Caring for a loved one can be overwhelming, especially when navigating the complexities of healthcare. Carallel recognized this challenge and sought to expand their ability to support caregivers by transitioning from a phone-based service to a scalable digital platform. By collaborating with Carallel, Vessel developed a patient-facing application and an integrated platform for their care advocates who had previously only been able to set phone appointments. The new platform allows them to support caregivers anytime of day, empowers caregivers with 24/7 access to personalized support and resources, reduces stress with simplified plans, and fosters collaboration with family members. This digital solution also enables Carallel to extend its reach and help more people than ever before.
Carallel sought a solution to provide more comprehensive and accessible support while improving the experience for caregivers and care recipients.
Overwhelm: Balancing responsibilities while navigating insurance, senior living options, and financial management is daunting.
Lack of Resources: Finding help with caregiving is difficult and getting access to services can be time consuming.
Coordination: Many caregivers struggle to involve and organize family members in the caregiving process.
Through extensive collaboration with Carallel stakeholders and in-depth interviews with caregivers, we identified the needs of both users and care advocates. Our approach involved:
Human-Centered Design: Conducting two rounds of user testing, including feature prioritization and prototype validation, to ensure the application met caregivers’ needs.
Behavioral Design: Using our expertise in behavior change, we helped design plans for caregivers that were easy to get started and stayed engaging, without becoming overwhelming.
Scalable Integration: Developing a care advocate platform that seamlessly integrated into Carallel’s existing CRM system (Zendesk), preserving workflows while enhancing capabilities.
Patient Application
We designed and developed a web-based patient application that empowers caregivers and care recipients with tools and resources to manage their care journeys effectively.
24/7 Access to Support: Users can connect with Carallel care advocates at any time, ensuring help is available when needed most.
Personalized Plans: A tailored checklist of essential tasks helps users stay organized and feel in control, reducing feelings of overwhelm.
Resource Library: Easily accessible, curated content addresses specific caregiver needs, from navigating insurance to managing finances.
Collaboration Tools: Family and friends can be invited to join and contribute to the care journey, fostering teamwork and shared responsibility.
Care Advocate Platform
To complement the patient application, we developed an integrated care advocate platform that builds on their phone-based support program. The integrated platform allows care advocates to manage user accounts and establish eligibility seamlessly, oversee and support caregiver journeys with visibility into user activity and communicate directly with users through chat, enhancing real-time support.
This platform is integrated directly into Zendesk, ensuring continuity and efficiency in care advocate workflows.
Enhanced Accessibility: Caregivers can now receive help anytime, overcoming the limitations of a phone-based service.
Reduced Stress: Personalized plans and resources simplify caregiving responsibilities, empowering users to feel more in control.
Improved Collaboration: Family members can easily participate, creating a more coordinated and supportive caregiving environment.
Increased Reach: With a scalable digital solution, Carallel now supports more caregivers and care recipients than ever before.
Through this project, Carallel has solidified its role as a trusted partner for caregivers, leveraging technology to improve health outcomes and caregiving experiences.
The rich text element allows you to create and format headings, paragraphs, blockquotes, images, and video all in one place instead of having to add and format them individually. Just double-click and easily create content.
A rich text element can be used with static or dynamic content. For static content, just drop it into any page and begin editing. For dynamic content, add a rich text field to any collection and then connect a rich text element to that field in the settings panel. Voila!
Headings, paragraphs, blockquotes, figures, images, and figure captions can all be styled after a class is added to the rich text element using the "When inside of" nested selector system.
