BILLY DUVALLE

®2024

How might we co-create a thriving workplace for care workers?

The Challenge
Frontline care workers often felt overwhelmed and under-supported during their early months of employment, which contributed to high attrition rates. Supervisors and coordinators also struggled to provide consistent support, leaving workers without clear communication, strong onboarding, or accessible development opportunities.

The Impact
The project produced six co-designed solutions, a future-state journey map, and actionable implementation plans. Together, these outcomes provided a clear pathway for the healthcare provider to reduce attrition, improve staff morale, and ultimately enhance the quality of care delivered to patients.

Client

Home Healthcare Provider via Bridgeable

ROLES

Service Designer

Deliverables

Six co-designed solutions Low-fidelity prototypes of the portal, training modules, and buddy system A future-state journey map of the employment experience Phased implementation roadmaps to support change over time

TOOLS

Miro, Google Suite, Microsoft Office, Adobe Creative Cloud

How might we co-create a thriving workplace for care workers?

The Challenge
Frontline care workers often felt overwhelmed and under-supported during their early months of employment, which contributed to high attrition rates. Supervisors and coordinators also struggled to provide consistent support, leaving workers without clear communication, strong onboarding, or accessible development opportunities.

The Impact
The project produced six co-designed solutions, a future-state journey map, and actionable implementation plans. Together, these outcomes provided a clear pathway for the healthcare provider to reduce attrition, improve staff morale, and ultimately enhance the quality of care delivered to patients.

Client

Home Healthcare Provider via Bridgeable

ROLES

Service Designer

Deliverables

Six co-designed solutions Low-fidelity prototypes of the portal, training modules, and buddy system A future-state journey map of the employment experience Phased implementation roadmaps to support change over time

TOOLS

Miro, Google Suite, Microsoft Office, Adobe Creative Cloud

How might we co-create a thriving workplace for care workers?

The Challenge
Frontline care workers often felt overwhelmed and under-supported during their early months of employment, which contributed to high attrition rates. Supervisors and coordinators also struggled to provide consistent support, leaving workers without clear communication, strong onboarding, or accessible development opportunities.

The Impact
The project produced six co-designed solutions, a future-state journey map, and actionable implementation plans. Together, these outcomes provided a clear pathway for the healthcare provider to reduce attrition, improve staff morale, and ultimately enhance the quality of care delivered to patients.

Client

Home Healthcare Provider via Bridgeable

ROLES

Service Designer

Deliverables

Six co-designed solutions Low-fidelity prototypes of the portal, training modules, and buddy system A future-state journey map of the employment experience Phased implementation roadmaps to support change over time

TOOLS

Miro, Google Suite, Microsoft Office, Adobe Creative Cloud

The Approach
To understand these challenges, I supported a mixed-methods research process that included 20 in-depth interviews, 14 diary studies, and 12 supervisor interviews. We then convened more than 30 stakeholders in two co-design workshops, where I helped capture outputs and translate them into six solution concepts. I contributed to prototyping interventions such as a frontline worker portal, an expanded training program, and a peer buddy system. Finally, I participated in four action planning sessions with 20+ leaders to map phased implementation roadmaps.

Next Project

Next Project

Create a free website with Framer, the website builder loved by startups, designers and agencies.