CareRev became customers' scheduling help desk, handling changes health systems should have been able to manage themselves.
I designed a workflow flexible enough to handle the scale and complexity of how each health system manages staffing.
Prior 90 days vs first 90 days post-launch.
The problem
Our largest health system customers needed to cancel multiple nursing shifts at a time, but the tool only let them do it one by one.
Four things were broken about the existing workflow:
- No way to filterThere was no way to filter shifts beyond the facility name. Finding the right ones took longer than it should have.
- One at a timeEvery shift had to be cancelled individually, with at least five steps to complete.
- Weak sense of placeClicking into a shift opened a new window, pulling users away from the page they were working on and leaving them disoriented.
- No confirmationAfter all of that, there was no signal that anything had actually gone through. Every cancellation felt like a leap of faith.
The goal
| Ownership | Customers cancel shifts on their own. CareRev stops being the help desk. |
| Speed | Cancel a batch of shifts in one action. |
| Confidence | Show cancellation fees and risks before anything goes through, so customers know what they're committing to. |
Uncovering workflow pain points
Unintended behaviors
Customers were offloading tasks to CareRev because the workflow was so time-consuming.
"I had to cancel 800 shifts one-by-one. I had to drop what I was doing because it was a time-sensitive task."
Customer Success Manager
As a consequence, this impacted how customers saw CareRev.
"They don't see us as a partner, they see us as a vendor."
Director of Strategic Accounts
We were the help desk.
Surfacing what hospital admins actually needed
Group sessions with stakeholders told me filters were the biggest variance. They had requested 11. We sorted and prioritized them together, and shipped the top four in v1.
By the end of my working session, stakeholders were bringing in their own ideas: task-specific filter combinations and automated CSV reports. Both were planned for later versions.
Ditching the calendar view
Hospital staffers and nurses were both navigating calendar views despite having two fundamentally different jobs: nurses browse, staffers execute. They need to find shifts and cancel them, fast.
Each calendar view surfaced only a fraction of the shift details staffers needed, and clicking into a shift meant leaving the page entirely. I collapsed the three views into one.
A small change staffers felt every day
Staffers told me that canceling shifts is based on predictable operational windows: Today, Tomorrow, Next 7 Days, Next 14 Days.
Instead of a standard date picker, I designed those windows in as shortcuts.
"This is so helpful, I like the quick filter for 'Today' and filtering by specialty on only filled or open shifts."
Staffing Ops
Due diligence
I ran an in-app Sprig survey on the existing flow to validate what I was hearing from stakeholders. The numbers confused me.
- 48% of staffers said the task was easy.
- 24% were neutral.
- Only 26% said it was difficult.
The numbers didn't match what I was hearing in conversations, so I brought them to the Director:
"Once you get used to it, it's super easy."
Director of Implementation
What she meantSuper easy ≠ optimal UX.
Super easy = I've become used to navigating this broken system.
My own data gave me a second read on what staffers said, and on how much friction they'd quietly accepted.
From support request to product demand
Instead of asking for help with bulk shift cancellations, customers were asking when they'd be able to access the new tool.
"What is the timing on bulk cancels? Can we give our customer beta access when it's ready?"
VP of Strategic Accounts, CareRev