Nourish Feedback
Nourish provides an easy to use and accessible solution for recording, reporting and coordinating of care, to reduce the amount of paper being used in documentation in care homes and give the care staff more time with their residents.
I conducted stakeholder interviews, learned about the touch points a carer has with Nourish and the application and setup the first feedback mechanism. I also researched how other companies acquire feedback from their users to design a feedback solution for the Nourish application.
First Initiative
Nourish wanted to measure the level of satisfaction from the care providers at various levels to gain a solid understanding from when they first use the Nourish application to later on when they use it throughout the day care. This would improve the product and engagement with the end user and help identify any areas of confusion and potential improvements.
Challenge
Avoid disruption of the carer and the day structure
Avoid asking too many questions and requesting feedback multiple times
Find a way to collate all the data and keep the user in the loop
The audience and touch points
From when a care home decides to implement and use the Nourish application to the day the application gets used by the care provider several people could be involved in the process.
After the stakeholder interviews I was able to write up the main touch points and started to concentrate on the first time experience when the carer receives the first training on the Nourish application.
The questions and medium
Together with my colleagues we discussed which information we want to find out and how to ask the questions. I created two surveys with different style of questions, to find out if qualitative or quantitative questions are better suited for the situation.
As we wanted a quick turnaround, we decided to go with the medium paper and concentrated on only one trainer for the first iteration.
First iteration
In the first care training session we got enough feedback and were able to learn if the questions gave us the desired information.
We had quantitative and qualitative data and were able to compare them and therefore extend the Journey map for the touch point Nourish Application Training.
Findings
We learned that most care provider who take part in the Nourish Application Trainings day do not know much about Nourish beforehand. We therefore want to start to prepare the care staff for the Trainings day with details about the Nourish application in advance, to reduce anxiety and nervousness.
Another main goal is to also reduce paperwork in the care takers daily work life, a future way of filling out this feedback form is to implement a feedback mechanism within the Nourish application.
Second Initiative
From the Stakeholder interviews I also learned that it was essential to gather feedback from our existing long term care providers. Similar to the first initiative, we wanted to test quickly and find out if the questions asked give us the information we need to improve the Nourish application.
We selected care providers which were all at different stages in the journey to find out more from them and what they think about Nourish and the application.
In this scenario we had more options for choosing the medium, as we could have used existing Intercom from the customer service team, as well as electronic surveys. However they both came with disadvantages and we also didn’t had much time, so we decided again on the medium paper.
With paper I was able to make the message to the care provider personal and it doesn’t require any software development and is cheap.
Due to time constraints I wasn’t able to assess the outcome of this initiative.
Competitive Research and Usability testing
From the beginning of this project I gathered information on how other companies gather feedback from their users either via a website or within a mobile application.
There are multiple ways feedback mechanism can be implemented and in the remaining time I had with Nourish,
I was able to mock up a paper prototype and use it within the Marvelapp for interactive testing.
Making an interactive prototype
Conclusion
We learned a lot from the first stages of putting these feedback mechanism into place, although having used the medium paper. We learned that the care providers need more information upfront before the first day of education starts, so that the staff is not anxious or nervous.