10,000 Monthly Active Users following mobile app rollout with continued MoM growth
TL;DR
Host Healthcare’s legacy desktop onboarding system was outdated and frustrating, limiting user growth.
I redesigned the onboarding process creating a seamless experience as Lead Service Designer.
I conducted research with a Service Design Blueprint, designed a mobile app in Figma, and tested prototypes iteratively with team collaboration.
Result: Launched a mobile app with 10,000 Monthly Active Users and ongoing growth, boosting efficiency and satisfaction.
Situation
Host Healthcare, a company connecting traveling nurses with job opportunities, relied on an outdated, desktop-only onboarding system. This legacy platform was clunky, unintuitive, and slow, causing frustration for nurses and leading to incomplete onboarding attempts. As a result, the company struggled to onboard new users efficiently, impacting both nurse satisfaction and business growth.
Task
As the Lead Service Designer, contracted through Opus Match, my task was to overhaul the onboarding process, starting from the public-facing homepage and guiding nurses to a fully completed, logged-in state. The objective was to create a seamless, efficient experience that reduced friction, improved accessibility, and supported Host Healthcare’s goal of scaling user onboarding effectively.
Action
I led a comprehensive, user-centered redesign process with the following steps:
Research: Collaborated with 6 department heads and VPs to understand user needs, using a custom Touchpoints tool to create a Service Design Blueprint in Figma that mapped the onboarding journey and pinpointed friction points.
Design Process: Designed a mobile app interface in Figma to replace the legacy system, built interactive prototypes, and conducted remote usability testing via Zoom to refine the design iteratively.
Collaboration: Worked with a Junior Designer, Project Manager, and offshore Development team to ensure alignment, translating research insights into a practical, user-friendly solution.
Result
The redesigned onboarding process, delivered via a mobile app, streamlined the nurse experience with intuitive navigation, simplified forms, and mobile accessibility. Post-launch, the app achieved 10,000 Monthly Active Users with consistent month-over-month growth, demonstrating strong adoption, improved satisfaction, and enhanced onboarding efficiency.
Travis Duke
CMO-Host Healthcare
Our partnership with Opus Match helped us remove key pain points throughout the digital travel healthcare experience. This allowed us to reach our Travelers with the right message, in the right place, at the right time.
