When Senior Community Services first came to NiceUX, their CareNextion application was about 10 years old at the time. This made updating the current design very difficult and time consuming. Not only was it inefficient and difficult to make usability improvements to the existing architecture, but when the system was initially designed by the engineer, it was done with regards to the database before the users goals.
The previous CareNextion application was built with ColdFusion on the back-end, and on the front-end with table based HTML with inline CSS for everything. This made it near impossible to efficiently and effectively maintain anything on the site.
We performed a baseline usability test to gauge the current state of the legacy system. We quickly found multiple serious and moderate usability issues with tasks that users performed frequently and were essential to the success for the use of the application. The time to task completion for tasks such as creating a care team (3:34 average), scheduling care tasks (8:12 average), and assigning tasks to individual care team members (2:35 average) we found unacceptable. It was quite obvious that user’s expectations on where to find information, or how to perform these tasks, went unmet.
In addition, the location-based context in which users would search for provider information, wasn’t existent. Making finding a provider to perform certain duties, like grocery delivery, was an exhaustive list of all the locations CareNextion supported. Which, at the time was the entire Minneapolis metropolitan area and outlying suburbs.
Poor Performance & Not Responsive
Like I mentioned above, the codebase of the previous application had a lot of weight to it and was roughly 10 years old. Even modern browsers, had trouble loading pages of content. This plays right alongside the time to task completion above. The more searching and screens a user needs to use to complete a task, the longer they are going to wait for those screens to load. And hopefully, they get what they need from visiting that screen.
One of the major goals of Senior Community Services was to ensure this application was able to be used on a wide variety of devices and screen sizes. Mainly targeting iOS and early Android devices. But if we decided to adapt the current codebase and design, the performance while poor on desktop computers with fast internet connections, would be intolerable on smaller devices with 3G connections.