Rethinking onboarding for family caregivers

The problem

A large share of new accounts were created by adult children for a parent, but onboarding assumed the patient was the one signing up.

What needed to be done

Understand how caregivers set up and use the app, and recommend changes to sign-up and permissions.

How the right problem was found

I ran 14 interviews with caregivers and shadowed three of them through a first setup. They needed to act for someone else, share access with siblings and keep medical details private. I facilitated a workshop with product and legal to turn those needs into a delegated-access model.

The outcome, measured

Caregiver accounts became a supported type with clear permissions, and the team stopped losing them at sign-up.

14

Caregiver interviews

-22%

Sign-up drop-off for caregiver accounts

5

Product decisions changed

Skills and tools