How a digital tool can facilitate the act of care.
I led a group of UX researchers and designers in a service and product design program for one of the largest child care companies in the US. As the company tried to recover from the pandemic, it needed to re-imagine its offerings to stand out against the competition by providing best-in-class child care in a world where hybrid work had become the norm.
Through research, I led the team to develop and implement service and product concepts to enable caretakers to provide the best child care possible by striking a balance between using a digital enabler without losing a human touch.
Rethinking the experience
Grounding the work in empathy.
To understand the experience holistically I led the team of 4 UX researchers to interview 20+ Bright Horizons (BH) caretakers and 15+ parents across the United States. In the end, we concluded that BH employees and parents were stretched too thin trying to provide and accommodate child care during the pandemic. Above all, we learned that both BH employees and parents want child care to be a partnered effort.
Reimagine the visual language
Tapping into the joy of childhood.
For the visual language, I led a team of 6 designers and copywriters to push Bright Horizons’ existing design elements to uncharted territories.
We played with irregular shapes as the content modules and made the most out of mobile-native UX animation to simplify call-to-actions. In the end, we weaved a robust and scalable design system.
Designing the digital enabler
Enabling a more human approach to caretaking.
The main goal to achieve with the new app is to enable BH caretakers to use this tool to focus their care on the children. Daily reports and activity feed had been some of the main offerings given to parents to keep up to date on their children’s activities while they’re at work, but unfortunately, this proved time-consuming for the BH caretakers.
We solved this issue by creating a templated input approach that recognizes time and location to surface only the most relevant activities.
Building a partnership
Creating collaboration opportunities between parents and caretakers.
Communication is pivotal in building a strong partnership between parents and their children’s caretakers but can easily become overwhelming over the course of a busy day. We wanted to create a more mindful and intentional approach by building several "design speed-bumps" in the messaging feature including status notifications, templated quick answers, and quick reactions.
Bringing visibility to learning development.
Bright Horizons prides itself as the leader in providing high-quality education. One of the main issues is often parents don’t have visibility into their child's learning progress during their time at the center. The development feature works to solve the visibility issue while at the same time creating continuous learning opportunities in collaboration with the children’s parents at home.