Workforce experience vision

Crafting the strategic direction for the new Workforce Experience domain

RESEARCH - PRODUCT STRATEGY - USER EXPERIENCE

Workforce experience vision

Crafting the strategic direction for the new Workforce Experience domain

RESEARCH - PRODUCT STRATEGY - USER EXPERIENCE

Workforce experience vision

Crafting the strategic direction for the new Workforce Experience domain

RESEARCH - PRODUCT STRATEGY - USER EXPERIENCE

Workforce experience vision

Crafting the strategic direction for the new Workforce Experience domain

RESEARCH - PRODUCT STRATEGY - USER EXPERIENCE

Workforce experience vision

Crafting the strategic direction for the new Workforce Experience domain

RESEARCH - PRODUCT STRATEGY - USER EXPERIENCE

Carer retention is a major challenge in the care industry, with high turnover causing significant costs for agencies. Alongside my PM, we developed a vision for a workforce experience to help agencies retain caregivers, marking Birdie's entry into a new domain with potential for financial growth.

Carer retention is a major challenge in the care industry, with high turnover causing significant costs for agencies. Alongside my PM, we developed a vision for a workforce experience to help agencies retain caregivers, marking Birdie's entry into a new domain with potential for financial growth.

The opportunity

The opportunity

Research and discovery conducted by myself and my PM uncovered an opportunity to boost retention through workforce management tools. These tools would integrate seamlessly with Birdie's existing modules, marking our first steps into a comprehensive HR offering.

The vision

The vision

Our vision is to empower care agencies in building and maintaining an engaged and happy workforce. Through collaborative workshops and stakeholder engagement, we (me, PM and the Tech lead) identified opportunities where Birdie could make a significant impact on caregiver retention.

Smoother onboarding

Delays in onboarding new caregivers are common, causing caregivers to start earning later and impacting the agency's ability to see quicker returns.
The current manual process, involving repeated back-and-forth for collecting documents, is inefficient. We proposed a streamlined, self-serve onboarding through the app, allowing caregivers to upload information quickly and start going out on visits sooner.

A supportive working environment

Our research reveals that caregivers are five times more likely to leave within the first 12 weeks due to feeling unprepared and lacking confidence in providing quality care.

To address this, we envisioned a system that creates a supportive work environment, featuring regular pulse check surveys and 24/7 access to guidance from experienced carers.

More control over earnings

Low pay is the main reason caregivers leave, but while Birdie can’t change wages directly, providing better visibility of earnings and offering extra shifts can help. With shifts often opening up last minute, a system that alerts carers to available work would help them meet income goals and solve scheduling challenges for agencies.

More control over earnings

Low pay is the biggest reason carers leave their roles, which Birdie cannot directly affect. However, giving carers more visibility over their earnings and finding ways to offer extra shifts to increase pay could help.

Greater visibility over absences

Allowing carers to view and manage their holidays directly from the app addresses a major source of frustration and stress caused by the lack of visibility over time off. Carers can easily check their holiday balance, book time off and view booked or past absences. This integration with Birdie's rostering system also benefits agencies by reducing reliance on third-party software and minimising duplicate data entry.

Impact

Impact

With backing from Birdie's leadership, the first Workforce Experience features were developed and launched to a Beta cohort. Timesheets were made available to carers, providing visibility over their earnings. This reduced the stress of uncertainty and enabled them to better plan their lives financially.

"This is a wonderful addition. It's worrying when you can’t see the hours that you’ve worked"
"This is a wonderful addition. It's worrying when you can’t see the hours that you’ve worked"
"This is a wonderful addition. It's worrying when you can’t see the hours that you’ve worked"
"This is a wonderful addition. It's worrying when you can’t see the hours that you’ve worked"

Jasmine - Carer

The new Absence management feature achieved a 65% adoption rate within the first 6 weeks of the Beta program, prompting positive reviews from both carers and office staff.

“This has been a game changer for us. There’s much less back and forth with the carers about holiday entitlement. It means we can focus on delivering quality care”
“This has been a game changer for us. There’s much less back and forth with the carers about holiday entitlement. It means we can focus on delivering quality care”
“This has been a game changer for us. There’s much less back and forth with the carers about holiday entitlement. It means we can focus on delivering quality care”
“This has been a game changer for us. There’s much less back and forth with the carers about holiday entitlement. It means we can focus on delivering quality care”

Victoria - HR Manager

Impact

With backing from Birdie's leadership, the first Workforce Experience features were developed and launched to a Beta cohort. Timesheets were made available to carers, providing visibility over their earnings. This reduced the stress of uncertainty and enabled them to better plan their lives financially.

"This is a wonderful addition. It's worrying when you can’t see the hours that you’ve worked"

Jasmine - Carer

The new Absence management feature achieved a 65% adoption rate within the first 6 weeks of the Beta program, prompting positive reviews from both carers and office staff.

“This has been a game changer for us. There’s much less back and forth with the carers about holiday entitlement. It means we can focus on delivering quality care”

Victoria - HR Manager

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