The Problem
Guardian is a new electronic data system, designed to streamline the background check process for all licensed care, including the TrustLine Registry, Home Care Aide Registry and Community Care Licensing staff. Guardian provides new self-service options to applicants, registrants, agencies (facilities) and Regional Offices without intervention by the Care Provider Management Bureau (CPMB).
Guardian is polarizing for its users. Due to the various roles in the care industry, users who have managerial or HR-only roles may have more time to invest in Guardian and learn about the software. They tend to feel comfortable using the software. On the other hand, there are users that have more tasks like site oversight or teaching, and have less time to use and learn about Guardian.
I then asked myself: How might we improve the Guardian experience for users who need help with using Guardian?
The Research
In interviews, users have expressed several concerns regarding the Guardian system. Notably, there are challenges with the system's time efficiency, particularly regarding page load times, limited phone call windows with extended wait times, and a perception that successful users are those with administrative roles rather than hands-on care responsibilities.
Learning to use Guardian is reported to be difficult, even for those who eventually appreciate it, emphasizing the need for short and granular training sessions. Additionally, responsiveness issues are highlighted, including long email return times and a lack of confirmation when emails are received. Concerns about transparency in the application process arise, with users expressing uncertainty about data security and the system's overall safety compared to previous processes.
The Solution
When collaborating with my team members, we addressed these various problems and thought of possible solutions. We thought that a customer service-type chatbot would address issues of time and responsiveness. We were inspired by Amazon’s AI chatbot, which helps customers within several taps.