Australian Aged-Care Ecosystem
Research and end-to-end product design for an aged-home-care ecosystem in Australia, supporting the operational relationship between organisations, administrators, coordinators, care workers, caretakers, patients and family contacts.
This was not only a scheduling product. It was a connected operational ecosystem for care delivery, role management, assignments, records, communication and administration — spanning both public-facing and internal systems.
Client identity withheld due to confidentiality.
Context
Aged care is a service ecosystem rather than a single digital workflow. An organisation may need to manage locations, staff, care workers, patients, services, appointments, assignments, shifts, care notes, documentation, compliance and reporting — and the people using the system have very different responsibilities. An administrator needs visibility and control; a coordinator needs to organise people and services; a care worker needs clear daily tasks; a patient needs a simple, reassuring experience. The design had to support these differences without fragmenting the product.
The problem
Fragmented operations
Care information spread across spreadsheets, messages, documents and manual systems.
Role confusion
Different users need different access, tasks and responsibilities.
Scheduling complexity
Appointments, recurring activities, shifts and changing availability.
Incomplete visibility
Admins need to know what's assigned, completed, delayed or missed.
Care documentation
Care notes and service records must be easy to capture and review.
Accessibility & trust
Used by people with different technical confidence; care products must feel reliable.
Users & roles
Super administrator
System-wide control — organisations, plans, users, global settings and platform activity.
Organisation administrator
One care organisation — staff, care recipients, services, schedules, operations and settings.
Care coordinator
Operational coordination — assign workers, manage schedules, review plans, resolve conflicts, monitor completion.
Care worker
Care delivery — assignments, patient info, check in/out, notes, tasks, issue reporting and status.
Caretaker / support
Supports or coordinates care on behalf of a recipient.
Patient & family
Access to relevant care information, appointments, updates and support contacts.
Product scope
Marketing website
What the company offers, who it's for, service categories, trust signals and enquiry / access.
Super admin
Organisation, user, role and plan management; system settings, activity monitoring and reporting.
Organisation management
Profile, locations, staff, services, care workers, patients, documents and settings.
Care worker platform
Dashboard, today's assignments, schedule, patient profile, care plan, tasks, notes, check-in/out and notifications.
Patient portal
Care overview, upcoming services, assigned workers, appointments, messages, documents and preferences.
Internal operations
Scheduling, assignment management, availability, service tracking, care notes, incident reporting and communication.
Core workflows
Organisation onboarding
Create organisation → add locations → add staff → configure roles → add services → invite team.
Care recipient setup
Create profile → add support info & preferences → add care requirements → assign services → assign care workers.
Care worker assignment
Select service → select recipient → review requirements → check availability → assign worker → notify participants.
Daily care worker journey
View schedule → open assignment → review care info → check in → complete tasks → add notes → report issue if needed → check out.
Care coordination
Review upcoming services → detect gaps or conflicts → reassign if needed → monitor completion → review notes → follow up.
Design approach
Role-based simplicity
Each user sees only what's relevant to their role.
Operational clarity
Tasks, assignments, status and responsibility should be clear.
Accessibility
Readable and usable for users with different digital abilities.
Trust & reassurance
A calm, professional, reliable interface.
Reusable design system
A shared system across multiple products and roles.
Consistent records
Patient, worker and service information follow consistent patterns.
Major design decisions
- Separate navigation by role
- Status visible across scheduling & delivery
- Reusable table & form patterns
- Clear profile structures
- Operational tasks separate from reporting
- Consistent assignment views
- Daily actions prioritised for care workers
- Reduced information for patients
- Administrative oversight preserved
- One design system across public & internal products
The design system covered
- Typography, colour & spacing
- Forms & inputs
- Tables & cards
- Navigation & status badges
- Alerts & empty states
- Modals & drawers
- Filters & date/time controls
- User profiles & activity timelines
Key UX challenges
Different user needs
An administrator and a care recipient should not receive the same interface.
Information density
Admins need detail; care workers need fast task access.
Scheduling & mobile
Recurring, changing schedules create edge cases, and care workers may use the platform while travelling.
Sensitive info & compliance
Access must be role-based and controlled, with records and accountability supported.
Product complexity
- Multiple user roles
- Public & private products
- Scheduling & assignments
- Care records & communication
- Role-based permissions
- Healthcare context
- Design-system consistency
- Organisational hierarchy
- Operational dashboards
What this project demonstrates
Selected project details have been anonymized due to client confidentiality. No client names, logos or private information are shown.
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