José Arias

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José Arias

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José Arias

CareCore

Unifying Onboarding, Profiles, and Web to Restore Trust and Increase Caregiver Activation by 18%

Shipped

CareCore was a HIPAA-regulated healthcare marketplace connecting caregivers and employers. While compliant, the platform was structurally ambiguous and inaccessible, weakening trust and slowing decision-making.

This project restructured onboarding, profiles, and the website to restore clarity and credibility without compromising compliance.

Note: Per a non-disclosure agreement signed by both parties, the name of the client was changed. Elements of the work produced for this project have been modified or omitted in their entirety.

Tools

Sketch
Paper sketching

Industries

Healthcare
Employment

Work

Strategy
Mobile Design
Web Design
Accessibility
Information Architecture

Team

Founder
Developer
Caregiver Specialists
UX Design Contractor (me)

Project Status

Shipped 2018

Caregiver Activation

18%

Onboarding completion increase

Onboarding Efficiency

25%

Faster task completion in usability testing (n=8)

Caregiver Activation

18%

Onboarding completion increase

Onboarding Efficiency

25%

Faster task completion in usability testing (n=8)

Decision Evidence

Website and Onboarding as Trust Infrastructure

This prototype shows how the public website and caregiver onboarding were rebuilt as a cohesive system to establish trust in a HIPAA-regulated marketplace. The work addressed foundational gaps in UI consistency and accessibility while aligning structure, language, and pacing across surfaces, ensuring expectations set on the website carried through onboarding.

The decisions reflected here informed the onboarding and profile trade-offs below and provide context for the activation and task-completion metrics that follow.

Decision Evidence

Website and Onboarding as Trust Infrastructure

The decisions reflected here informed the onboarding and profile trade-offs below and provide context for the activation and task-completion metrics that follow.

Problem Statement

Onboarding and profile workflows were structurally unclear and inconsistently aligned with the public website, increasing cognitive load in a HIPAA-regulated environment. This reduced caregiver completion rates and slowed employer decision-making, weakening trust across the marketplace.

Trade-off

Simplifying Onboarding Without Undermining Compliance

Intent
Increase caregiver activation by making onboarding clearer and more predictable, without compromising data integrity in a HIPAA-regulated flow.

Constraint / Pushback
Regulatory requirements limited which fields could be deferred, and stakeholders were concerned that restructuring the flow could introduce compliance risk or downstream support burden.

Decision Made (and Why)
Instead of removing required fields, onboarding was reorganized around cognitive load reduction, grouping related questions, clarifying language, standardizing labels, and adding progress visibility. Lightweight usability testing with non-technical caregivers validated comprehension improvements without increasing regulatory risk.

What Shipped vs. What Was Deferred
Shipped: Step-based structure, clearer language, improved error states and touch targets
Deferred: Conditional logic and automated data validation pending backend support

Impact

↑ 18% onboarding completion → more caregivers activated without added compliance risk
Fewer input errors → reduced rework and support overhead
Improved accessibility → lower cognitive and motor strain → quality and risk reduction

Trade-off

Information Density vs. Trust and Decision Speed

Intent
Help employers evaluate caregivers quickly and confidently by surfacing decision-critical information first, while preserving completeness and transparency.

Constraint / Pushback
Profiles had accumulated dense content over time, and stakeholders were hesitant to reorder information out of concern that reducing visibility could undermine trust or fairness.

Decision Made (and Why)
Rather than displaying all information equally, progressive disclosure was introduced—elevating certifications, availability, and endorsements while structuring secondary details more clearly. Profile hierarchy was aligned with website messaging to ensure consistent trust signals across surfaces.

What Shipped vs. What Was Deferred
Shipped: Reordered profile hierarchy, clearer grouping, aligned web and in-product structure
Deferred: Advanced filtering, comparison tools, and profile personalization

Impact

↑ 25% faster task completion → quicker employer evaluation and decisions
Clearer hierarchy → reduced misinterpretation of qualifications
Cross-surface consistency → fewer expectation gaps → stronger marketplace trust

Key Takeaway

Trust Is Built Through Structure, Not Surface Polish

In a HIPAA-regulated marketplace, aligning information hierarchy and accessibility across web and onboarding reduced friction and improved activation without increasing operational risk.

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Helping mission-driven orgs design and maintain scalable products.

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Helping mission-driven orgs design and maintain scalable products.

EXPLORE

Work

Playground

About

Contact