do that, we created a User Experience Map, to track their emotional highs and lows through the home nursing process.
We plotted their actions, thoughts, and emotions across each phase at Discover ->Decide ->Book ->Pre-service-> Post-service. And as we mapped their journeys, some clear emotional triggers and experience gaps came forward. with this key points we understood where thoughtful UX could improve trust, confidence, and ease.
Opportunity Areas
Quick On-Demand Booking
Visit Tracking & Logs
In-built Communication
Clear caregiver bios with certifications and user ratings
Filter nurses by urgency, specialty, or language compatibility
Live GPS check-in and status updates
Automated service logs build trust and accountability
Seamless in-app messaging
Notes, updates, and post-service feedback
After mapping user journeys and identifying key pain points, I had a solid understanding of what our users were going through. But understanding the problem is just the beginning — I needed ideas that could truly help. here i have added few main key features that can solve major users painpoints.
Visual Explorations
I had explored google and other platform to know how similar products or competitors are showcasing the features and product functionalities, then we have decide to sketch few main screens and then moved to high-fidelity wireframes to make sure the booking flows smooth from the home screen were spot on. It took me about a two weeks to refine everything into the final version.
This brainstorming phase helped me move from “user problems” to human-centered solutions. It gave the project creative energy and helped define a clear feature direction — one that was both functional and emotionally aligned with user needs and business goals.
SERVICE CARD ITERATION
A
B
C
Option C: After some thoughtful critique, came to the conclusion that the hierarchical grid (Option C) really stands out as the best choice. It has managed to double user attention on those high-urgency categories when compared to options A and B.
LIVE & SERVICE TRACKING ITERATION
A
B
C
Option C: After few iterations, the timeline design Option C aligned perfectly with clinical workflows, making it easy for nurses to navigate and providing comfort to families. The time estimates helped ease family anxiety, ensuring quick access when it was needed most.
BEFORE
Inflexible "Appointment for" field, whom user booking for it.
AFTER
Dropdown helps the user to select/edit patients
BEFORE
Users missed the "Special Instructions" field
AFTER
Changed to "Describe the problem"
→ Better engagement
I conducted two rounds of In-person testing, each with five users. Here are the key changes we made based on users feedback.
Usability Test & Iterations
Centralized medical record storage
SOLUTION
PAIN POINT
Users were struggling to manage and share prescriptions, reports, and health records.
Upload and store reports securely for quick access.
Manage prescriptions, insurance info, and patient profiles in a unified tab.
Easily sync with caregivers or family members, so everyone is aligned on care.
Real-time service status & Visit tracking
SOLUTION
PAIN POINTS
Users are finding difficulty of no visibility into nurse arrival or service progress.
Live nurse tracking users can follow the nurse’s route to their home
Timestamped check-in/out — users know exactly when the visit starts and ends
Service activity timeline — easy-to-read log of what was done during care
Transparent Care Plans & Verified Profiles
SOLUTION
PAIN POINT
Users were frustrated by the absence of upfront care plan options and unclear nurse details.
Users can view and choose weekly or monthly options upfront.
Verified nurse profiles with clear roles, specializations, and images for trust.
Transparent pricing all costs shown before booking, with no hidden charges.
A Clear and Guided Service Overview
SOLUTION
PAIN POINT
Users are finding difficulties to choose category or service and what it includes.
Simplified categories using visual icons for quick understanding
Service previews that explain exactly what’s included
Prioritized access to frequently booked services
This can help users to make quick descisions with less stress clarity more.
Final Design Solutions
In this final version, we offers a hassle free game changing features like easy to scanned Icons and categories, real-time updates, track Nurses live locations with GPS, and Users can share medical reports and as well as records with anyone without confusion.
Home Screen – Quick scannable core services, upcoming appointments, and special offers, top rated nurse, helpful articles.
My Schedules – Check out your upcoming appointments, booking details, and live check-ins, live service status.
Profile – Take charge of your preferences, payments, and patient information.
In-built Communication – Enjoy smooth in-app messaging between nurses and families.
Product features
What next
Use icons and a progress bar instead of dense timestamps.
Include a summarized “Current Status” card at the top of the visit page.
What I Learned
Introducing real-time status updates and live tracking helped ease user anxiety and improved transparency. However, some users found it overwhelming to interpret all the timestamps and data points.
Addressing Visibility of Care Progress
While working on Care Mitra, I realized that healthcare is rarely a solo journey especially for the elderly or dependent patients. Our design had to consider not just the patient, but also caregivers, children, or nurses who support them daily. This made me shift from a single-user mindset to a shared-access model.
Designing for Shared Responsibility
Testing the app with older users helped me understand the importance of slowing down interactions. Simple things like button labels, progress indicators, or confirmation pop-ups had to be rethought — not because they were broken, but because they lacked emotional clarity.
Learning from Non-Tech Users
This suggests a need for simplifying the visual language and perhaps incorporating more intuitive cues like icons or status summaries.
Simplify Status & Timeline Visualization
Introduce a “Who Can See This?” option for medical records.
Show data security badges and information about encryption.
Adding More User Trust Features
Improve contrast and button sizing for senior users.
Add an assistive voice guide for key actions (e.g., check-in status or uploading a record).
Enhance Accessibility
Allow syncing medical data and visit status with family members or multiple caregivers, reducing dependency on a single point of contact.
Cross-Caregiver Sync
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