01
Project Overview
Work & Care Onboarding is a digital onboarding and triage (visitation) solution. It guides new users into a care programme and routes them to the right next steps.
The business challenge was to take a complex, multi-party onboarding and triage process and make it a clear, reliable digital experience.
Users are people entering the programme who need a smooth start, plus the advisors and teams coordinating around them.
02
My Role
I designed the onboarding flow and user journeys, developed the concepts for booking and calendar scenarios, and designed the error states and feedback mechanisms.
I produced the mockups and prototypes, and worked cross-functionally across business, data and development throughout.
- Discipline
- UX & product design, service flows
- Deliverables
- Onboarding flows, booking concepts, mockups & prototypes
- Team
- Business, data & development
03
Discovery & Research
I mapped the onboarding and triage journey end to end to understand how people entered the programme and where the process created friction or confusion.
Working across business, data and development surfaced the constraints and edge cases early — including where things go wrong and users need clear feedback.
04
Defining the Opportunity
The opportunity was to give users a guided, confidence-building onboarding — with booking and scheduling that felt manageable and clear feedback whenever something didn't go to plan.
Users needed clarity and reassurance at every step; the business needed a consistent, scalable onboarding; and both needed the flow to handle real-world booking and error scenarios gracefully.
- User need
- Clarity and reassurance while onboarding
- Business need
- Consistent, scalable triage & onboarding
- Success criteria
- Smooth flow that handles edge cases
05
Ideation & Design Process
I designed the onboarding flow and user journeys, then developed booking and calendar concepts to handle scheduling within the process.
I deliberately designed the error states and feedback mechanisms as first-class parts of the experience — not afterthoughts — and iterated through mockups and prototypes.
06
Collaboration
This was a deeply cross-functional project. I collaborated across business, data and development to align the design with real process rules and data constraints.
Designing booking scenarios and error handling required continuous back-and-forth with developers and data specialists so the experience matched what the system could actually deliver.
07
Solution
The solution is a digital onboarding and triage flow with clear user journeys, booking and calendar scenarios, and considered error states and feedback.
The UX rationale centres on reducing uncertainty: every step tells users where they are, what happens next, and what to do if something goes wrong.
- Onboarding flow
- Guided, step-by-step journey
- Booking
- Calendar & scheduling scenarios
- Feedback
- Designed error states and messaging
08
Impact
For users, the design turns a complex intake into a guided, understandable onboarding experience.
For the business, a consistent digital onboarding and triage flow — with booking and error handling designed in — creates a scalable, reliable foundation for the programme.
09
Reflection
What worked well: treating error states and feedback as core design work made the experience far more robust for real-world use.
The main challenge was reconciling business rules, data constraints and a smooth user experience across three disciplines at once. Future improvements would validate the booking and error flows with more real users and refine the edge cases.